Future of Manuals
BOSCH & Bosch Siemens Home Appliances | 2015 | 6 months runtime
project role: Digital Design Lead in my position as Senior User Experience Designer at Designit
Multi platform strategy for product information experience for all Bosch and Bosch Siemens Home Appliances products for B2B and B2C.
Development of the brief
Bosch approached with the question: “How do our future user manuals have to look like?”
As opposed to simply creating a new visual design template for print manuals, we advised to take a broad study of how customers and users of their products seek and consume information all along the product journey. This later enable the targeted design of service artefacts and platforms for specific contexts and a connecting framework.
Interviews with 28 consumers and professional users gave insight into the product journey stretching from discovery, first-time-use, learning, usage, problem solving and repairs to end-of-life.
Our synthesis led to the definition of a range of opportunity areas. Based on these, we developed a range of concepts in a co-working approach with representatives of 7 departments.
The result was a roadmap for the future strategy on delivering information and assistance across platforms from print to product to app to website visualised in concepts and prototypic artefacts.