Strategic Experience Design

Bosch BSH Future of Manuals

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Future of Manuals

BOSCH & Bosch Siemens Home Appliances | 2015 | 6 months runtime

in my role 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.

 
 
 
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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.

 
 
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Project process

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.

 
 

Co-creation

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.

Outcomes

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.