Challenge:
The overall ‘printing’ was declining because of customers using more and more digital technologies.
The goal was to grow printing in developed markets and defend the core business in APAC.
Design Strategy:
Provide more easier, better and compelling means for user to print. Introduce the ‘Print App’ strategy
Get users to print from where they are: Launched the “Mobile Print” strategy
Drive user adoption of ink: Introduced “instant Ink” subscription strategy
Process:
Studied 16 different use case scenarios for print ennoblement and created business relevant use cases
Identified different partners and worked along with RnD & marketing to build the ecosystem
Created and finessed the interaction design model to cater to different user needs and persona’s
Each category had specific task flows that were hashed out to last detail
Developed wireframe workflows, patterns and tasks using Axure and high fidelity prototypes
Did UT based user testing with 35+ end users at 5 different worldwide locations and compiled usability enhancements
Result:
160+ Apps were launched over a period of 3 years
Scheduled printing enabled business to grow by 3 percent point YoY
Customer experience rating went up by 63% on first year of launch
