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[Case 04]

Yielded a 6% decrease in the amount of customer support needed when operating crossover mowers.

Greenworks

Mower User Guide

Battery-Powered Outdoor Tools

[Project Overview]

• QR Code will be printed/labelled on each product that directs users to a mobile 1st webpage on gwt.com to provide easy access to product info.

• All info should be as generic as possible and product category focused (ie zero turn mowers).

• Initial focus is only on 2 product categories to start Crossover Z’s (ZTR mowers) & Crossover T’s (Ride on tractors).

[Problem Statement]

As a customer, I need a quick way to access instructions on how to troubleshoot, assemble and operate my new Greenworks Crossover Z Zero Turn Lawn Mower.

[Industry]

Greenworks

[My Role]

UX/UI Digital Designer

[Platforms]

Desktop & Mobile Web

[Timeline]

December 2021-January 2022

View Live Project

View Live Project

[Process]

[01] User Research

Conducted primary research by observing users interacting with products with QR codes, in order to understand how consumers engage with QR scanning technology in today's market.

Examined user behavior data to identify key drop-off points in the user journey.

Analyzed competitors to assess strengths, weaknesses, and opportunities for differentiation.

[01] User Research

Conducted primary research by observing users interacting with products with QR codes, in order to understand how consumers engage with QR scanning technology in today's market.

Examined user behavior data to identify key drop-off points in the user journey.

Analyzed competitors to assess strengths, weaknesses, and opportunities for differentiation.

[01] User Research

Conducted primary research by observing users interacting with products with QR codes, in order to understand how consumers engage with QR scanning technology in today's market.

Examined user behavior data to identify key drop-off points in the user journey.

Analyzed competitors to assess strengths, weaknesses, and opportunities for differentiation.

[02] Insights

Users surely want to be able to access the User Guide on or offline.

Error codes and their solutions to them have to be displayed clearly.

Troubleshooting also has to be displayed clearly.

[02] Insights

Users surely want to be able to access the User Guide on or offline.

Error codes and their solutions to them have to be displayed clearly.

Troubleshooting also has to be displayed clearly.

[02] Insights

Users surely want to be able to access the User Guide on or offline.

Error codes and their solutions to them have to be displayed clearly.

Troubleshooting also has to be displayed clearly.

[03] Design Solution

Created multiple paper wireframes to explore and iterate on various layout concepts for the landing page.

Developed a way to show Error Codes description and solution on mobile & desktop.

Made a layout to fit instructional videos, troubleshooting and owners' manual.

[03] Design Solution

Created multiple paper wireframes to explore and iterate on various layout concepts for the landing page.

Developed a way to show Error Codes description and solution on mobile & desktop.

Made a layout to fit instructional videos, troubleshooting and owners' manual.

[03] Design Solution

Created multiple paper wireframes to explore and iterate on various layout concepts for the landing page.

Developed a way to show Error Codes description and solution on mobile & desktop.

Made a layout to fit instructional videos, troubleshooting and owners' manual.

[Wins]

6% decrease in the amount of customer support needed when operating crossover mowers.
Landing page outperfomed the helpful youtube videos.
Error Codes and Troubleshooting are bother visible on landing page.
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