Formulating FireTV Hotspot Service model (Green = New innovations)
I innovated a lot of new services to improve renewals
Solution: Scan-to-renew
Showing renewal notifications and QR code for renewal payment on Fire TV
Renew while watching!
Working around technical limitations
How to sync the devices
Embeding the Customer ID in QR code to find out which customer renewed
Designing and testing concepts
Here, it shows the feature rotator option and “Expt 3” refers to iteration so that in the recording we know what was tested.
Working with engineering: Defining all scenarios
Interactions for self-service and help on-screen I created all the interactions and that the users can use to self service.
Method 2: No smartphone? Renew by cash!
Elderly who dont have a smartphone can call us and pay with cash!
Working with engineering: Implementing cash-on-delivery
How about seniors not having smartphones?
Cash on delivery workflow I influenced Amazon Last Mile team (who deliver parcels to doorsteps). They finally agreed on using their cash-on-delivery system.
Method 3: Renew over a call
Removing barrier: Customers can renew over a call to number at back of the remote contro
Renewal number sticker on Fire TV remote Sticker pasted on Fire TV remote so that our customer can quickly call for renewals and for any problems
Method 4: Simply Ask Alexa to renew!
Influencing Amazon Alexa to build the command to renew
Using Alexa for renewal This workflow shows that Alexa checks if customer has an Alexa device and knows who is asking for renewal. Influencing Alexa Skills team was the biggest challenge.
Feedback incentives
Get a gift card if you rate us
Asking to rate and get paid on renewal! This is what I designed for gathering customer’s feedback more effectively. We enticed them with a gift card.
marketing no longer targeted 30 – 45 yrs.
This project led to change in the strategic direction
To convey a good customer experience, I helped marketing create promo material. I worked with a design agency to help maintain the quality bar of the customer kit.
Marketing focus shifted from target age group to value-based approach
AI dashboard: Sustaining renewals
Dashboard with AI insights: Catching customers before they churn!
Getting rid of problems is one step,
next I needed to make sure that the solutions are sustained.
Solution
Using QuickSight AI for dashboard: Amazon AWS offers a beautiful solution to visualize data. Learn more about QuickSight here.
Insights using AI: Easy to understand AI generated insights. Learn more about Auto-narratives here.
Renewals dashboard I helped create this AWS QuickSight dashboard to help our business track and sustain the solutions
Results
Renewals are up! The renewals were up again and back to normal inspite of COVID!
Comparison of old and new experience
The new design definitely improved the CX Based on the pre- and post-launch usability tests and QuickSight data, I quantified the improvement for our business
UX success
Task completion rate ≥ 90%
90% of users were able to renew without any problems
Time-to-task < 30 seconds
Renewals take no more than 30 seconds.
Increased satisfaction > 50%
50% more user satisfaction than what it was
Business success
Renewals are up by 25%
More than 70% are renewing by themselves
90% churn prediction accuracy thanks to AI Dashboard
50% more acquisitions
Shut down! Unfortunately this division of Amazon was shutdown in September 2022 They displayed this on their website.