Worcester by Bosch

Worcester Bosch has been producing boilers and other heating-related products for many years and has its products installed in millions of homes across the UK.
When customers purchase one of their products, they can register it to receive a free guarantee.

The length of the guarantee varies from one to ten years depending on the model selected. Customers can register their product using the company’s existing website or over the phone.

Project Type

UX / UI Rapid Prototyping

Date

June, 2021

Location

Manchester, U.K.

Customers often lose the paper documentation and can't register their product for the guarantee program

The Problem

At present, customers have no way of checking the guarantee length aside from the paper documentation.

The paper documentation that customers receive after registering the product, is frequently lost.

This results in a number of phone calls to the customer services team.

The Ask

Worcester Bosch wishes to create an online web-based portal where customers, both current and prospective, can create an account to view and manage the products they own or may wish to purchase, see their guarantee and service status, and also manage their details to ensure the company always has the most up-to-date information on file.

Product data will be synced from the company’s existing CRM system, which will be looked up and matched based on the details the customer enters when they create an account.
The company is also keen to hear ideas for other value-adding features that could form part of this platform and enhance the customer experience.

My Work

I was the Lead Designer of the project and took care of the following:

Interaction Design
Information Architecture
Site Map
Software requirements specification
High Fidelity Prototype

Solution Proposal

Placing a QR code on the actual boiler itself will help tackle the losing paper documentation problem when the product is opened up. The QR code will bring the users directly on the registration page of the product.

Once they register the product they will be able to quickly sign up and create an account, using the same info they put in the form while registering the product. Signed-In users will benefit from all the options and features of the new Bosch Web Platform.

A user friendly UI will improve the customer experience.
The platform will remind users important informations about their products and will let them see their guarantee and service status. The platform will also let them manage their details and the products they own or may wish to purchase. This will save time to the users but also to the customer support service.