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Out of Box Experience

Project Introduction

The UX team is redesigning the out of boxing experience(OOBE) for Qumulo Core product. The goal of this project is to optimize the installation process by enabling users to install and configure the product by themselves in an intuitive and easy way.

Company

Qumulo

Created

06/2014

Role

UX Designer

Why Does Out of Boxing Experience Matter?

The user experience is more than the satisfaction users get from interacting with the software. It is about the comprehensive experience users get from purchasing, setting up the product, using it daily, and seeking assistance from customer support.

For our product, the user's journey starts from the moment when they lift the packaging box. A good first impression is critical since the opinions formed through first several interactions with the product will go a long way in building the trust between users and the brand.

Research Methods

1. Onsite observations

I went on 5 of 8 total onsite trips. During those trips, I observed users’ environment, how they performed installation process and what their common workflow is.

2. User interviews

We asked open questions about their previous installation process and opinions on the Quick Start Guide we provided them for reference.

3. Onsite usability tests

We brought copies of the Quick Start Guide drafts and asked users to follow the instructions on the guide to install the product by themselves.

Research Findings

There are two steps in the product installation process: installing the hardware and setting up the software. Previously, OOBE barely existed because the installation process is done by Qumulo customer support, which takes a lot of efforts and resources.

Project Outcomes

Delivering out of box experience requires multiple departments collaborations since it is associated with product purchasing, ordering, packaging and delivering. In the end of this project, one of the outcomes the UX team designed is a tri-fold quick start guide to help users install the hardware and software by themselves, as well as made recommendation the formalized process recommendations across Sales, marketing, customer support, hardware and operations teams.

One Side

The Other Side

Goal of Designing Quick Start Guide

Guide users through the process of unpacking, setting up and using the hardware/software for the first time.

Steps of Installing the Product and Guidance

    Things Considered When Designing Quick Start Guide:

  • Minimize the packaging waste
  • Make sure users have everything to get started
  • Make sure the instructions are short and easy to understand
  • Branding

    Design Process of Quick Start Guide

  • Onsite observations
  • Customer interviews
  • First draft of Quick Start Guide
  • Onsite usability tests and observations, gather feedback from users (quotes from customers)
  • Iterations of Quick Start Guide
  • Internal stakeholders review
  • Process improvement (Sales team, Operations team, Customers success team)
  • Finalize Quick Start Guide

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Seattle, U.S.

(206) 953 5592

joyce90829@gmail.com