ABUS – Key Replacement Service
An ideation workshop about the question, how to better interlink business areas via an online service
Role and team
Facilitator, Departmemt Managers, Client Manager, UX Designer (Me), Developer, Interships
Responsibilities
Research, UX Design, UI Design, Prototyping, User Test
Timeline
Aug 2021
Deliveries
Inspiration, Scribbles, User Flow, Screen Design
Challenge
The mobile security and home security business areas at ABUS were not integrated and there were few tools for customer loyalty, e.g. if a customer had bought a bike lock or is the owner of a house security system. The first step to change this was to link the customer to a customer account and thus a customer ID immediately after the purchase. A free replacement service was to serve as an incentive.
Outcome
The project output should be the low-threshold registration and verification process in the form of a flow chart, key screens and a prototype.
Ideation
In the ideation phase, we had the group outline the process flow in co-creation and then collected initial interface impressions using the crazy eight method. At this detailed level, interface features were collected, defined and checked for buildability.
First sketch
First iteration
Second iteration
Build and Test
All ideas were consolidated and condensed into keyscreen wireframes. The low-threshold registration when purchasing a bicycle lock is linked to the mobile phone number in the first step, so that the customer registers immediately after the purchase and does not forget it later. The account gives them access to further ABUS product recommendations and security services.
Learnings
It was interesting to research whether users see the email address for verifying their identity in connection with the mobile phone as a primary device in the local store as a hurdle, since many users have not configured the mail client on their mobile phone.