Adding value with user centered design
Wacom ID redesign
The Challenge
Wacom offers many benefits to their customers outside of their products. Many of their hardware comes with the added value of free software, but due to a poor user experience many customers have not taken full advantage of this offering. To increase value, the team at Wacom took on the project of redesigning the Wacom ID platform, to increase users interest and access to their software as well as encourage users to register their product.
Approach
Our team used user flows, wireframes, user testing, and design iteration to illuminate the best approach to solving both Wacom brand needs and usability for the customer. At each phase of the design we worked with specialized teams to uncover key insights into the user pain points. Through multiple levels of fidelity, improvements to the platform became clear, focusing on communicating the benefits more clearly through user simplified messaging and a heuristic approach to design.
Results
Added Value
WIth the design improvements, users are now able to easily ensure their products are registered, as well as access their free software, manuals, and drivers all in one integrated place.
Responsive design
The design of Wacom ID now follows a bootstrap grid and was designed to accommodate multiple breakpoints - allowing users on every platform to enjoy a unified experience.
Customer confidence
Wacom customer support now will receive less calls pertaining to the redemption of software, as users gain the confidence they need to navigate this task on their own.