UnboxIT — Connecting with customers upon arrival
What is UnboxIT?
UnboxIt is an app-free smart packaging content platform. It helps brands reach customers with relevant content (getting started videos, assembly instructions, pro-tips, loyalty programs, social media communities and more) upon arrival of their purchases. This aftersale experience builds brand loyalty, which in turn increases a customer’s lifetime value.
The Team & My Role
The project was a high-impact, pivotal initiative, involving a small cross-functional team comprising senior leadership from strategy and experience design. As the UX designer on the team, I played a critical role in bridging the business requirements and the design of the overall experience. I collaborated closely with a visual designer to realize this project.
The Customer Experience
Customers receive a QR code along with their purchase. Scanning the QR code leads to rich product-specific online content such as getting started instruction videos, pro-tips, loyalty programs and social media communities around the product.
The experience was designed as a framework that can be adapted to any brand’s messaging. It is divided into three sections —
You can explore the interactive prototype here.
1 — Easy Access
Being web-based and app-free, UnboxIT has a very low barrier to entry. It is quick for businesses to launch and for customers to access.
2 — Contemporary
Since the content is digitally managed, it doesn’t get outdated like print instructions. The experience also allows brand to leverage social media communities to connect with their customers.
3 — Builds Loyalty
This extended aftersales experience would build customer loyalty, in turn increasing the customer’s lifetime value.