ecobee Installation Videos
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In 2017, ecobee was preparing to launch their budget-friendly ecobee3 lite smart thermostat. This launch involved numerous components, including packaging, quick start guides, and video tutorials for installation. Freshly converted from freelance to full-time and the sole graphic designer on my team, I was assigned the latter.
How might we... alleviate the fear and uncertainty customers may experience around installing their own thermostat?
How might we... reduce the volume of customer service calls during the launch of this newest product, freeing up representatives to handle the most complex cases?
Who were we designing this for?
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Home-owners purchasing an ecobee 3 lite thermostat for the first time
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Tinkerers and DIY enthusiasts who aren't afraid to try installing a thermostat themselves
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Budget-conscious consumers who may be hesitant to hire a contractor
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The Team
Me! (Graphic Designer)
2 Product Managers
Voice-over Artist
Videographer
Hand model
My Responsibilities
As a graphic designer, my role was to:
01.
Write the script and draw up a storyboard for the videographer to reference.
02.
Hire and price out a hand model and voice-over artist.
03.
Supervise and direct the videoshoot.
04.
Review edits, sign off on and publish final cuts to Youtube.
The Process
The Research Stage
Before turning on the camera, I knew that I needed to thoroughly understand both the thermostat installation process and the common challenges customers might face. I asked our product managers to show me the installation steps using a prop wall with wires built in. I also consulted with our customer support team to identify frequent issues that could be addressed with supplementary graphics or added details in the script.
The Script & Storyboard Stage
Next, it was time to write the script and draw the storyboards. To make sure the script was clear and technically accurate, I collaborated closely with the product management team during it's development. Once finalized, I sent the script to our voice-over artist and provided the storyboards to the videographer and hand model.
The Shooting Stage
Over the course of the a day and a half video shoot, the videographer, hand model, and I filmed the installation steps using our prop wall and prop furnace. Product managers also periodically joined the session to check in and provide feedback. To ensure a smooth process, I reserved meeting rooms in advance to avoid interruptions and arranged for lunch to be provided.
The Editing Stage
After the shoot, the videographer began assembling and editing the footage. Throughout the editing process, he shared clips with me and our marketing stakeholders via a third-party platform that enabled direct timeline commenting.
Launch!
After launch, the installation videos reduced customer service calls by 60%.
Ecobee makes an amazing product [...] It's a great UI, solid hardware, some of the BEST installation videos on the web and integrates with just about every 3rd party platform there is.
- Amazon.ca review
Reflections
What I learned from this project
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Lean on the experts when you're not sure. Our videographer provided valuable insights, suggesting additional shots and angle changes that improved the final product.
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Make sure that you're solving the right problem with your work. Clarifying the core goal is crucial for success
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A late re-shoot was required due to an issue with some footage I'd missed, highlighting the importance of checking even the smallest details to avoid costly oversights.
What I would do differently
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Provide clearer tone of voice guidance in the voice-over recordings to ensure they convey a more engaging and consistent personality
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Prioritize collaborative QA sessions with other creatives, when possible.