Refresh Shipped Device �
Experience Audit
Refresh Shipped Device Work Package Milestones
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Near-term Enhancements
Identify and address near-term opportunities for improvement in user-facing touchpoints by systematically assessing the current user experience.
Service Blueprint
Visual Service Blueprint detailing the end-to-end user experience, illustrating touchpoints, interactions, and processes to provide a comprehensive view of the user journey.
Experience Audit
Translate complex Service Blueprint findings into easily understandable insights for non-design audiences, offering strategic, non-solution-specific recommendations.
Target State
High-level roadmap, outlining key pillars and guiding future design efforts, with a focus on consumer grade acquisition experience principles.
Work package milestone mapping serves as a progress guide demonstrating the journey through a comprehensive package of strategic initiatives aimed at transforming the user experience in the shipped device refresh experience. As we navigate through these initiatives, each step contributes to the overarching goal of transforming the device provisioning experience.
Visioning Workshop
Collaborative Visioning Workshop with a goal of surfacing key themes and insights that shape the strategic direction.
Content Table
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1. | Refresh Shipped Device Work Package Milestones |
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4. | User Journey Key Phases |
5. | User Journey Key Moments |
6. | Refresh notification and Device Selection |
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11. | Recommendations |
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Executive summary
The UX Design team conducted a comprehensive experience audit of the Refresh Shipped Device journey. To perform this audit, the UX team created a service blueprint detailing the experience leveraging UX best practice and overlaying research and analytic insights to identify key moment pain points.
The key moments covered in the audit encompass:
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Method and limitations
Method
Limitations
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User Journey Key Phases
The Shipped Device Refresh journey can be segmented into three key phases:
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Work Order Created
1
Setup
User unboxes new device and begins setup and software acquisition. Previous device is returned.
Provision
Device is shipped and delivery logistical communications begin.
Engage
User is notified of refresh eligibility and is instructed to select device.
2
3
PC Delivered
User Journey Key Moments�
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Engage
Provision
Setup
Refresh Notification
Device Selection
Shipping and Logistical Communications
Device Setup
Return Old Device
PC Delivered
Work Order Created
Software Acquisition
A detailed view of the journey offers nuanced perspective on how the proposed recommendations integrate into the user's experience at key moments within each phase.
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Refresh Notification and Device Selection
Users encounter several points of interaction when notified of their refresh eligibility, which can present opportunities for errors.
In some cases, there may be potential points of confusion caused by information being misrepresented or lacking proper context to support the decision-making process.
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Refresh Notification
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Part of the scheduling form with a dropdown field to select PC model
List of PC models from the Refresh email with a note saying that ‘If you have been approved by your service line for a particular device, your options may be limited or different than the below’.
(1) From DT usability testing: Users value having choices summarised and seeing a comparison of laptop models.
(2) From DT usability testing: Users want to pick something that has at least as good specifications as their old PC. Many people are likely to pick the same brand.
PAIN POINT
Refresh Notification
Recommendation
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Increased efficiency
Providing clear and accurate device selection information can improve efficiency, reducing time and resources required to complete the device selection process.
Reduced service desk volume
Addressing potential points of confusion and errors during the device selection experience can help reduce the volume of inquiries to the service desk.
Improved Satisfaction
Providing a clear and accurate device selection experience that supports decision making can help improve NPS.
Business Implications
RECOMMENDATION
Device Selection Form
Observation
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Current scheduling form experience
PAIN POINT
amazon.com: Product-comparison table translates technical attributes into language that is understandable by the average consumer. 2�
Device Selection Form
Recommendation
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Increased efficiency
Logic, order and intuitive organization help increase efficiency and reduce time and resources required to complete the scheduling form.
Business Implications
Reduced service desk volume
Addressing potential points of confusion and errors in the scheduling form can help reduce volume of inquiries to the service desk.
Improved Satisfaction
Providing an easy to complete scheduling form and improving the decision making experience can help improve NPS.
RECOMMENDATION
Shipping and Logistical Communications
Poor organization of instructional content and communication coordination in the device refresh process results in a complex and confusing shipping and delivery experience.
The volume of logistical emails creates confusion and makes it difficult to locate important information, such as delivery dates and tracking numbers.
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Shipping and Delivery Communications
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Observation
Two shipment confirmations sent from different sources.
Return label and instructions sent between the two shipment communications pictured above.
(1) US Autopilot Refresh survey (data from August 2022 to April 2023): improving instructions and communications about the process is one of the most common suggestions from the users (mentioned by 61 out of 116 users who left an answer in the open-ended question ‘What would improve the laptop refresh experience?’)
PAIN POINT
Shipping and Delivery Communications
Recommendation
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Improved Satisfaction
Clear and timely shipping and delivery communication can improve the overall experience, which can lead to higher satisfaction rates and improve NPS.
Business Implications
Increased Efficiency
Clear and concise instructions can reduce the amount of time and effort needed by employees to complete tasks, which can lead to increased productivity and efficiency.
Improved Accuracy
Consistent and accurate information in shipping and delivery communications can reduce errors and mistakes, which can help to prevent costly delays, returns, or other issues.
RECOMMENDATION
Device Setup and Software Acquisition
The device setup and software acquisition process presents issues with software, such as a lack of expectation setting on pre-installed software differences, licenses not transferring automatically to the new device, a lack of guidance on how to manually transfer other licenses, and EY AppStore applications requiring re-approval.
At the final stage of the setup process, there is a lack of completion confirmation to ensure setup was successful.
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Device Setup
Observation
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PAIN POINT
Device Setup
Recommendation
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Improved Satisfaction
Clear and effective device setup process and proactive support can improve the overall experience, which can lead to higher satisfaction rates and improve NPS.
Business Implications
Increased Efficiency
Improving the device setup experience by monitoring progress and confirmation of build can increase user productivity by reducing potential time wasted attempting to reach support for troubleshooting.
Reduced Service Desk Volume
Improving the device setup process can help reduce the number of inquiries and support requests by monitoring issues and implementing proactive resolution measures that do not require agent involvement.
RECOMMENDATION
Software Acquisition
Observation
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Current software store home page experience
PAIN POINT
Software Acquisition
Recommendation
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Improved Satisfaction
Clear and easy to navigate software acquisition process can improve the overall experience, which can lead to higher satisfaction rates and improve NPS.
Business Implications
Increased Efficiency
Improving the software acquisition process by providing relevant guidance around necessary software can increase user productivity.
Reduced Service Desk Volume
Providing guidance and improving findability during the software acquisition process can help to reduce the number of inquiries and support requests.
RECOMMENDATION
Device Return
The device return experience is complex and confusing due to the volume of logistical emails, separate and exhaustive return instructions, lack of guidance on data erasure or migration, and inaccuracies in the return form process.
The return label for old PCs is generated and shared with users before delivery without explanation, and there is no guidance on data security.
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Return Process and Communications
Observation
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Two shipment confirmations sent from different sources.
Return instructions
(1) US Autopilot Refresh survey (data from August 2022 to April 2023): improving instructions and communications about the process is one of the most common suggestions from the users (mentioned by 61 out of 116 users who left an answer in the open-ended question ‘What would improve the laptop refresh experience?’)
PAIN POINT
Return Process and Communications
Recommendation
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Improved Satisfaction
Simplifying the return process communications and providing clearer guidance can help reduce frustration and confusion for users, leading to higher satisfaction.
Business Implications
Increased Efficiency
Reducing complexity of return communications can help reduce the amount of time and effort required from both users and OSTS and support staff, leading to increased efficiency and productivity.
Reduced Service Desk Volume
Improving the device return communications and guidance can help to reduce the number of inquiries and support requests.
RECOMMENDATION
Return Process and Communications
Observation
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Return instructions
(1) From DT usability testing: some users, especially those working with sensitive data, expressed feeling uncomfortable to send their old PC back without somehow wiping the data.
Asset removal confirmation email
PAIN POINT
Return Process and Communications
Recommendation
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Improved Satisfaction
Simplifying the data erasure and migration guidance and providing clearer instructions can help reduce frustration and confusion for users, leading to higher satisfaction.
Reduced Risk of Data Breaches
Providing guidance on data erasure and migration can reduce risk of sensitive data being exposed/mishandled. This can assure users that data risks have been properly mitigated.
Business Implications
Increased Efficiency
Providing data reassure guidance in return communications can help reduce the amount of time and effort required from both users and OSTS and support staff, leading to increased efficiency and productivity.
Reduced Service Desk Volume
Improving the device return data migration and erasure guidance can help to reduce the number of inquiries and support requests.
RECOMMENDATION
Return Process and Communications
Observation
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Shipment Confirmation Email 1
(1) US Autopilot Refresh survey (data from August 2022 to April 2023): improving instructions and communications about the process is one of the most common suggestions from the users (mentioned by 61 out of 116 users who left an answer in the open-ended question ‘What would improve the laptop refresh experience?’)
Return Label Email
Shipment confirmation Email 2
PAIN POINT
Return Process and Communications
Recommendation
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Improved Satisfaction
Providing timely communications and guidance on device returns can help reduce frustration and confusion for users, leading to higher satisfaction.
Business Implications
Increased Efficiency
Ensuring timely delivery of return communications can help reduce the amount of time and effort required from both users and OSTS and support staff, leading to increased efficiency and productivity.
Reduced Service Desk Volume
Ensuring timely device return communications and guidance can help to reduce the number of inquiries and support requests.
RECOMMENDATION
Return Form
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Digital Return Form
(1) US Autopilot Refresh survey (data from August 2022 to April 2023): improving instructions and communications about the process is one of the most common suggestions from the users (mentioned by 61 out of 116 users who left an answer in the open-ended question ‘What would improve the laptop refresh experience?’)
Physical Return Form
PAIN POINT
Return Form
Recommendation
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Improved Satisfaction
Providing accessible, convenient digital options for device returns can help reduce frustration and confusion for users, leading to higher satisfaction.
Business Implications
Increased Efficiency
Providing efficient digital return form options can help reduce the amount of time and effort required from both users and OSTS and support staff, leading to increased efficiency and productivity.
Reduced Service Desk Volume
Providing accessible, and easy-to-understand device return form and guidance can help to reduce the number of inquiries and support requests.
RECOMMENDATION
Asset reconciliation
The asset reconciliation process currently faces several challenges that affect the efficiency of tracking PC returns, asset reconciliation, and user experience.
With limited tracking options and a lack of clear guidance, the US Depot and Asset Management team face difficulties in properly accounting for returned assets, leading to delays and potential errors.
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Asset Tracking
Observation
EY (US Depot and the Asset Management team) is not able to efficiently track PC returns .
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ups.com manual tracking system
(limited to 25 tracking numbers per inquiry)
PAIN POINT
Asset Tracking
Recommendation
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Business Implications
Increased Efficiency
Improving return tracking and enhancing UPS integration can allow for more efficient PC return tracking, saving time and effort for the US Depot and Asset Management team.
Improved Accuracy
Improving asset reconciliation efficiency can lead to a reduction in potential errors, such as users still being listed as having their old PC, resulting in more accurate asset tracking.
RECOMMENDATION
Asset Return Communications
Observation
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ServiceNow asset assignment
PAIN POINT
Asset Removed from Inventory Email
Asset Return Communications
Recommendation
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Improved Satisfaction
Reducing user burden and improving the return process can help reduce frustration and confusion for users, leading to higher satisfaction with the overall experience.
Increased Compliance
By providing users with clear instructions and regular updates, the system can make it easier for them to comply with the 7-day return requirement, reducing the number of overdue returns and associated compliance issues.
Business Implications
Increased Efficiency
Providing efficient return instructions can help reduce the amount of time and effort required from both users and OSTS and support staff, leading to increased efficiency and productivity.
Improved Accuracy
Improving asset reconciliation efficiency can lead to a reduction in potential errors, such as users still being listed as having their old PC, resulting in more accurate asset tracking.
RECOMMENDATION
Recommendations Summary
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Recommendations
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| Recommendation | Primary Impacted Audience | Experience Impact | Impacted Audience Volume | Experience Priority1 | Enhancement Phase |
1 | Help user choose the right device by providing accurate and detailed information when presenting available options, offering device suggestions based on user preferences. | EY Employee | High | All (100%) | High | Near-term |
2 | Help in device decision making process by highlighting the benefits of new devices compared to the user's current device to enhance perceived value. | EY Employee | Low | All (100%) | Medium | Target State |
3 | Improve selection form usability to help the user submit device selection by providing easily understandable form titles, instructions, and labels, intuitively organizing form field logic and order, and accurately representing the purpose of each field to minimize confusion and errors. | EY Employee | High | All (100%) | High | Near-term |
4 | Optimize shipping and delivery communications to allow user to track their order by providing clear, consolidated, and intuitive instructional content, minimizing unnecessary emails and avoiding repetition. | EY Employee | High | All (100%) | High | Near-term |
5 | Ensure timely delivery of return labels and minimize redundancy/unnecessary communications to improve user understanding of the process and to promote prompt return completions. | EY Employee | High | All (100%) | High | Near-term |
6 | Enable the user to successfully perform set-up by implementing a support and confirmation process for build and set-up completion. | EY Employee | Medium | All (100%) | High | Target State |
7 | Help user complete full device configuration by clearly communicating the differences in pre-installed software, automatically transferring all licenses to the new device, and provide guidance for license transfers that cannot be automated. | EY Employee | Medium | All (100%) | High | Target State |
In the U.S. there are ≈ 500-2000 refresh users per month. Refresh volume varies based on country and refresh strategy (rolling or total population refresh).
[1] Experience Priority Framework Explainer
Recommendations
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| Recommendation | Primary Impacted Audience | Experience Impact | Impacted Audience Volume | Experience Priority1 | Enhancement Phase |
8 | Optimize the device return process to enable user to complete the return on time by simplifying and clarifying the instructions, reducing the volume of logistical emails, consolidating and streamlining the return instructions. | EY Employee | High | All (100%) | High | Near-term |
9 | Improve the clarity and usability of the return form to enable user to complete the return on time by ensuring the title accurately represents its purpose and content, making it straightforward for users to complete. | EY Employee | Medium | All (100%) | High | Near-term |
10 | Investigate the need for PC wipe for data protection in certain user groups to provide effective guidance on data erasure and migration. | EY Employee | Low | All (100%) | Medium | Near-term |
11 | Enable user to complete the return by including guidance on data erasure/migration and provide clear guidance on data security. | EY Employee | Medium | All (100%) | High | Near-term |
12 | Enable accurate asset inventory monitoring during asset reconciliation by providing user with clear instructions and regular updates on return timing and status. | EY Employee | Low | All (100%) | Medium | Near-term |
13 | Enhance real-time status checks to improve asset reconciliation efficiency for accurate tracking upon arrival at the Depot giving users a more accurate view of asset removal. | EY Employee | Low | All (100%) | Medium | Target State |
In the U.S. there are ≈ 500-2000 refresh users per month. Refresh volume varies based on country and refresh strategy (rolling or total population refresh).
[1] Experience Priority Framework Explainer
Future Device Refresh Experience Guiding Principles
User-centricity: Keep users at the center of the design process by understanding their needs, goals, and behaviors. Where possible, tailor experiences using attributes such as user's entitlement and availability to inform a relevant and thoughtful experience.
Information Clarity and Accuracy: Ensure that information presented at each stage of the user journey, including delivery dates, tracking numbers and instructions, is clear and accurate. Set expectations by informing users of what they can expect at each stage of the refresh process.
Information Accessibility: Ensure that all information is easy to find, understand, and act on. Consolidate logistical emails and provide clear links to instructions and information to make them easily accessible for users. Centralize all information in an easily accessible location for users to reference at any point during the device refresh process.
Clear and Concise Communication: Ensure that all instructional content and communication is well-organized and simplified to avoid confusion and frustration for users. Use plain language and avoid jargon.
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Future Device Refresh Experience Guiding Principles
Device Selection Guidance: Offer recommendations and guidance to assist users during the device refresh notification and scheduling stage to ensure users receive the device that meets their unique needs.
Device Refresh Guidance: Offer effective direction and guidance to assist users during the device refresh process to reduce opportunities for confusion and error.
Confirmation and feedback: Obtain and monitor confirmation of activity throughout the device refresh process, including confirmation of successful set-up and return completion. Additionally, the system should proactively notify the relevant (Service Desk/OSTS) if any issues arise during the process, allowing for timely resolution of any problems. This will help to reduce uncertainty and increase user confidence in the process.
Efficiency and automation: Design the processes to be as efficient as possible, minimizing the need for additional communications or steps that could lead to confusion or delay. Consider automating certain processes, such as transferring licenses, to reduce the burden on users.
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Appendix
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Experience Priority Framework
Experience Priority is a framework for assessing recommendation priorities. It evaluates the criticality of recommended improvements by considering two factors:
Grounded in usability principles, experience Impact evaluates the ease with which a task can be completed, categorizing issues into four levels based on their severity.
2. Impacted Audience Volume
A critical factor in assessing experience priority, this considers the volume of users affected. This important facet is organized into five levels, each representing a percentage of users impacted.
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Severe (4) | User cannot complete task, and there is no workaround |
High (3) | User will experience significant difficulty completing the task. A workaround may exist. |
Medium (2) | User will encounter some difficulty. This issue will cause some inconvenience or confusion. |
Low (1) | Users encounter a small amount of difficulty. The issue may cause minor inconvenience. More of an opportunity for optimization. |
All (5) | 100% of users |
Most (4) | >60% of users |
Half (3) | 40-60% of users |
Some (2) | <40% of users |
Minimal (1) | <5% of users |
Experience Impact
Impacted Audience Volume
1
Experience Priority Framework
Experience Priority Scoring
The Experience Priority Framework score is determined by multiplying the Experience Impact and Impacted Audience Volume, resulting in a score that categorizes the recommended improvements into 4 different priority levels.
This scoring system guides our efforts to strategically address critical issues and optimize the overall user experience.
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Critical (16-20) | Severe impact on a widespread audience. |
High (10-15) | Significant impact on a significant audience. |
Medium (5-9) | Moderate impact on a moderate audience. |
Low (1-4) | Minor impact on a small audience. |
Experience Priority
Example Outputs
Low Impact (1) and Some Reach (2): Experience Impact Score = (2) Low
Severe Impact (4) and Some Reach (2): Experience Impact Score = (8) Medium
High Impact (3) and Most Reach (4): Experience Impact Score = (12) High
Severe Impact (4) and All Reach (5): Experience Impact Score = (20) Critical
UX Process Explainer
This experience audit deck contains a comprehensive overview of the Device Refresh process in the US that outlines observations, recommendations and business impact.
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SERVICE BLUEPRINT
Map the current process and user experience.
RESEARCH, ANALYTICS & SUPPORT DATA
Overlay research, analytics or support data over the mapped process.
EXPERIENCE AUDIT
Review the process and end user experience to identify pain points and opportunities for improvement.
FURTHER RESEARCH
Based on the identified pain points and opportunities, conduct in-depth research to gain a deeper understanding and uncover further improvement opportunities.
STAKEHOLDER READOUTS & PRIOTIZATION DISCUSSIONS
Review the outcomes outlined in the insights deck with relevant stakeholders resulting in actionable next steps based on UX and business impact and ease of implementation.
FUTURE DESIGN
Based on learnings from the entire process, we can design a future state process.
Service Blueprint
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