Nixplay Print Personas

Data Driven

2019 July | UX Team

Objectives

Survey Data

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Insight

I’m a 65-69 years old grandma living in Los Angeles.

I’m a 40-44 years old son/daughter living in San Francisco.

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Survey Data

Insight

Overall Demographics

• 18-34 Age Group:
• 68% Female; Almost 9/10 overall age group use Mobile App
• 38% based in The South, 23% Midwest, 21% East Coast, 18% West Coast
• 35-44 Age Group:
• 56% Female; Almost 9/10 overall age group use Mobile App
• 32% based in The South, 26% West Coast, 42% split between East Coast & West Coast
• 45-59 Age Group:
• 65% Female; Almost 8/10 overall age group use Mobile App
• 38% based in The South, 24% East Coast, 21% Midwest, 18% West Coast
• Over 60 Age Group:
• 66% Female; Almost 7/10 overall age group use Mobile App
• 39% based in The South, 44% split between Midwest & East Coast, 17% West Coast

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I’m a 65-69 years old grandma. Most of the time I use mobile app to connect to Nixplay. Sometimes I use Nixplay webapp.

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I’m a 40-44 years old son/daughter. I use mobile app to connect to Nixplay.

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Survey Data

Insight

For online print ordering:

• 18-34 Age Group:
• 44% Mobile App; 56% Computer (same as 35-44 age group)
• 61% 1-2 times/year, 31% 3-5 times/year; 9% >5 times/year
• 35-44 Age Group:
• 44% Mobile App; 56% Computer
• 27% 1-2 times/year, 29% 3-5 times/year; 14% >5 times/year
• 45-59 Age Group:
• 36% Mobile App; 64% Computer
• 46% 1-2 times/year, 35% 3-5 times/year; 19% >5 times/year
• Over 60 Age Group:
• 30% Mobile App; 70% Computer
• 34% 1-2 times/year, 29% 3-5 times/year; 27% >5 times/year

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I’m 65-69 years old. Most of the time I use desktop computer to order printed photos. Sometimes I use mobile app to order printed photos. I at least order prints one or two times a year.

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I’m 40-44 years old. I use both mobile and computer to order printed photos. I do it 3-5 times a year.

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Survey Data

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Insight

For print services:

• 18-34 Age Group: 66% use retailers; 26% online services; 8% Printer
• 35-44 Age Group: 52% retailers; 37% online services; 11% Printer
• 45-59 Age Group: 53% retailers; 26% online services; 21% Printer
• Over 60 Age Group: 50% retailers; 13% online services; 37% Printer

I’m 65-69 years old. I prefer to use retailers to print photos. I also use printer to print. I seldom use online services.

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I’m 40-44 years old. I prefer to use retailers to print photos. I also enjoy using online printing services.

Survey Data

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Insight

I use my home printer to print photos.

I use Walgreen, Shutterfly, Costco.

Survey Data

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Insight

I received my frame as a gift from my son and daughter.

Survey Data

​

Insight

I use Nixplay frame to generally share photos of the family.

I use Nixplay frame to show photos of the grandchildren.

Survey Data

​

Insight

I own 1 frame.

My family owns 2 frames.

Survey Data

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Insight

I don’t print photos.

I print photos more than 5 times a year.

Survey Data

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Insight

I never order prints off the Internet.

I sometimes order prints off the Internet.

Survey Data

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Insight

I don’t consider a subscription service that sends me some printed items of what had appeared on the frame during the past month.

Zendesk

Insight

I want to print photos sent to me.

#1157764

#1017543

#1026902

Zendesk

Insight

As an iPad user, I want to print photos from Nixplay.

#1157764

#1203461

#1136741

#1077159

#1122793

#1004753

#1024289

Zendesk

Insight

I want to print photos that appear on my frame.

#1004753

#1010807

#27647

#1024289

#1119846

#1120726

#1120726

#1100977

#1185194

#27312

#1017543

#1119968

Zendesk

Insight

I want to print individual photos in different size e.g. 8x10, 4x6, 5x7

#1131418

Zendesk

Insight

I want to print album/playlist/friends photos into a photo book

#1035052

#1086677

#1082188

#1017543

Zendesk

Insight

I want to get photos from Nixplay to print with Walgreens. But I don’t know how to download them.

#1016566

#1111894

#1008909

#1095785

#1084149

#1074340

#1159047

#1119968

Zendesk

Insight

I want to copy photos from Nixplay to a USB or SD card so that I can take to retail store to print or use my own printer to print. But I don’t know how to download them.

#1023972

#1002539

#1097919

Competitor Reviews - positive

FreePrints

LalaLab

First 10 photos free. 85 free prints.

$.09 a peice.

1 dollar shipping

€ 5 discount on the first order

Competitor Reviews - positive

LalaLab

€ 5 discount on the first order

Photo Print:

Easy to use. Easy to select photos.

Pickup today fast.

Competitor Reviews - negative

FreePrints: Can’t change an address error.

FreePrints: ETA incorrect. Deliver not on time.

LalaLab: Take long time to curate. Disappear after close app.

LalaLab: app crashes when adding photos

Competitor Reviews - negative

LalaLab:Paid an express delivery but didn’t arrive fast.

No CS in the app.

Shutterfly: Can’t view & edit before check out.

Photos have been cropped and color was muted.

Can’t cancel the order.

Can’t select an album to upload.

Don’t remember payment and shipping info.

Promo codes don’t apply correctly

Typical Customer Journey - 2018

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Mom Helen

Mom unboxed the frame on Boxing Day.

Middle Aged Son John

Son bought a frame with 30% discount on November and gifted it to mom on Christmas.

Case 1: Mom created her own frame owner account on Boxing Day.

Case 2: Son set up the frame for mom on boxing day. Son and mom both used the same frame owner account.

Mom: frame owner. Son: non frame owner.

Mom: frame owner. Son: shared account frame owner.

Assumptions:

1. Most of the case, the frame will be pre-shipped to son’s home, unboxed and paired on Boxing Day.
2. Most of the case, mom will have the frame owner account.

Typical Customer Journey - 2019

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Mom: frame owner. Son’s wife: guest user.

Mom Helen

Middle Aged Son John

Son bought a frame with 10% discount and a free photo book coupon on November.

Case 1: Son’s wife wants to redeem the coupon as guest user before Christmas and gift the frame and photo book to mom on Christmas.

Case 2: Son’s wife wants to use mom’s account to redeem the coupon after Christmas and ship it to mom’s home.

Mom: frame owner. Son’s wife: shared account frame owner.

Mom unboxed the frame on Boxing Day.

Assumptions:

1. Offspring will pre-redeem the coupon and gift it to mom on Christmas.
2. Offspring will redeem the coupon and gift it to mom after Christmas.

Typical Customer Journey 1

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Grandma Helen

Grandpa Jim

Daughter Mary

Content Contributor

Shared Frame User

Frame Owner

Son John

Content Contributor

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No account

Rita

No account

Tom

No account

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Tracy

No account

David

No account

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Desired Outcome

Grandma Helen

Grandpa Jim

Daughter Mary

Frame Owner

Son John

Content Contributor

​

No account

Rita

No account

Tom

No account

​

Tracy

No account

Content Contributor

Shared Frame User

David

No account

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Persona 1 - Grandma Helen

Persona 2 - Son John