This case study isn't quite finished – full version coming soon.
ProductFriend is a consumer mobile app that allows users to digitally keep track of their receipts and warranties.
During 2016, I was put onto the ProductFriend project while working at RiverviewB2B, a B2B sales and marketing agency based in Sydney, Australia – as the company's first internal product.
The product was born to solve the frustration of having countless receipts hidden around the house when you needed to claim on warranties or on-sell a product. Our focus was on delivering a smooth end-user experience that provided a 'point-and-shoot' when uploading products around the house, while ensuring a high degree of data accuracy at the end outcome.
The business model focused on then connecting the most popular brands uploaded into the product, and offering a new channel for warranty upsell/exensions, accessories attachment opportunities and more.
I started by conducting interviews with people about their post-purchase habits, and a small survey to track the results. The key things we found:
- As a whole, people generally tend to hang onto receipts & warranty cards for 'key' product purchases
- Those living in a household with children generally said they had more mid-large (based on price) products than single counterparts said they did.
- A product's dollar value and the degree of usage were the strongest factors for people's willingness to keep track of their receipts & warranties.
- Younger (18-25) people generally said they didn't make as many larger dollar purchases as those in the 25-40 age bracket.
- Most couldn't remember when their product's warranty periods were, or whether they were still covered by warranty or not
- Some people mentioned buying a product second-hand, and having no idea about the warranty details or receipts.
These insights led us to focus on 25-50 year males & females, typically with a young family and a higher-than-average median income.
We likewise undertook research trying to lodge warranty claims with various manufacturers of our own products, and found the common pieces of information typically requested by a user.
In terms of our product offering, we decided to initially be mobile-only during the MVP phase. In future, we planned to open up a rich web platform that allowed public listing pages with various information on reviews, where to find support, offers and more.
In the early phase, we decided to keep the Android and iOS structure fairly simple – we wanted to keep three distinctive areas:
- Add Product process: A clear, simple four-step process to capture key information needed to track a warranty.
- All products inventory: Listing all of their products, and features to easily find what you're looking for, as well as highlighting products expiring soon.
- Individual product listing: Details view of a particular product's information, as well as linked resources for support & service information from the manufacturer and more.
With a sitemap in mind, I mocked up wireframes on paper and began to play around with concepts. From there, we made a lo-fi prototype and asked users to see if they could complete the goals we asked them to do using Maze (via InVision and Sketch). This led to a few refinements before we moved onto hi-fi mockups.
Design and Development
After a period of wireframing, the we came up with a final set of screens that we decided to move into development for iOS and Android. I led an Agile team of mobile and backend developers that built the infrastructure and applications necessary for the go-to-market.
I then ran beta testing using TestFlight and APKs amongst internal testers before we launched the apps to the respective app stores for approval.
We launched the app in both iOS and Android app stores in just under 3 months from the start of wireframing, through to the final release date. I worked on the company's digital marketing efforts to obtain the first 1,000 users over the course of the first 3 months.