Understanding the Customer Experience with a Wi-Fi Enabled Air Conditioner App CHALLENGE A leading appliance manufacturer wanted to assess customers’ usage experience with a Wi-Fi enabled air conditioner controlled via an app. The goal was to identify pain points and opportunities to enhance the user experience of unboxing and provisioning under a number of standard use cases. APPROACHIn order to gauge initial set-up and usability of the app, the following user experience was observed during the course of in-depth usability interviews: Unboxing the unit and registering/setting-up the app and linking it to the unitFree play and usability assessment given a number of mission critical activities (changing temperature, setting a schedule, etc.)Blue sky ideation of connected appliances to envis

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