Springfree Trampoline Enhances Customer Experience with BILT
Technology Category
- Sensors - GPS
Applicable Industries
- Education
- Packaging
Applicable Functions
- Logistics & Transportation
- Product Research & Development
Use Cases
- Indoor Positioning Systems
- Virtual Prototyping & Product Testing
Services
- System Integration
- Training
About The Customer
Springfree Trampoline is a premium brand that has been in the industry for over 15 years. They are known for their patented design that eliminates 90% of trampoline product-related injuries by removing the springs and the steel frame at the jumping level. The company is committed to delivering the best possible customer experience and empowering families to get outside, be active, stay safe, and create memories. Their trampolines are often purchased for special occasions, making it important for customers to minimize the time spent on assembly and installation. The company also provides a white glove installation service, but many customers prefer to assemble the trampolines themselves.
The Challenge
Springfree Trampoline, a premium brand known for manufacturing the world’s safest trampolines, identified an opportunity to improve the set-up experience for their customers. Despite having a white glove installation service, many customers preferred to assemble the trampolines themselves, a trend that increased during the pandemic. The assembly process was generally straightforward, but the steps involving the connection of the mat rods to the frame and jumping mat proved challenging. Proper body positioning and weight distribution were crucial for correct assembly, and two people were required to work in tandem. The company wanted to communicate these steps in a way that was easy to understand. Additionally, Springfree needed to provide clear and detailed instructions to their professional installation crews. The challenge was to bring the assembly experience into harmony with their premium product.
The Solution
To address the assembly challenges, Springfree partnered with BILT to enhance the assembly experience. BILT instruction designers worked with Springfree engineers to develop humanoids that demonstrated the correct physical positioning and weight distribution for both installers during the mat rod steps. The BILT app provided 3D animated instructions, voice and text-guided explanations, image rotation and zoom capabilities, and easy instant replay. It also provided additional information such as warnings, cautions, tools required, parts included, and warranty information. The app enabled customers to complete assembly tasks more quickly than with paper manuals or instructional videos. To maximize the benefits of using the BILT app, Springfree communicated its advantages through digital assets, packaging, post-purchase emails, and call outs on paper instructions.
Operational Impact
Quantitative Benefit
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