6000 product guides for Electrolux.
- Electrolux
- 2024-03-01
- Content production, Production Management
When traditional manuals fell short, we helped turn product support into a seamless, mobile-first experience. By creating concise, user-friendly guides, accessible via QR codes and translated into 20+ languages with AI, we empowered customers with instant answers, right when they need them. The result? Consistent, scalable content across every market, reduced support pressure, and a new global standard for customer care.
Insight driven approach
Using surveys and user tests, we allowed a group to use Electrolux products. Topics like "How do I order a spare part?" and "How do I schedule a service appointment?" arose. Many smart features were left untouched, such as the correct dosage of detergent or programs that are gentler to use. So how do you get someone to use a function they're unaware of?
Accessible and UX-adapted product information
New Electrolux products were tagged with QR codes. Through a simple scan, the user is directed to a landing page where all questions from the test group were answered, along with a variety of user-customized guides describing specific programs and how to take care of their product in the best way possible. Since we know exactly which product the user is facing, we could tailor the content of features and adjust details for that specific machine. With headlines that actually described what a function did rather than the function's name, we could further facilitate the user's experience.
“This is such a damn great feature!”
73 %
completion rate meaning that users have read them from start to finish
Content creation at light speed
Curious Mind focused on delivering content for a product category. The first guides published in the fall of 2023 were received so well by both the organization and users that it was decided to write more guides, this time for the remaining product categories.
140
unique user guides
40+
countries where there the guides where launched
6,000+
different versions of the guides
With the guides now live for Electrolux users, we can see that 73% of all guides are read from start to finish, which is an incredibly positive indication that we delivered content that users found truly useful. As this was a new initiative within Electrolux, at Curious Mind, we had to develop tone and process guides, UX writing guidelines, and templates that are still in use within the organization. Being able to work closely with UX designers within Eidra enabled and simplified the process, as we could early on address what each area of expertise needed to deliver high-quality materials.
“But now I am a little bit surprised. It makes SO much sense! It was simple and very easy”
The impact
Customers now receive clear, instant guidance at the point of need. Internal efficiency improved, support pressure eased, and content is now consistent and scalable across all markets—setting a new standard for global product support.
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