Support videos

"To help customers, first understand them" Sync is an in-vehicle communication and entertainment system. Soon after launch the company was inundated with technical support calls that were high touch and high cost. Sync was meant to attract younger consumers, but our audit of the support logs found that most calls were from older customers, sometimes quite old. As part of a comprehensive audit, we noted the most common issues and resolutions, as well as the language used on calls. After several rounds of animatic prototypes, we developed a set of 12 support videos that were both attractive to young customers, and clearly and methodically resolved the most common problems experienced by older customers, reducing phone support.