Kinarm
Interactive Robotics Brain Injury Research
The primary objective of this project was to gain a comprehensive understanding of the training challenges encountered by Kinarm's diverse customer base, including clinical and basic researchers, lab operators, and lab supervisors. The aim was to provide actionable recommendations to Kinarm that would improve their existing training processes and enhance the overall support experience. These recommendations were required to align with industry standards while effectively reducing the number of support requests directed to customer service representatives. To accomplish this, Spark Communications conducted a series of research activities, including historical data analysis, heuristic analysis, surveys, interviews, and focus groups. These activities allowed for the identification of trends, common issues, and pain points experienced by customers, thus providing valuable insights for the development of targeted recommendations. By understanding the specific training challenges faced by Kinarm's customers and delivering recommendations aligned with industry standards, the project aimed to improve the training processes and support experience, ultimately enhancing customer satisfaction and reducing reliance on customer service representatives.
Category
User Research
Video Production
Areas
Pre-production Planning
On-site Shoots
Post-production Cuts
Master Cut
Industry
Medical Technology Manufacturing
Team
UX Researcher
Video Team Lead
Cinematographer
Video Team
Video Team
The Challenge
Kinarm engaged Spark Communications to conduct user design research focused on their training and support systems. The objective was to address the increasing number of support tickets and enhance the training experience for customers. The findings revealed challenges such as a lengthy learning curve, limited availability of on-demand information, and a lack of structured training materials. The support team faced difficulties due to the growing ticket volume, over-reliance on support staff, and high turnover of new users. To address these issues, Spark recommends the development of the Kinarm Academy, an online platform offering on-demand training resources and certification programs. Additionally, improving training materials, including concise content and multimedia formats, and implementing enhanced support systems such as a comprehensive knowledge base and proactive customer support, were proposed. By implementing these recommendations, Kinarm can streamline training, empower customers with timely information, and foster a supportive community of Kinarm users.
The Solution
Kinarm engaged Spark Communications to conduct user design research focused on their training and support systems. The objective was to address the increasing number of support tickets and enhance the training experience for customers. The findings revealed challenges such as a lengthy learning curve, limited availability of on-demand information, and a lack of structured training materials. The support team faced difficulties due to the growing ticket volume, over-reliance on support staff, and high turnover of new users. To address these issues, Spark recommends the development of the Kinarm Academy, an online platform offering on-demand training resources and certification programs. Additionally, improving training materials, including concise content and multimedia formats, and implementing enhanced support systems such as a comprehensive knowledge base and proactive customer support, were proposed. By implementing these recommendations, Kinarm can streamline training, empower customers with timely information, and foster a supportive community of Kinarm users.
Company Assets
Our research recommendations for Kinarm will greatly enhance service delivery across various areas. The insights gained from the research will serve as a strong foundation for refresher training programs or Kinarm camp sessions, benefiting customers in their continuous learning journey. By implementing these recommendations, there will be a significant reduction in the volume of support tickets submitted. This will enable the support team to streamline internal processes, maintain knowledge, and provide personalized support to customers. Moreover, the recommendations will empower customers to become more independent by efficiently finding the resources they need. The results of the research have identified pain points experienced by different target audiences, such as the need for updated materials, access to facilitated refresher training, and handling high volumes of ticket types requiring further knowledge. These findings will greatly improve the user experience on the website, ensuring a seamless interaction and eliminating any user interface challenges.
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