India's Service App - Fyxit
A one stop solution
for all your digital products and service
requests, in a convenient and seamless way.
Web app
Prototyping, UI, UX, Research, Graphic, Requirement gathering
# About Fyxit
We secure your investments and provide hassle free maintenance - All in one place. We're dedicated to providing exceptional post-purchase service to ensure a great customer experience. With our one-stop assistance platform we provide a hassle-free repair and maintenance assistance for all the electronics and home appliances.
# About Concept
At Fyxit we understand that while brands make great products and retailers are skilled at selling them, after-sales service can often be a challenge.
That’s where we come in, providing a complete one-stop solution to help you with all the information you need along the way.
With our state-of-the art Tech Stack, we aim to provide a hassle-free experience throughout the entire ownership cycle of the product.
# User Pain Points
Long wait times for service technicians to arrive
Difficulty in reaching service providers
Too many phone calls between different stake holders
Some user pain points illustrations (used for marketing and presentations)
# Customer's Current Needs
Transparency in service process
Accountability of the services
One place for appliance and gadget service and usage records
Services should be up-to the mark
Products to be serviced within a short period of time
#
# Target audience
• Every individual who owns an appliance or gadget.
• Individuals who are comfortable using technology and may prefer digital platforms, such as mobile apps, to manage their service needs.
• Customers who value convenience and want their appliances to be repaired quickly and efficiently.
• Customers who want an easy-to-use platform to raise service requests and get their appliances fixed.
# Market research
Opportunity
• The India consumer electronics market size is expected to reach USD 124.94 billion by 2030. It is expected to expand at a CAGR of 6.5% from 2022 to 2030. Rising disposable income, rapid urbanization, and the introduction of novel products in the market are expected to further contribute to the market growth.
• The global extended warranty market size was valued at $122.89 billion in 2021, and is projected to reach $274.94 billion by 2031, growing at a CAGR of 8.6% from 2022 to 2031.
• The India consumer electronics extended warranty market size was valued at $305.42 billion in 2021, and is projected to reach $1,502.38 billion by 2031, growing at a CAGR of 17.5% from 2022 to 2031, driven by increasing consumer awareness and rising adoption of consumer electronics.
• The electronic device repair service market is projected to have a steady CAGR of 6.5% during the period of 2022-2032 and is predicted to grow from US$121.2 Bn in 2022 to US$ 228.2 Bn in 2032.
• The company's target market is primarily homeowners and renters who own multiple appliances and gadgets and are looking for a convenient and stress-free way to manage and maintain them.
Clear and Accessible Files
Provide flow diagrams or prototypes to show user journeys.
Clear and Accessible Files
Read more about the extended warranty market
Research article 1
Research article 2
Research article 3
Research article 4
Provide flow diagrams or prototypes to show user journeys.
Competition
• The company's core product is a Digital Gadget Bank that customers can access through our website or mobile app. This platform allows customers to create a profile for each of their appliances and gadgets, including the make and model, purchase date, and warranty information.
• In addition to the digital gadget bank service, the company also offers an on-the-go repair service for appliances and gadgets that have broken down. Customers can schedule a repair appointment through the website or mobile app, and a technician will be dispatched to their location to fix the issue.
• The company's competitive advantage is its ability to provide a one-stop-shop for appliance and gadget management, including both digital storage and on-the-go repair services. This makes it a valuable resource for customers and sets it apart from traditional appliance and gadget repair services.
Clear and Accessible Files
Provide flow diagrams or prototypes to show user journeys.
Clear and Accessible Files
Provide flow diagrams or prototypes to show user journeys.
# Customer app screens
This app used by the users who awail to the fyxit services
# Dealer app screens
This app used by the dealership owener and its teams who provide the fyxit services
# Developer handoff
After finalizing the design next critical phase was the design handoff to our development team. To ensure a seamless transition and clear communication, I took the initiative to create a comprehensive flowchart. This flowchart mapped out the entire user journey, from landing on the platform to navigating through various modules. allowing the devs to understand not just the look but also the functionality of overall. This approach significantly reduced ambiguities and set the stage for a smooth development process.
Taking care of developers during a design handoff is essential for smooth implementation, minimizing misunderstandings, and maintaining design integrity.
Clear and Accessible Files
Provide flow diagrams or prototypes to show user journeys.
Annotate the spacing
Specific notes to understand the use case
Separate design changes and communicate updates clearly
Complex sprite icon set
Separate design changes and communicate updates clearly
Complex sprite icon set
# Result
• #
# Learnings
• Always keep devs in loop since the beginning (during ideation phase)
• Design is subjective; everyone will throw their own opinions. Hear out everyone, but follow if you are convinced.
• Sometimes it’s good to take two steps backward to move forward towards the right path.
• Always consider the business aspect and end user and how a feature drives the core metric of a product.
• Ensure the new feature integrates seamlessly into the existing ecosystem, and how it has various little details to consider like touchpoints, scalability & more.
# And That’s a wrap!
Let’s improve this together!
If you notice some bugs, got general feedback or something is unclear, feel free to hit me up on linkedin.
I hope you guys found this case study useful and informative. I would be more than happy to have a chat with you.
As a product designer, I believe that there is always a lot of room for improvement in customer experience for any product.