Elevating Bissell’s Spin Wave with User-Centric Storytelling
User Research
Customer Experience
Data Analytics
Bissell, a family-owned leader in premium cleaning products since 1877, sought to enhance the customer experience for its Spin Wave robot vacuum line. With a product and app generating data but lacking a clear connection to business outcomes and new customer value, Bissell partnered with Vervint to analyze user patterns, uncover opportunities, and create a roadmap for a superior user experience.
Vervint’s human-centered approach delivered actionable insights to boost customer loyalty and product differentiation in the competitive robot vacuum market.
Primary Goals
Deepen customer understanding
Use qualitative and quantitative data to uncover Spin Wave customer needs and behaviors
Enhance user experience
Translate insights into actionable improvements for the Spin Wave product and app to drive customer satisfaction
Prioritize strategic investments
Identify high-impact opportunities to increase market share and drive continuous product improvements
I can’t tell you how happy we have been with your outstanding collaboration & support through this IoT journey.
Diving Deep into Customer Insights
Bissell aimed to elevate its Spin Wave robot vacuum by leveraging user data to create a next-level customer experience. Vervint began with a discovery phase, conducting in-depth interviews with stakeholders, customers, and external partners to map out existing data and identify gaps. This formed the foundation for a preliminary report that outlined opportunities to connect data to meaningful outcomes for users and for the business.
Living the Spin Wave Experience
In the experiential assessment phase, Vervint’s team took the Spin Wave product and app home, using them as customers would. This hands-on approach provided firsthand insights into user interactions, pain points, and opportunities for improvement. By combining qualitative experiences with quantitative data, Vervint crafted a cohesive customer story that aligned with Bissell’s goals of enhancing loyalty and differentiation.
Translating Insights into Action
Vervint developed a Learning Map, a strategic document that translated user experiences into actionable insights across three key areas: market share, product improvements, and automation opportunities. For instance, analysis revealed underutilized support videos, prompting recommendations to improve access through the app’s error modal, reducing support calls while enhancing customer troubleshooting.
Results Delivered: A map to happier customers and product enhancements
Actionable Learning Map: Delivered a comprehensive roadmap that prioritized high-impact improvements, guiding Bissell’s product and app enhancements.
Improved Customer Experience: Optimized support features, like video accessibility, to reduce friction and enhance user satisfaction.
Strategic Growth Opportunities: Identified automation and product enhancements to strengthen Bissell’s market position and customer loyalty in the robot vacuum space.
Through Vervint’s user-centric storytelling, Bissell transformed Spin Wave customer data into a powerful roadmap for innovation. By blending qualitative insights with quantitative analysis, Vervint empowered Bissell to deliver a superior user experience, solidifying their legacy of excellence and paving the way for continued success in the evolving robot vacuum market.
