Smart+Cool is a smart plug developed by Carrier Air Conditioning. It controls appliances connected to it, through a mobile app. It monitors energy consumption, turns connected appliances on and off, prevents overheating, and creates schedules. Make was tasked to map the application’s customer journey, deploy its CRM, and design its UX and UI.
Catering to a digitally savvy consumer base and staying ahead of the pack, Carrier planned to release a new IoT (Internet of Things) device — a smart plug — to be bundled and sold with their new AC units.
A. — Based on research, map the overall Customer Journey.
B. — Associate personalised and automated marketing content across all touch points.
C. — Create beautiful, functional User Interface design for their new mobile app (that’s connected to their new hardware).
We mapped the Customer Journey, which starts with the purchase of an AC unit and Smart+Cool bundle, all the way to consumption reports and maintenance reminders. This allowed us to highlight the right channels that we can create marketing content for, and also coordinate the teams within the Carrier group that are responsible for each part of the process.
We deployed, set-up, and managed an open source Marketing Automation platform — Mautic. This allowed us to transform the ideal customer journey into functional decision trees. We also set up lead scoring for various user segments, and connected the proper marketing content — whether its email, push, or SMS (via Amazon Simple Notification Service) for their users.
We conducted CRM workshops with the client, to go through each step of the CRM and Marketing Automation journey. This highlighted the transformation that needs to happen in their organization, and allowed them to fully transition out of their legacy CRM workflows. In collaboration with the client, we assigned the roles, responsibilities, and actions associated to each department for launch and post-launch.
We also connected the client with a data cleansing supplier, so that they can maximize their existing (but stagnant) database of users — and know which of these users are still valuable, and can be transitioned into their new Mautic Marketing Automation platform.
As an initiative, we proposed initial mockups and animated prototypes, very early in the development process. This contained established interaction patterns and ideal product features found through research, so that the client and its various departments (from Marketing to IT) would visualize the end goal better, and have a clearer starting point.
These early screens, wireframes and mockups would then serve as the guide for the whole client-side development team, so that they can develop the ideal features that will be integrated with their hardware device.
We created all the UI designs, including: Registration, Initialisation, Guided App Tours, Dashboards, Device Settings, User Settings, Daily Reports, Monthly, Reports, Support Chat, and Notifications.
We designed and developed the Smart+Cool site, to coincide with the product launch, synced with the Mautic platform deployment. We also worked with Ace Saatchi & Saatchi during the product launch activation event, deploying live app and product demos.