A great out-of-box experience (OOBE), commonly referred to as “unboxing,” greatly reduces product returns and increases customer satisfaction. Blink uses OOBE testing to understand how to best design the initial setup and use of products. During an OOBE test, users are observed interacting with packaging, hardware, “quick start” materials, setup software, registration materials, help content, support or firmware update websites, and other product components. We then analyze their initial interactions with the product to identify and address issues that real users will encounter on their own.
OOBE testing often reveals the unexpected, and we find it’s actually what users don’t notice that negatively impacts their first experience with a product. The order and placement of items within packaging may dictate whether they are used or ignored. Quick Start materials are often read in unusual ways or consulted only after problems occur. Additionally, users’ past experiences with hardware strongly influence their behavior with new products, such as when and how to make connections. Field-based OOBE tests provide valuable insights into the physical arrangements necessary to successfully use the product. Knowing common behaviors and designing with them in mind can reduce risk and increase the likelihood of a positive first product experience.
We’ve performed many out-of-the-box tests in natural environments around the globe, including a comprehensive analysis of what it’s like to purchase and set up a Microsoft Xbox Kinect. Our clients have seen large ROIs by developing a better understanding of how long their cables need to be and what types of spare parts they may need to include in the package.