With a newly-launched appliance repair subscription product in the market, we needed a fun way to get customers excited about signing up and a way to get real-time feedback about the repair and sales process so we could funnel those insights back to the teams.

After spending time with experts on field ridealongs, we quickly realized how… awkward the pitch was for Appliance+. After a successful repair, the expert would stumble into a script that was dissonant to the rest of their visit, catching customers off-guard and resulting in a less-than-ideal SP100.

We noticed that once customers were handed their receipt, the entire mood of the visit shifted, signaling customers were in a "wrapping up" mindset. We hypothesized that there was a better, more delightful way to talk about Appliance+.

Based on work from a partner team exploring welcome kits for in-store customers, we designed a self-contained packet that could better be utilized during in-home repairs.

To incentivize signing up, we came up with several ideas for a "welcome gift" but ultimately landed on something we could easily fulfill ourselves in real time. By going with a digital voucher, we set ourselves up for testing multiple concepts in the field to pivot as quickly as we wanted.

To quickly fulfill the welcome gifts, we set up a Typeform survey and hit the field to discuss this pilot with field experts. They loved the idea for several reasons, including having a single packet to hold all the documentation, and any additional incentive they could offer to get customers interested in Appliance+ was a win in their book.

We sent two pilot groups out with enough packets to last a week, and then we sat back and waited for responses.

Based on our existing SP100, we were expecting between 5-10 customers to fill out the survey, and we were happy to see a total of 13 interview opportunities. We used Notion to manage the entire process, and manually sent emails to customers to let them know their gift had shipped.

We were able to interview a total of two customers, which was a huge success for us given how hard it had been to get time with actual repair customers. We had rich conversations with both of them, synthesized their feedback, and brought insights back to the teams to inform the future roadmap.