Case Study: Epson Printer Setup Audit

Led the UX audit and provided recommendations for improving the setup process of Epson’s multi-function printers. (2020-2021)

The Project

Perform a comprehensive UX audit of Epson's printer lineup to evaluate the user experience during the initial setup, including device setup, WiFi connection, software installation, Epson Connect, and product registration.
Examine competitive examples to identify best practices.

My role

Identify the current user setup experience.
Identify issues with the current user setup experience.
Identify current “Best Practice Setup” Trends
Provide recommendations for improving:
- The initial setup experience.
- The registration process for Epson Connect Services.
- The product registration process.
- The user registration process for research studies.
- The language and tone of voice.

Goals

Improve the printer installation experience.

Increase the number of users for Epson Connect Services.

Increase the product registration rate.

Problem Statement

The setup process involves numerous steps, requiring the user to switch between various areas (start here sheet, printer screen, computer screen, WiFi router, and smartphone) to complete different tasks, which makes it time-consuming.

On average, there are 74 steps required to configure a printer.

It takes approximately 47 minutes to fully configure a printer.

The configuration process includes five different stages.

Additional Issues Identified

Too much information presented at once
The experience of using the printed start sheet can be challenging to get through.

Unnecessary Setup Steps
Steps such as selecting daylight savings, date format, and time format.

Inconsistent use of language to similar functions
For example, CTA’s to advance are labeled as one of the following: “Continue”, “Proceed”, “Done”, “OK”, or “Go”.

Confusing processes
This is due to lack of sufficient context/explanation, navigating between different areas of focus (screen and printed sheet), and misleading labels.

Inconsistent software naming
This causes unnecessary confusion in a process that should be straightforward.

Confusing options for connecting via WiFi
When the user reaches 'Connect via WiFi', they are presented with multiple unclear options. WiFi connection can only be set up through the printer interface.

Unexpected interruptions
Halfway through the software installation, the user is asked to register the product. When selecting the 'Yes' option, the user is presented with a different screen that looks different and takes them away from the software installation process.

Complex and unclear Epson Connect options
Complicated to set up, there are currently three ways for a user to create or connect to Epson Connect. None of these options clearly explain what Epson Connect is used for.

Identified Setup Trends

Utilize one app for initial setup and managing of multiple products.

Require (or strongly encourage) users to create an account in order to use the product.

Point the user towards a single method of connection to WiFi, simplifying the process.

Recommendations

Streamlining Setup
Grouping logical processes together, so that user does not jump back-and-forth between different areas of setup.

Use a single Epson Account
To move users from product registration to customer registration, we recommend adding a customer sign-in/account creation process. This account will allow users to manage their Epson products, order supplies, get technical support, and unlock advanced features.

Use of QR Code
Overall, the SEC plan to use the start here poster with a QR code pointing users to the Smart Panel app is a good approach. In the instances where users do not start with the poster and go straight to the printer, we recommend that the printer displays text encouraging the user to complete setup by downloading the SmartPanel app.

Simplification of the user consent process
With the goal of getting more users to participate in research to enhance future product experiences, the process for agreeing should be made easier. This can be done by giving more context as to how the research will be used, and offering the ability to read about what data will be collected. The language used here will also be important as it needs to reassure the user of privacy.

Automatic setup of Epson Connect services
By having an Epson Account ID, Epson Connect Services would be automatically set up without user intervention. This leads to a better user experience by reducing about 16 steps to a simplified single step in which Epson Connect features are displayed to the user during initial setup.

Automatic Product Registration
By having an Epson Account ID, Product Registration can also be simplified and automatically done for the user. An acknowledgement during the product setup will also be displayed so the user is aware of warranty status and expiration date. Offers for discounts on extended warranties can also be presented during this step.

Extend the Smart Panel App to Other Platforms
Ensure that Smart Panel app is also ported for desktop environments and other operating systems. This will ensure the setup process is exactly the same, regardless of environment.