My Canon Printer
We led the product discovery, strategy and service design for the launch of My Canon Printer - Canon's home for their new range of connected home and small office printers. Customers land on the site when they setup their new smart printer (on desktop or mobile) and then are able to subscribe to a range of new Canon print services - including Easy Ink Delivery Reminders to receive smart reminders from their printer before it runs out of ink and get replacements sent straight to their door. Embedded directly with Canon's product owner and team we worked with senior marketing, product and e-commerce stakeholders in Europe and Japan to carry out a range of discovery work including a competitive analysis of ink replenishment services already on the market in Europe and the US. We synthesised Canon user research on home printing across various personas, ran a series of customer journey mapping sessions, and then prioritised and managed a product launch roadmap while also leading the product/service delivery with Canon's development team (involving everything from working with hardware APIs to mapping the fulfilment and delivery experience for a Europe-wide service launch). Post-launch, we then helped Canon analyse data on signups and ink sales to continuously improve the user experience and business results.