My Canon Printer
We led the product discovery, strategy and service design for the launch of My Canon Printer - Canon's digital service platform for their new range of connected home and small office printers. When they setup their new smart printer, customers are invited to subscribe to a range of new Canon 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 via Canon's European e-commerce platform. Embedded directly with Canon's product innovation team we worked with senior marketing, hardware 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 customer 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 connected hardware APIs to mapping the ink fulfilment and recycling 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.