Avantree's New Interactive User Guide (IUG)
Brand: Avantree
2025
82%
setup success
26%
fewer returns
41%
fewer complaints
Objective
Avantree’s advanced audio products introduced frequent chipset upgrades and new protocols like Auracast™, but printed manuals couldn’t keep up. Each generation brought new interfaces and procedures that left users — especially seniors — confused. The goal was to improve first-time setup success, reduce support load and return rates, and deliver always-up-to-date guides that could scale across product lines.
Solution
We analyzed over 2,000 support tickets and 1,100 customer reviews, plus conducted 10 interviews with senior users. Insights showed most customers relied on smartphones, preferred visuals, and struggled with outdated, text-heavy manuals.
Research: Identified key pain points from feedback and user studies.
Design System: Built a modular guide structure for quick updates by feature or version.
Prototype: Wireframes and mockups with step-by-step visuals, animations, and videos.
Test: Usability sessions with seniors to refine readability and navigation.
Deliver: Integrated QR codes on packaging and launched across three product lines in six languages.
Outcomes
The Interactive User Guide bridged the gap between fast product evolution and customer onboarding. By shifting from static printed manuals to dynamic, mobile-first guides, seniors gained confidence and independence in setup. Page load times stayed under 1.5 seconds, bounce rates fell below 20 percent, and Avantree’s support load dropped significantly. The IUG became a reusable framework rolled out across multiple product lines, ensuring every update reached customers instantly.