Challenges: 

Thermo Fisher sought to understand better and improve the user experience surrounding their Finntip and Finnpipette products. Recognizing the critical role these tools play in laboratories, the company aimed to address issues related to liquid mishandling, manufacturing consistency, and researcher education. We  mapped user behaviors and product interactions throughout the user journey. This process revealed specific pain points in the existing product experience, such as confusing navigation and slow load times, providing clear opportunities for targeted improvements.

Solutions: 

Our research built  user confidence and trust through manufacturer-recommended processes and product education that ensured precise measurements and outcomes. Our recommendations led to redesigned packaging for easier tip access on Finnpipettes, enhancing usability. We also streamlined the pipette loading and liquid distribution process, saving time and boosting usability loyalty. When researchers face the discontinuation of their preferred tips, Thermo Fisher provides expert guidance to find suitable replacements, emphasizing that finding a new "old reliable" was both easy and possible.

Results: 

Implementing our solutions delivered transformative results. We significantly enhanced the user experience by focusing on precision, consistency, and ease of use. Strengthened customer relationships and loyalty were achieved through active engagement and appreciation. Our redesigned packaging and optimized tips improved workflow efficiency, while our emphasis on quality and support for replacement tips boosted customer trust. Thermo Fisher's dedication to addressing user challenges elevated the Finntip and Finnpipette experience, solidifying its reputation as a trusted partner in the scientific community. This project showcases the power of user-centric innovation and its positive impact on products and customer relationships.