Challenge 8 of 52: Laptop Repair Service

Challenge 8 of 52: Laptop Repair Service
[L-R] Mr. Edzwan, Mr. Syahrudin & Mr. Ifwat during our Business Model Canvas coaching session

This week I had the chance to meet Mr. Edzwan, one half of Dr It’s a laptop repair company originally based in Bandar Baru Bangi before moving to Ipoh. He attended my Business Model Canvas coaching and we discussed the Channel block in detail.

Typically, most customers come personally to the shop with their broken laptop. This limited the scope of potential customer to Ipoh City and surrounding area. Few are willing to courier their broken laptop and those who are willing didn’t know the best way of securing their laptop for shipping.

Currently, they suggest the customer to find bubble wrap or egg cartons to pad their laptop. However, not all customers have the time to find the packing materials. Furthermore, how to establish stronger credibility to earn enough trust for potential customers to send in their broken laptop? If they are able to do that, it will expand their scope of potential customers nationwide.

Inspired by Zappos, I suggested that they provide packing kit to provide convenience their customer. Their customer can bank-in a minimal amount of money first and receive a package complete with bubble wraps and a sturdy box to secure their laptop. To step it up further, they can also provide pre-paid waybill to make it even easier to ship the laptop back to the repair center.
The goal of this User Experience re-design is to reduce friction and resistance for customer to move from Evaluation phase to Purchase phase. Less resistance means increased conversion rate for the business and increased revenue. This re-design also will convince that the Delivery phase will be a reassuring experience for the customer.
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