As a brand that offers consumers with goods and services - including lifestyle appliance and furniture items - needed at home and work, Coway was the first-ever company in the product rental and care service business to create a service provider group - “Coway Coordinators.”
This project was a service design project aimed at improving the services of Coway Coordinators as a service provider, rather than at designing a new product on behalf of Coway. In executing the project, SWNA carried out quantitative and qualitative surveys. More specifically, it conducted qualitative studies - featuring interviews with each managing office, interviews with coordinators in the field, shadow tracking, and environmental observations - and analyzed service touch-points where Coordinators could come into direct contact with consumers to find optimized solutions.
Moreover, SWNA analyzed the dynamics between internal stakeholders at Coway to gain better insight into its businesses, and systematized the work responsibilities of each entity in a much more effective manner to improve the work efficiency of Coordinators. In doing so, SWNA hosted a variety of workshops and ideation sessions with marketing, product development, service, and CS departments at Coway.
Based on insights gleaned from its extensive range of research and analysis on Coway, SWNA defined the services rendered by Coordinators as its own distinct brand, and began to envision a design capable of accentuating Coway services. As part of this process, SWNA designed new features tailor-made for customer touch-points to depict the values Coway stands for as a brand in the best way possible.
The Welcome Package is a service package Coway offers to its customers when they install a Coway product. Offering a 600ml service package to customers was an attempt to convey the value of Coway products, which supplies healthy water at home, work, and other places people may visit in accordance with their lifestyles.
To raise the quality of Coordinator services at Coway, improving the company’s service tools was an urgent priority. SWNA addressed this need by designing a brand-new Service Tool Bag and Cart. Here, one particular feature note was the fact that highly water-resistant materials were used for the Service Tool Bag and Cart, considering the level of moisture and water they can be exposed to in the field. Moreover, to facilitate all inspection services, SWNA divided the four existing bags used by Coordinators into three different kits - a main inspection bag, an auxiliary bag, and a cart.
