Customers bring a device into their home when they feel at ease with it.
A connected device enters the customer's home and workplace, so trust starts with the box. Sinh Vũ makes your box, setup guide and companion app say one thing: this device is well made, easy to use and worth keeping.
Three things: a box that conveys reassurance and purpose in a few seconds, a short setup guide that is easy to follow, and a companion app with the same face as the device. Customers often compare with foreign brands they know, so these three are where a domestic device shows it can be trusted.
Purpose, warranty information and what the customer needs to know are clearly shown; certifications are stated only when the device really has them.
Few steps, pictures instead of text, arranged in the order the customer works, so the first setup is the first success.
The app's color, type and voice match the box and the device, so customers see the whole set as one.
All of them are connected devices, but each enters the customer's life differently, so what makes customers trust it differs too.
Their customersHomeowners and renovators, buying on the advice of people they know or an installer.
Brand challengeShow customers the device is simple, suits the whole family and needs no technical knowledge; and that they can feel at ease keeping it at home.
Their customersBusinesses and factories, buying on specifications and reliability.
Brand challengeMake the documents and the box state stability, installation and how to read the data clearly.
Their customersIndividual users, choosing by style, how it feels to wear and the companion app too.
Brand challengeHave a look of its own, lovely to pick up and familiar to wear, with a companion app that makes users want to open it every day.
These are the places where smart devices tend to lose customers, even when the quality is genuinely good.
A multicolored box with crowded text that doesn't say what the device does; set beside a familiar foreign brand it feels less trustworthy.
A tidy box with one main message, with warranty and contact information where customers can see them easily.
Start from this problemMany pages, technical terms and small photos that are hard to see; customers get step three wrong, then give up or call support.
One large picture per step, little text, and a code that scans to a short video for the hard parts.
Start from this problemThe box and device follow one style while the companion app looks like another company's; customers find the set disjointed.
A digital design system that uses the same color, type and voice as the box, so the whole set is one brand.
Start from this problemStore staff only read out the specifications; when customers ask how to use it, no one can answer.
A one-page summary of three key points for sales staff, and a display area where customers can try it for real.
Start from this problemAt the Trial stage, when the customer opens the box and sets up for the first time. They have already bought, so they are excited, but a hard setup makes them feel they bought the wrong thing, and they tell people they know.
Touchpoints are the places where customers look at, hold and use the device. You don't need to do everything at once. These five decide the feeling of trust from purchase to use.
The first thing customers see and hold, both in the store and when the delivery arrives.
Decides whether the first use is a success or a disappointment.
Where customers control the device every day, so it has to share its face and be easy to use.
Customers are often advised by the seller, so the display area and the materials for staff matter a great deal.
Customers research before buying and come back when they need to ask; this place shows whether the company stands behind the product.
Listed in the order to do them. A company launching its first product line stops at step two or three; a company with many product lines goes all the way.
A name, mark, color and type for the company and its product lines.
The product box and the setup guide inside it.
A companion app interface with the same face as the device.
Materials for sales staff and installers.
A try-it display area at the point of sale and at trade shows.
Sinh Vũ has not published a connected device project. The three below are closest because they are high-tech devices that have to be trusted from the box and the name.
From a blank page in 2009, Sinh Vũ built MASTER DOOR into a rolling shutter technology brand that homeowners trust before they even ask the price.
A roller shutter with sensors and phone control, built as a technology brand rather than a piece of hardware sold on price.
ARROW, a Vietnamese tennis ball machine maker, brought its entire product range under one consistent identity system, ready to stand in front of international partners.
Many machine lines for many skill levels brought into one system and one set of standards; a box on a shelf is recognizable as the same company anywhere.
Engines, by Tân Phong, is a line of roller shutter motors built to German technical standards. Sinh Vũ built the logo, brand standards and a unified packaging system…
A Vietnamese brand standing beside imports without looking small: a logo built to be stamped on metal, with unified packaging for dealer shelves.
The principles behind it
The product name, its main purpose in one sentence, a picture of the real device, warranty information and how to get in touch. State certifications or standards only when the device has passed and the paperwork exists.
One large picture with one short sentence per step, in the exact order the customer works. The hard parts should have a code that scans to a video, and the support channel should be printed on the first page.
Don't compete on specifications. Show customers what imports find hard to offer: support in Vietnamese, a clear warranty, easy installation and a brand that stands behind the product.
Yes. Customers use the app every day, so it is where the brand appears most. An app in a different style makes the product set feel disjointed.
Use one shared identity system, and tell each line apart with a name and its own color treatment. Write standards so the boxes, flyers and trade show signs of every line read as the same company.
Make the box, setup guide and product page really good first. Do the companion app and the display area once the product line has found its customers.
A few lines about the device, the buyers and what makes them hesitate is enough. Sinh Vũ reads it and replies within one working day.