A Utah-based teeth aligner company needed an instructional video to support updates to their client-facing documentation. One major issue was poor-quality impressions, often requiring redos, but the source of confusion was unclear.
To identify pain points, we conducted in-person user testing sessions where participants followed the updated instructions to create impressions. This hands-on approach allowed us to observe struggles directly and gain key insights.
The testing highlighted three main challenges: many users skipped reading the instructions, leading to early mistakes; timers for mixing the putty caused confusion; and users hesitated to contact customer service, even when problems arose.
With these findings, we created an instructional video to address these issues. It opened with a clear reminder to read the instructions, featured on-screen timers for time-sensitive steps, and emphasized that users could contact customer service anytime for help.
This combination of user testing and thoughtful execution resulted in a clearer, more user-friendly process, reducing errors and frustration for customers.