The Plug-And-Play Lab
For device makers, simple DIY installation will be part of the new normal
As the economy gradually reopens across the country, businesses of all kinds are just beginning to discover the effects that this pandemic will have on the status quo. Beyond some of the obvious challenges, like staffing restrictions, personnel safety and strict cleaning regimens, there are some stories we are hearing from lab instrument manufacturers that point to a more subtle, but no less important, effect on business.
Let’s say your company makes rather large and/or sophisticated equipment; the kind used in biotech, medical, or research laboratories. And you’ve been fortunate that orders weren’t cancelled during the shutdown, and your customers are eager to take delivery. That’s great! But there’s just one problem.
You can’t install it.
Your field service team isn't allowed into the customer’s facility due to post-COVID visitor restrictions. The customer either doesn’t know how, or doesn’t have the tools, to do it themselves and you have no way to explain it without being there in person. Now this sales bottleneck is starting to stifle your business because your cash flow, like your product, is stuck in limbo.
While severe restrictions may be only temporary (we hope), it's certainly possible that limited facility access to outsiders will become the norm. Labs may start to place a premium on devices they can easily install themselves, so everything from how it is unpacked to making connections, calibration, priming, software initiation, etc. would be done by someone who is essentially a first-time user.
Now, the installation process is part of the user experience.
Granted, for some types of devices it may be impossible to eliminate ALL outside support. But in all cases, a careful consideration of usability during setup (call it DFI - Design For Installation) will actually have enormous benefits;
Done well, it enhances the customer’s experience with your brand, fostering loyalty and trust
Simplification and intuitive guidance will de-risk the process, reducing potential errors and making the end product better
It reduces service costs throughout the product's life
It's a mindset that paves a path for modularity, customer repair and disassembly at product end-of-life, important for transitioning to a more circular economy
And of course, your products won’t get stuck in limbo waiting for the install team to be let out of quarantine.