Instructions clearly understood with non-verbal method statements
During an international customer satisfaction survey, Schöck discovered that due to the significant percentage of migrant workers being employed on construction sites throughout Europe, language difficulties were resulting in on-site communication problems affecting correct product installation procedures.
As a leading specialist in the thermal break sector across Europe, Schöck naturally has a vested interest in maintaining high service levels and ensuring its Isokorb® range is installed as effectively and efficiently as possible.
As a result, the company has developed an iF Product Design Award(1) winning package of method statements that are totally pictorially based and do not require any dialogue or written word. The instructions feature the character ‘Ebi’, who is the web mascot for Schöck throughout Europe and he carefully guides any user through the correct installation procedure on a step-by-step basis, using only simple graphics.
The method statements, which are available for every product in the Schöck Isokorb® range, are now being used universally. Michael Currier, MD for Schöck Ltd comments: “The reaction has been really positive. This simple solution helps avoid basic installation errors and the efficiencies gained on so many sites can only be beneficial to both contractors and ourselves”.
(1) The iF Product Design Award is conferred annually by the iF International Forum Design. Along with the red dot design award it is recognised as the most important international product design award, attracting more than 2,000 product entries from around 37 nations every year.