Out-of-box experience testing (OOBE) focuses on the initial setup experience and sometimes the initial use of a product. Users are observed interacting with packaging, hardware, “quick start” guides or posters, setup software, registration materials, help content, support or firmware update websites, and other product components. A carefully designed and tested out-of-box experience testing can greatly reduce product returns and increase customer satisfaction.
Out-of-box experience testing often reveals the unexpected, and we find it’s usually what users don’t notice that negatively impacts their out-of-box experience. The order and placement of items within packaging may dictate whether they are used or ignored. Quick start materials are often read in unusual ways or consulted only after problems occur. Users’ past experiences with hardware strongly influences their behavior with new products, such as when and how to make connections. Knowing common behaviors and designing with them in mind can reduce risk and increase the likelihood of a positive first product experience.