The Ask
Dimplex launched a new smart controller for their baseboard heaters, a solid product upgrade. The challenge? The installation, while simple, involves a few steps that can look intimidating in a paper manual. They needed to show customers, not just tell them, how easy it was. The goal was to create a set of straightforward instructional videos that would preempt customer service calls and build confidence in the product. And, they needed everything delivered in both English and French to properly serve their Canadian market.
Our Approach
We skipped the dramatic music and lifestyle shots. This was about clarity, not cinema. We set up in the studio against a clean, white backdrop to eliminate all distractions. The focus was entirely on the product, the tools, and the hands doing the work. We used simple, direct camera angles and edited the sequence to be as logical and easy-to-follow as possible. Think of it as the opposite of a frustrating flat-pack furniture manual. For the French version, we didn't just slap on subtitles; we produced a fully separate version with a native French-speaking presenter to ensure the instructions felt natural and clear for that audience.
The Result
The final output was a series of short, digestible videos that walk a user from unboxing to a fully functioning smart heater. They live on the Dimplex website and social channels, serving as a permanent, helpful resource for customers. By making the process look as simple as it actually is, the videos help remove a key barrier to purchase for potential customers who might be wary of a DIY installation. We delivered a practical tool that helps Dimplex's customers and saves their support team from a few headaches. A win-win.