18 Simplify 3 Support steps 16 Frame the facts

Installing a roof window isn’t easy at the best of times... but when manuals read like novels, parts look near-identical, and packaging scrambles the sequence, even experienced carpenters slip up. That’s exactly what VELUX faced: just 43% of windows were being installed to spec. So they stripped back complexity. They redesigned the installation experience end-to-end swapping dense instructions for pictures, matching screws to holes with colour, and packing parts in the right order.

At a glance

  • Audience: Professional carpenters / window installers
  • Exposure · Duration: Field rollout · timeline not stated
  • Location: Multiple install sites across Europe
  • Project type: Live product deployment
  • Delivered by: Krukow Behavioural Design
  • Client: VELUX

Problem:

Only 43% of VELUX windows were being installed correctly. The manual was unreadable, parts were confusing, and the packaging actively slowed the job down.
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Solution:

VELUX redesigned the experience: a fully visual manual replaced the text, screws and holes were colour‑matched, and packaging was sequenced to match the build. Step‑by‑step, no second‑guessing.
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Outcome:

Correct installations rose from 43% to 96%. A +53 percentage point increase and 123% relative improvement, measured via internal quality checks.

◼︎ Bronze

Before/after field data. The number of people involved is not disclosed.

What do the ratings mean?
Illustration of Simplify tactic – pictorial manual vs dense text
18 Simplify

Visual manual with pictograms replaced dense text; colour codes cut confusion.

Illustration of Support steps tactic – sequenced parts
3 Support steps

Parts packed in exact order of use, no more rummaging or guessing.

Illustration of Frame the facts tactic – colour-coded screws and holes
16 Frame the facts

Colour‑coded screws and holes created instant visual alignment.

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