The challenge
In the beginning there was a huge gap of knowledge and unclarity in scope. The scope shifting was also a constant task to deal with on management level. The new business layer is just a concept for Germany and UK. The business layer in Switzerland remains un-touched. On top of that it was a huge task to come out with an experience which is user-centered and doesn't put unnecessary knowledge effort on the customers. As the business layer is a bit uncommon in the industry. The whole implementation of new components needed to be done in the old infrastructure. As it is released before the website relaunch.
Our way to go
1. Engage with stakeholders
Proper and constant stakeholder requirement consolidation and engagement. To close knowledge and scope gaps. And keep everyone on track and committed.
2. Understand the business model
Comprehensive desk research with competitor and out-of-industry analysis to gain knowledge about similar business models.
3. Map and prioritize the journey(s)
Crerating the road map, journey mapping of key moments, customer needs, experience and brand potentials, data and crm requirements.
4. Create the prio experience flows
UX user flows based on the mapping and prototyping of the experience to keep up with stakeholders. Defining data and dev requirements
The user interaction experience routes
We identified different main experience routes for the retail partners based on their service portfolio. We made sure to rework all forms based on the new requirements and implement a technical api connection to the certain retail partner. So that the data lands in their CRM.
How did we handle the roll out?
1. UI priorities
We looked to see which components we already have and can use for the roll-out and which we need to create separately. Add them to the design system and hand over to development.
2. Minimal effort
We created a style booklet which was sent to the potential retail partners so that they could provide texts and images. But we reduced their effort to a minimum.
3. Stakeholder engagement
We did a major approval round of the final design with all stakeholders and added final requirements. We convinced to leave some requirements out of the MVP.
4. Feedback prepare
For subsequent analysis, we developed a questionnaire for the potential retail partners that assesses the experience in terms of usability and impact. On top of the tracking concept.
Our achievements
🚀
We successfully enabled the new business layer through the experience
🔎
We defined with Genesis an easier, faster and more user-centric service approach
💡
We realized the first complete HQ independent feature experience
🖤
A holistic project for the team's spirit, engagement and individual goals
Imagery from top to bottom
Foto von
RanaMotorWorks auf
UnsplashFoto von
Jeremy Bishop auf
Unsplash
annika.grothe@gmail.com
+49 176 31171440
