Creating a Global Electrification Digital Experience
Project Overview
This project started during the global pandemic when our global sales force could no longer visit customers in person, and we didn't have a communicated and dedicated site to guide customers on where to find our product catalog or where to buy our products, nor could they contact us with questions. This project as a whole led to several smaller projects as well, including improving the customer service phone tree and building a change management process.
Project Background
Role: I was the primary project lead who supported the UX/UI design process, developed the strategy, set up the vendors, launched the core business team, and worked directly with executive leadership on the process day to day.
Timeline: I was given a few months to develop a strategic plan, timeline, research approach, vendors for the platform, and execution. Then, we had less than six months to gather user research, design, and implement development on the MVP.
Team: Once funding was granted, I collaborated with a dedicated product engineer, a back-end developer, and two executive leaders who sponsored the project.
Tools: Adobe XD, Illustrator, and Photoshop for design assets; Invision for moodboarding and branding concepts; Conceptboard for user flows, information architecture, and site mapping; Whindchill for product catalog and documentation; and LeadCentral for SEM and Lead Generation Marketing.
Problem Statement
Our customers were getting lost in a multi-divisional website that didn’t communicate how to find our products or connect with us. Additionally, it was on an outdated server that was unable to be updated due to funding outside of our division's control.
Key Outcomes
I used a lean design thinking model to support the development of a multi-facet digital presence that supported more than 100 products, across more than 50 global distribution channel partners, and supported clients across the globe with multi-language translation. Main efforts included user interviews and focus groups to understand the existing gaps, the development of more than 100 wireframes by hand, then built in Adobe XD and tested via Crownpeak DXP.
Furthermore, this project once funded, was had three core members and two executive leaders that help implement this project with a dedicated SaaS platform provider.
Solution
Build a universal website to support and connect clients, sales representatives, and global distributor partners in real time worldwide.
Results
We saw overall product visibility and sales for the business increase by 85% within the first 90 days of launching the site.
Additionally, we saw users communicating more with our global sales representatives as well as our global distribution channels by 30% as the website provided them with a real-time map locator to find someone in their area.
Site upgrade to Variable
Development of product search feature
Improvement on Lead Gen campaigns
Building a customer portal
Next Steps
