Challenge
Our client wanted to transform from a typical siloed organisation into a real omnichannel business. They envisioned their customers seamlessly shopping, and getting services and information across all touchpoints.
Our goal was to understand and redesign the customer-buying processes across related channels.
Sector
Telecommunications
Solution
Omnichannel Strategy
Customer Journeys
Commerce Prototypes
We developed a working prototype of two buying processes which spanned across retail stores, online shops, and customer service.
Approach
Working together with a tight-knit client team, we developed a working prototype of two buying processes which spanned across retail stores, online shops, and customer service.
By teaming up with a service design partner, we created a minimal, viable design, and built digital commerce and e-service prototypes. Then, we tested the new processes in the field to identify concepts, unforeseen breaking points, and challenges, as well as to collect real customer feedback.
Outcome
We identified non-IT related process changes needed to enable the omnichannel experience, and discovered where and why the organisation had difficulties adapting.
To deal with the new processes and bring the experience to life, we defined process and organisational changes. As well, we introduced extensions to the digital commerce platform and retail-store IT systems.
