Worcester Bosch: Unifying Design for B2B Platforms as part of the new loyalty service for employees.
The Worcester Bosch project aimed to streamline the design approach for B2B users across various platforms, including the loyalty portal, specification (spec) portal, and the mobile app as part of the loyalty portal.
The goal was to create a unified design system, ensuring consistency in user experience and interaction elements, such as warning messages and icon styles. Additionally, the loyalty portal underwent significant updates to improve user onboarding and retention.
Challenges
Unifying Design Across Multiple Platforms: The main challenge was creating a coherent design that worked seamlessly across multiple platforms (loyalty portal, spec portal, and app), each with different functionalities and user needs.
Addressing Pain Points in Loyalty Signup: Understanding the challenges faced by installers during the loyalty program sign-up process was essential to improving the onboarding experience. The project required direct engagement with users to identify these pain points and develop a user-centric solution.
Catering to Different User Roles: The platforms catered to different levels of users, such as engineers and master users, each with distinct needs. It was important to ensure that the user experience was optimized for these varying roles, offering tailored functionalities and access.
UX Process
Persona Development and Role-Based Experiences: The UX process involved mapping out personas for the different user roles (engineers and master users) to ensure that the design catered specifically to their needs. This helped in designing role-based experiences that enhanced usability.
User Interviews: Engaging installers in user interviews provided critical insights into their day-to-day use of the loyalty portal. Feedback on navigation, clarity of messaging, and the overall sign-up process guided the design iteration process.
Workshops for Problem-Solving: Workshops with key stakeholders and the client allowed for co-creation of solutions, ensuring that user-centric features were prioritized in the redesign process.
Audit of Design Components: An audit was conducted on existing design elements across platforms to identify inconsistencies and areas for improvement. This review ensured that the new design adhered to a unified approach across all touchpoints.
Outcome
By focusing on user-centric design principles and aligning the design across platforms, Worcester Bosch has enhanced the overall B2B experience, making their tools and portals more accessible and efficient for their diverse user base.
Increase in client satifaction.