E-COMMERCE
B2B sales experience that makes it easy for all parties
Client: Major private jet manufacturer
Role and Contributions: Design research, user experience design, visual design
Duration: 16 weeks
Objectives:
To reimagine the online ordering experience for business jet aftersales to reflect improvements to operational capabilities and demonstrate the “never say no” to customers vision through digital interactions
Conduct research to inform priority features for MVP e-commerce experience and to map technical and operational requirements to implement each feature
Support product owner and product engineers in the development of new features
PROCESS HIGHLIGHTS
Identified the right customers to speak to through an ecosystem mapping exercise then interviewed customers and key stakeholders to define personas and current-state journeys based on purchasing behaviors, concerns, and goals to allow us to tailor feature development accordingly
Identified key opportunity areas to address the goal of “never saying no” to customers then, prioritized features based on customer experience, implementation feasibility, and business value
Created a visual design system inspired by existing branding and a high-fidelity prototype of the customer e-commerce journey
RESULTS
The new aftermarket sales e-commerce experience was expected to unlock 13-30m in revenue within two years