Improving the Internal Experience for Excellent Results
Solution: Design Squad
Category: User Experience
Area: Customer service
Company: Construction and Decoration
Tools used: Figma, paper and pen, meeting and x-mind
About the customer
Since arriving in Brazil in 1998, with the opening of the first store, the company has expanded its store network throughout the country. With more than 80 thousand products in 15 categories, such as Construction Materials, Electrical, Gardening and Decoration, the company also offers services such as Wood and Glass Cutting, Framing and Making Custom Curtains.
In 2012, it received recognition when it was elected the company with the most positive reviews in the construction retail sector, according to research by Shopper Experience for Consumidor Moderno.
Challenge
The internal systems, used by stores, distribution centers, headquarters, logistics and sales, are legacy systems and difficult to use. There are also processes that are carried out manually in an Excel spreadsheet, causing errors and requiring constant training.
Solution
We interviewed various stakeholders and users to understand the business model, create a usability journey and an incredible experience. We created a mental map of the business model, validated the entire user journey with different units spread across Brazil and prototyped the solution.
We improve the experience
which reflects in the agility of service, order processing.
