Creating a seamless experience for engineers using mobile phones, whilst visiting shops, has the potential to reduce downtime costs and thereby add massive value for customers.
I interviewed and observed staff and customers, at warehouses and trade counters, to surface pain points and opportunities to support this.
The client | A multi national maintenance and electronics distributer
Methods | interviewing, observing
Over 40 hours I visited warehouses, work places and trade counters to understand:
- how engineers and buyers research, evaluate, purchase and use products for work
- pain points this surfaces
- Where an item isn’t stocked, customers who place order to collect on a Monday are usually disappointed because there’s a communication gap between the website and inventory system. The item doesn’t arrive at the trade counter until Monday evening.
- Customers complained about how difficult it was to understand what’s available and how much. Staff demonstrated how the basket could be used to understand this, however it wasn’t an obvious route.
- summarising insights using headlines and impactful imagery, helped to atomise and share learnings across several departments
The impact this made
- Clearer stock messaging was prioritised
- Communicating availability sooner in the purchase journey is now a priority