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Working with an internal team of product managers and sales reps we aimed to understand and flesh out our understanding of our regular quoting customers. Their roles, responsibilities, workflow and organization structure. These discovery and framing also led the way to finding other pain points away from the checkout experience and focused our effort moving forward.
The current flow our customers prior to our DnF seemed straight forward and easy to manage but we could see the churn, clicks and overall time spent for a customer to
Once architecture was fleshed out myself and the development team pushed for a mobile first approach to simplify the overall experience for MVP 1, by monitoring usage post launch we could see where issues arose and what features should be added to improve the overall customer experience.
From Miro white boarding sessions, to Figma prototyping we aimed to try and work within our constraints for offline quoting to find the most streamlined experience for customers. Finally moving to Webflow to test the prototypes on real customers. It was at this moment after the penny dropped with Webflow that Dell made the decision to move away from the program in favour of a full Figma design software. Pain
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After launch we monitored customer sentiment and tried to find gaps in the experience that could be filled. We added new payment methods to the experience in the US. We incorporated the first version of the new single page checkout which complimented the quick quote service well. These insights complimented the ongoing checkout work and guided decisions going forward as to what to implement