CHALLENGE
TEAM
1x Design Director
1x Senior Business Designer*
1x Senior UX Designer
1x Visual Design Lead
1x Visual Designer
1x Project Manager
Despite having a strong global presence, a leader in OEM manufacturing found itself losing ground to not one but two competitors. The business model that had served them well for decades inadvertently created silos of communication, duplicative efforts in operational efficiency projects and, by extension, unwanted costs at a corporate level. Today's new ways of working, including increased transparency and disruptors, needed to be addressed if they were to quell the inevitable and maintain their dominance.
Our challenge was to identify similarities and differences in business models and operational practices across geographies, uncovering areas of convergence and alignment. Then, we designed a digitally enabled future experience for the global B2B manufacturer and its partners to enable speed, responsiveness, and overall ease of business, thereby engendering loyalty and positioning the OEM as a preferred, trusted partner.
SOLUTION
Taking a Service Design approach, we assessed the infrastructure, communication, and tools that enabled interactions between OEM, Partners, and Procurement, looking at both the functional (FX) and user (UX) perspectives. These two perspectives, together, reflect hard and soft experience measures that comprise a great digital experience for partners (PX).
Research Plan
Our solution involved an extensive global research phase and workshop, conducted in 10+ countries and six languages and composed of the following elements:
Future-state Vision
Additional competitive and landscape assessment gave regional leaders a better understanding of the global and local business realities they faced both separately and together. We then aligned and co-created around a vision of being “Top Vendor of Choice,” articulated the global experience elements that underpin that goal, and defined enablers that would ensure its success.
DELIVERABLES
Technology Assessment
Future-State Experience
6 Future-State Concepts
RESULTS
Clients were happy with the results of phase one and are excited to implement the core concepts. Phase two scope was recently approved to begin development of an MVP and roadmap for global implementation.