Digital transformation and service design: Solartecnik & Eoss
category:
Services design & product Design digital
sector:
Ecommerce
Date:
July 2019
client:
Solartecnik is a growing company that designs, distributes and sells heating solutions sustainable. After a rapid expansion, identified three strategic needs key: a strengthening of its corporate image through a rebranding, the digitalization of their internal processes to optimize resources and improve the experience for both customers and distributors, and differentiation in the market with the launch of a line of luxurious products under the brand new EOSS.
The design challenge
How to create a digital ecosystem that meets three fundamental objectives? The proyecrto began to unify the identity of Solartecnik with its new luxury brand, E0ss.
It was necessary to automate the services of customer care, both pre-and post-sale, to reduce significantly the operational load of the technical assistance team.
This system is meant to provide an intuitive experience and consistent for all users: end-customers, distributors and our own internal teams of the company. The digital touch points specific design to materialize this strategy were the corporate web site Solartecnik, the exclusive web site for the brand Eoss and a comprehensive platform of customer service online.
Methodology and process
The process began with a phase iproposals and diagnosis, where I analyzed the needs of the company, customers and distributors, and I did a mapping of manual processes to identify opportunities for automation.
In the phase of design of brand and experience, I developed the identity for the luxury line Eoss, I created the information architecture and the design of the platforms, and proceeded with a prototyping iterative user-centered.
In the development of key functionalities, materialicé three pillars: the corporate website (unifying products and philosophy), the platform for customer service (with registration and management of warranties), and the private area for distributors along with an e-commerce outlet, the latter discovered during the investigation.
The cycle concluded with a phase of pruebas and validation, testing flows with real users before the launch final.
Outcome and impact
The project ended with the creation of a digital ecosystem built. This materialized in three main components: the web of Solartecnik, that works as a unified portal to connect to distributors, products and services; the web of Eoss, designed to offer a premium experience according to their line of luxury; and a support platform online that drastically reduces the amount of phone calls and streamlines the management of guarantees and technical assistance.
The operational impact was significant, making the digitisation of processes technical support and administrative. In addition, we created a new direct sales channel (outlet) and an area of self-managed to distributors, discovered as a need during the research phase.
The project consolidated a strengthening of the brand, with a visual identity renewed for Solartecnik and the creation of a narrative of luxury distinctive for the brand EOSS.
The role of design
The strategic design was the fundamental axis to align effectively, the technology, the business and the needs of the user. My role transcended the mere creation of interfaces, promoting the redesign of services complete with three central purposes: to humanize the scanning, maintaining the closeness essential to the customer within an online environment; anticipate needs, which allowed incorporate functionalities valuable not initially foreseen, as the area for retailers and the ecommerce outlet; and to build consistency throughout the ecosystem, ensuring that each platform will reflect consistently the values of sustainability and luxury of the brand.
