CONTEXT

The competitive business environment for an e-commerce company makes being customer-centric a forcing function for the consumer side of the business. However, the b2b, seller, vendor and logistics side are often more business and operations focussed in their approach.

OUR PROCESS

Pensaar Design worked with the company to coach the product teams on customer obsession skills as well as partner on projects to showcase the impact of a customer-backed approach.

The tools we used for the project: Empathy Map, Affinity Mapping, Think Independently Together, Observational skills, Listening Skills, Open-ended questions, Problem Statement, Customer benefit metrics, Biomimicry, Emerging Tech, FOG tool, Target tool and Journey line.

Building Capability

Over a period of 3 years, Pensaar Design worked with the internal product teams to help them understand their customers to drive better product decisions. To create an emotional connect with the customer we created opportunities putting together simulated environments to deeply understand the customers challenges in working with their platform.

OUTCOMES

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cONTEXT

E-commerce Platforms liaise with vendors & sellers to provide customers with products at the best price, quality and on-time delivery. In order to do so companies require an intelligent collaborative platform which not only brings their processes and requirements online but also allow vendors to automate and manage their entire operations efficiently.

OUR PROCESS

Pensaar Design carried out in-depth qualitative research with vendors and sellers to redesign the platform and deliver an intelligent, collaborative platform to handle seller logistics.

The tools we used for this project: Journey line, Empathy map, Why-how laddering, Open- ended questions, Listening skills, Observation skills, Outside- in perspective, Affinity mapping and Think independently together.

outcome

95% adoption within the first 2 month

Our Findings

OUR SOLUTION

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CONTEXT

At the core of the marketplace component of an eCommerce Platform are sellers, who interact with the platform to sell their wares to customers. The platform is one of many channels or mediums through which the sellers are running their business, they need the ability to consolidate and reconcile their sales data to be able to make calculative decisions for their business.

OUR PROCESS

Pensaar Design carried out in-depth qualitative research with sellers to across the country to understand pain points and redesign the payment experience to enable confidence in their decision making.

The tools we used for this project: Journey line, Empathy map, Why-how laddering, Open-ended questions, Listening skills, Observation skills, Emerging tech, Bio-mimicry, Neue kombinationen, Outside- in- perspective, How Might We, Problem statement, Customer benefit metrics, Rapid experimentation, Critical assumption testing, Think independently together and Affinity mapping.

OUTCOME

The redesign of the experience decreased calls to the customer care by 25% within the first 3 months itself.

Our Findings

our solution

CONTEXT

Our clients came to us to help the product team be more customer centric in their approach to designing and evolving the product experience. To use design thinking to help them better understand their customers and solve critical customer problems.

our process

Pensaar Design did qualitative research speaking to the product team and other function teams that they engaged with, as well as spoke to their customers. The product team was then coached through a bootcamp to understand and apply customer centric tools and techniques when designing for their customers.

The tools we used for this project: Problem statement, Customer benefit metrics, Neue kombination, FOG tool, Ice- berg tool, Why- how laddering, Think independently together, One -thing, Affinity mapping and Outside- in- perspective.

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