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Major US Telco: New Buy Flow

  Dallas

A series of technical products, historically thought of as too complex or difficult to sell online, presented a clear opportunity to reinvent the customer evaluation and buying experience and introduce re-usable components to rapidly incubate new online buy flows.

Use Cases

Replacing human-led sales with an all-new ecommerce buy flow

Tech Stack

  • Angular
  • Java
  • Spring Boot
  • AWS
  • Kubernetes

Build Type

Hybrid & Greenfield

Team

  • UX/UI
  • Frontend development
  • Backend development
  • Project management
  • QA/Testing
  • Analytics

What We Did

Discovery

Discovery

Deep contextual inquiry with technical buyers and a variety of sales and product experts lead to refined customer journeys.

  • Low fidelity prototypes
  • Easy to replicate design patterns for selecting and configuring complex products/services
Reusable Building Blocks

Reusable building blocks

The team built a series of components that could be rapidly deployed in order to quickly prove out the concept/validate demand with internal search or external advertising.

  • Simple test and learn templates
  • Responsive web/mobile experiences
APIs – Lots Of Them

APIs – lots of them

The team developed a set of custom tools to discover, validate, compare, and monitor loosely documented APIs that were a necessary part of redesigning the user experience.

Continuous Improvement

Continuous improvement

Customer journeys were constantly refined and improved with deep analytics.  Future buy flows were able to be created in less than 30 days given patterns/templates used to validate business value ahead of refinement.

Key Outputs & Results

Saving agent time

Significant increases order conversion and speed to process with qualified orders

Clearer content, more sales

Mobile and web experiences immediately generated sales including some of the largest orders in company history

Brand recognition

Online research now articulates clear product value and creates a net new channel for customers willing to spend on complex products

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