Larry vs Harry

Discovery

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The process began with documenting the manual process that made up the in-house sale and delivery service. This was done through staff interviews, 'a day in the life' research, and dealer interviews. We noted the pain points, and created an interpreted needs analyses, to best convert the pain points into potential system fixes.
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Define

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We created a service blueprint, mapping the front-of-house system requirements, customer steps, backstage (in-house) process required to deliver our product. Through mapping the service, we were also able to create a deliverables list based on the warehouse needs, accounting requirements and dealers' demands that formed the basis of the project's success criteria.
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Develop

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Once the service was mapped and the deliverables defined, I wire-framed the front-end using Adobe XD.  The wireframes were then used to create a high-fidelity prototype of the dashboard, and the dealer buying process.

Deliver

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The project was handed over to the development team, Hoeks, based on the deliverables and the high-fidelity prototype. Testing periods were created for dealers to participate and iterate before launch.

The dealer onboarding and training articles were created in Zendesk to allow easy access and a flexible format in which dealers could seek support.

The new platform has impacted the in-house team the most; we have seen a huge reduction in support emails, calls and manual processing.
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The transition period was handled by creating a new Zendesk training and onboarding platform allowing dealers to quickly access how-to guides, receive training, and stay
up to date with all things Larry vs Harry.
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Key achievements.
5x reduction in support emails.
Fully Online onboarding and training for dealers