Grundfos wants to be industry leading in the customer experience across its digital touchpoints. We were aiming to increase satisfaction, by building a stronger relationship with our customers with a more seamless experience, to make is easy to do business with Grundfos when selecting and purchasing.
I led a comprehensive research initiative that included user interviews, surveys, and data analysis to understand customer behaviours across online and offline channels. I synthesised the findings into actionable insights that informed the digital transformation strategy.
Grundfos wants to be industry leading in the customer experience across its digital touchpoints. We were aiming to increase satisfaction, by building a stronger relationship with our customers with a more seamless experience, to make is easy to do business with Grundfos when selecting and purchasing.
I led a comprehensive research initiative that included user interviews, surveys, and data analysis to understand customer behaviours across online and offline channels. I synthesised the findings into actionable insights that informed the digital transformation strategy.
Grundfos wants to be industry leading in the customer experience across its digital touchpoints. We were aiming to increase satisfaction, by building a stronger relationship with our customers with a more seamless experience, to make is easy to do business with Grundfos when selecting and purchasing.
I led a comprehensive research initiative that included user interviews, surveys, and data analysis to understand customer behaviours across online and offline channels. I synthesised the findings into actionable insights that informed the digital transformation strategy.
Synthesising research
Synthesising research
Synthesising research
I created journey maps and personas which helped to communicate user goals and identify opportunities for improvement. This highlighted unmet needs - particularly around integrating with third-party accounting tools.
Homepage
Homepage
Homepage
Our homepage prioritised key user journeys for our key personas identified in the research.
Materials, demos, cases and movies that teach and inspire.
Enhanced customer support service options such as ‘contact specialist’ and ‘request a quote’.
I wanted to smoothen handoffs between Grundfos' digital touchpoints. - for example by eliminating navigation steps from the website to the marketplace app.
Product family pages
Product family pages
Product family pages
Introducing product families with great photography and strong copy. I erased troughs in the experience - adding info about product and delivery when users want to learn about the products.
Identifying and sizing a product
Identifying and sizing a product
Identifying and sizing a product
With nicer product pages with the right level of detail for all user types, we were magnifying the peaks in the experience. For example, we refined the presentation of drawings and calculation tools for engineers.
With nicer product pages with the right level of detail for all user types, we were magnifying the peaks in the experience. For example, we refined the presentation of drawings and calculation tools for engineers.
With nicer product pages with the right level of detail for all user types, we were magnifying the peaks in the experience. For example, we refined the presentation of drawings and calculation tools for engineers.
User testing improvements
User testing improvements
User testing improvements
We planned to do 1:1 interviews with low-fidelity wireframes and we had 4 personas to test on.
Some of the questions we asked were:
Imagine now that you also knew the head and the flow measurements needed for this pump, what do you do then?
Do you understand the difference between product families, products, and product variants?
Is there any information that you are missing at this point?
Launch & results
Launch & results
Launch & results
Overall, the solution the team created was effective in addressing the challenge of creating more seamless transitions between the Grundfos touchpoints and greatly enhancing the UX.
The redesign led to a 15% increase in online sales and improved the off-line experience of engineers, as evidenced by higher customer satisfaction ratings.
Grundfos wants to be industry leading in the customer experience across its digital touchpoints. We were aiming to increase satisfaction, by building a stronger relationship with our customers with a more seamless experience, to make is easy to do business with Grundfos when selecting and purchasing.
I led a comprehensive research initiative that included user interviews, surveys, and data analysis to understand customer behaviours across online and offline channels. I synthesised the findings into actionable insights that informed the digital transformation strategy.
£1,557.35
TOTAL BALANCE
11% vs Monday last week
£75
£50
£25
£0
Yesterday
Today
06:00
12:00
18:00
24:00
Activity
See all
-£4.75
Debit
11:31
£3.00
Credit
11:37
£3.00
Debit
11:37
£2.50
Debit
12:02
Ocra stores
Summary
Transactions
Billing
Account
£1,557.35
TOTAL BALANCE
11% vs Monday last week
£75
£50
£25
£0
Yesterday
Today
06:00
12:00
18:00
24:00
Activity
See all
-£4.75
Debit
11:31
£3.00
Credit
11:37
£3.00
Debit
11:37
£2.50
Debit
12:02
Ocra stores
Summary
Transactions
Billing
Account
Navigation overview
Navigation overview
Better taxonomy and grouping product information into clearly defined product family classification.
Homepage
Our homepage prioritised key user journeys for our key personas identified in the research.
Materials, demos, cases and movies that teach and inspire.
Enhanced customer support service options such as ‘contact specialist’ and ‘request a quote’.
I wanted to smoothen handoffs between Grundfos' digital touchpoints. - for example by eliminating navigation steps from the website to the marketplace app.
Product family pages
Introducing product families with great photography and strong copy. I erased troughs in the experience - adding info about product and delivery when users want to learn about the products.
Identifying and sizing a product
With nicer product pages with the right level of detail for all user types, we were magnifying the peaks in the experience. For example, we refined the presentation of drawings and calculation tools for engineers.
User testing improvements
User testing improvements
We planned to do 1:1 interviews with low-fidelity wireframes and we had 4 personas to test on.
Some of the questions we asked were:
Imagine now that you also knew the head and the flow measurements needed for this pump, what do you do then?
Do you understand the difference between product families, products, and product variants?
Is there any information that you are missing at this point?
Launch & results
Overall, the solution the team created was effective in addressing the challenge of creating more seamless transitions between the Grundfos touchpoints and greatly enhancing the UX.
The redesign led to a 15% increase in online sales and improved the off-line experience of engineers, as evidenced by higher customer satisfaction ratings.