Close

Questo testo è responsive

Customer Experience Design for Albed

Supporting a SME's digital transformation with a human-centered approach

Home » Case Studies

Albed customer experience configurator
Albed customer experience price book
Albed customer experience site

Sector

Furniture and interiors

Summary

  • Analysis of sales, purchasing and configuration processes
  • Redesign of processes in an omnichannel perspective
  • Development of new languages
  • Design of digital tools for customer experience
  • Definition of a new pricing and sales system

Albed customer experience configurator
Albed customer experience price book
Albed customer experience site

The need

Implement the brand's new positioning, value proposition and product system into a consistent and coherent omnichannel customer experience. Supporting the customer through the different channels, offering a system of tools that enable the brand potential from a service perspective. Simplify procedures without eliminating possibilities, exploding the company's customization potential through clear digital processes designed around customer needs.

The solution

We applied hybrid methodologies of Design Thinking, Service Design and qualitative research to record and rewrite processes in a human-centric way. In this way we made accessible and understandable a huge amount of technical information previously "hostage of a few".
This customer-centric approach and ongoing collaborative work with the company enabled the team to design a sustainable journey to digital transformation.

The solution

1/3 – web platform

We have created a digital guide to the discovery and use of the technical solutions offered by the company for interior design professionals

Albed's target market has changed profoundly from a primarily consumer focus to that of contract projects.

The transition from the B2C market to the B2B market requires a radical change in vision. The way how products are explained, narrated, illustrated needs to be innovated.

We designed a web platform that could tell about the brand and its potential according to the needs of different customers and stakeholders. A digital ecosystem in which each user can find the right solutions for his or her approach.
At the same time the web support was intended as a system of services that facilitates communication between the company and customers.
Albed tipology

We have declined a new identity language for the brand that supports designers in understanding and declining the product, a kind of sensual manual for architects

2/3 – web configurator

We mapped and redesigned product configuration processes to enable an omni-channel customer experience

To enable the company for a conscious digital transformation, we remapped the configuration processes and redesigned them with a customer-centric solution in mind.

This enabled a series of successive innovations in different areas (operations, marketing, design, sales) freeing up energy and enabling the company for subsequent digital transformation initiatives, such as the implementation of a new corporate software application (ERP).
Having redesigned the configuration processes allowed us to create a customized 3D configuration tool. The configurator has become:
• A fundamental sales tool for internal design and proposal generation;
• A communication tool with the customer, who can now access a high level of customization.

3/3 – price system and price book

We redefined the price and sales system by designing a price list as a guide no longer to collections but to the configuration of solutions

The final step in the process of implementing the new customer experience was to redesign the pricing system from a solution perspective.
The company had a full-bodied price list, full of cross-references and crossovers and repetitions.
Starting with the new offering system and brand positioning, we redesigned the list and price generation system so that it was consistent with the idea of offering solutions to customers.
The result were a 150% increase in configuration possibilities and product codes and a 35% decrease of the number of pages in the price list compared to the previous one.
Further enhancing the sales experience, the new price list allows single-page pricing for each solution and is packed with guides that effectively and concisely illustrate the company's enormous technical know-how that was previously experienced as a limitation.

Kpi 

revenue in 3 years
+ 0
relative contract share
+ 0 %
new markets
+ 0

Client

Albed

Sector

Furniture and interior

Tipology

Design experiences

Modality

Team as a service

Sounds familiar?
We can help you!

Contact us Contattaci
Close
Close

Tipic

Services

Case Studies

How we work

Toolbox

Tools

Framework

Point of view

About Us

People

Contact

TIPIC

Innovation by design

Linkedin

Linkedin

Privacy Preferences

When you visit our website, it may store information through your browser from specific services, usually in the form of cookies. Here you can change your Privacy preferences. It is worth noting that blocking some types of cookies may impact your experience on our website and the services we are able to offer.

 
You can find more information here:
Our website uses cookies, mainly from 3rd party services. Define your Privacy Preferences and/or agree to our use of cookies.