In the contexte of the convergence at a european scale, the compagny Vente-privée.com became Veepee. At that time, I work on the Marketplace that is a new veepee business and product. The main challenge of the re-organisation is to scale up and align process from several country in a 1 commun day to day workflow. The mission is to define and industrilized the tool of the sales production solution able to aburd 3 countries in one. We conduct workshops, and user research to meet user goal and answer to the business objectifs .
The Problem :
Each of the three countries (Italy, France, Spain) had different processes, tools, and sales strategies for managing the Marketplace, leading to inefficiencies and disjointed workflows.
The Goal :
To converge these three countries into a unified system that accommodates the unique needs of each team while aligning with a common workflow, enhancing collaboration, and optimizing the user experience.
Challenges & Approach :
- Diverse Workflows: Account managers, quality checkers, and merchandisers in each country used different tools (e.g., BOOM in France, Unify Catalog in Spain, Sacarino in Italy). We needed to thoroughly understand these workflows to create a unified solution.
- User Research: We conducted interviews, user tests, and quick feedback sessions to understand each team's daily tasks and pain points.
- Collaborative Workshops: A 3-day workshop (1 day presential) using design thinking helped gather insights from key users. Teams presented their tools and workflows, identifying common pain points and opportunities for improvement. Deliverables included empathy maps, personas, pain points, and a customer journey map.
Solution :
- MVP Definition: We prioritized the main features for the convergence project, sketching mockups with users and defining the first release's core functionalities.
- Optimization: The focus was on improving daily workflows through an optimized tool, validated via user testing and continuous feedback.
Outcome :
One of the key challenges was managing shifting priorities in the roadmap. Before delivering a fully optimized tool for merchandisers, we needed to start with a basic MVP that, while functional, wouldn't meet all expectations from the start. During workshops, we showcased an ideal "Ferrari" version of the tool with advanced features, but users often feel disappointed when the initial version doesn’t match that vision.
It was essential to listen closely to user feedback, especially when complaints arose. These insights were invaluable for continuous improvement. Throughout the process, we emphasized transparency and pedagogy, helping users understand the iterative nature of development. By evangelizing the impact of the tool and communicating openly, we ensured that our work integrated smoothly into their daily habits and workflows, minimizing disruption and maximizing adoption.
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