Lightening the Load for
Heavy-Duty Customers
FleetPride, a leading distributor of heavy duty truck and trailer parts as well as maintence provider for the heavy-duty truck industry, needed to enhance their digital experience to meet the needs of the modern customer by exanding their customer user management capabilities and streamline the path to purchase.
Role: Creative Director
Activities: Heuristic Analysis and Competitive Benchmarking, User Research, Visual Design
Market: B2B, Direct to Consumer
Impact
2x increase in average order revenue
36% increase in revenue
Charting the course
We began with multiple discovery workshops to build a competitive landscape for FleetPride, assessing what users within the industry are interacting with through the course of business. We used this landscape as a backdrop for our heuristic analysis, identifying areas for focus during our redesign and rebuild process. By establishing a priority matrix, we can focus on high return areas to maximize the efficiency of our efforts.
We also engaged directly with customer service respresentatives as well as customers directly to identify areas of focus.
Hitting the Road
We began with multiple discovery workshops to build a competitive landscape for FleetPride, assessing what users within the industry are interacting with through the course of business. We used this landscape as a backdrop for our heuristic analysis, identifying areas for focus during our redesign and rebuild process. By establishing a priority matrix, we can focus on high return areas to maximize the efficiency of our efforts.
Reaching the Destination
By building off of a solid undestanding of customer engagement, critical touchpoints, and building a scalable design system that allows for cohesive messaging across the Salesforce ecosystem, we set the foundation for FleetPride to not only catch up to leaders in their market, but surpass them in terms of user self-facilitation and order increase.
