TVH
Belgium
Belgium
About TVH: Sells parts to be replaced on operational machines (forklifts, tractors, etc.)
About the Customers:
1. B2B
- Apply and screening to become a customer. TVH doesn’t accept smaller shops with few machines
- Workshops, rental shops, repair shops, resellers (Wholesale)
2. B2C
- Few webshops - only really from acquisitions
Personas (6) - Users working for our Customers
1. Penny Price - low price, fast
2. Samantha Stock - same, care a bit more about what’s in stock
3. Quentin Quick - prioritizes fast delivery & tech support
4. Jeff Jobs - small biz owner; has knowledge but not time
5. Tao Tech - speed & quality
6. Clara Clerk - lower tech knowledge, needs research
My contributions:
Contracted for 4 months by TVH, I was hired to lead a project on our B2B solution that involved moving away from legacy product and towards a global solution. As is stood, TVH acquired several solutions that lead them to have 3 disparate solutions for different regional markets. Knowing that searching for parts is 90% of users behavior, my task at hand was to define the UX for an 'open search' and category browse. My involvement ranged from...
1. UX Research
- Market and competitive research
- User interviews for formative research
- Data and trend analysis
- Usability/ Interview moderator
2. UX / UI Design
- Contribute to a design system
- Propose enhanced/new UX
Contracted for 4 months by TVH, I was hired to lead a project on our B2B solution that involved moving away from legacy product and towards a global solution. As is stood, TVH acquired several solutions that lead them to have 3 disparate solutions for different regional markets. Knowing that searching for parts is 90% of users behavior, my task at hand was to define the UX for an 'open search' and category browse. My involvement ranged from...
1. UX Research
- Market and competitive research
- User interviews for formative research
- Data and trend analysis
- Usability/ Interview moderator
2. UX / UI Design
- Contribute to a design system
- Propose enhanced/new UX
- Wireframing and Mockups
3. Managerial/Lead role
- Define scope of project
- Facilitate meetings to align with business needs and cross-functional teams
3. Managerial/Lead role
- Define scope of project
- Facilitate meetings to align with business needs and cross-functional teams
Pain points
1. Assumptions - We had many invalidated assumptions about our users struggles, likes, and even their process. My solution to validate this and learn more was through internal and external user interviews and usability testing.
2. Learned customer behavior/expactations - Customers are used to having an open search like Amazon or Google, where they can enter a key word and filter. We didn't have anything comparable yet. The painpoint here is those B2C solutions can provide multiple products that can meet one need of the user. In this case, however, only one product can provide the solution to the customers need. So the search match and product has to be specific. Having over 1000+ categories, we needed to provide more insight into our data and more flexibility to our users - especially those who do not have high technical or product knowledge.
2. Learned customer behavior/expactations - Customers are used to having an open search like Amazon or Google, where they can enter a key word and filter. We didn't have anything comparable yet. The painpoint here is those B2C solutions can provide multiple products that can meet one need of the user. In this case, however, only one product can provide the solution to the customers need. So the search match and product has to be specific. Having over 1000+ categories, we needed to provide more insight into our data and more flexibility to our users - especially those who do not have high technical or product knowledge.
Unfortunately, the project was de-prioritized for other business needs. The next step would have been to schedule sessions with external users for usability testing on the mockups below. I ended up polishing the mockups with real data to match the usability script questions I prepared, and leave the project in a good place to be parked and ready to pick up at a later date.
