Understand the market landscape and potential

The client's eCommerce channel was underperforming due to a non-competitive value proposition and poor user experience. The management team wanted to launch a new solution and offering before peak season and ensure profitability from the first year.

Strategy, value proposition and implementation

A customer survey was conducted and a workshop series was held together with the management team to align on vision and goals, form the new strategy, and create a value proposition. Based on the output from the workshops an MVP was designed in accordance with the short- and long-term goals and vision.

A development and implementation plan based on agile principles to ensure speed and customer focus was developed. Thanks to involving the entire organisation at an early-stage resources and engagement was ensured.

Roll-out and launch

The client had over 2400 employees and 130 stores in the Nordics that needed to receive equipment and training in the new tools, processes and working methods. A multi-pronged approach with reference groups, instructional videos, training sessions, eLearning, Teams channels and newsletters were developed and implemented during the roll-out phase.

The roll out-phase was planned in waves during a month’s time to learn, improve and not overwhelm the organisation. Due to Covid lock-down in Norway the implementation was successfully initiated and finalised two weeks ahead of plan. The eCommerce offering was launched well in advance of peak season and was a big success from day one.