Driving User-Centric Digital Transformation

Unified SharePoint platform boosts user confidence and efficiency

Challenge:
Users struggled to find information about their solution, lacked guidance on maintenance and growth, and didn’t know where to find the right spare parts and consumables.

Method:

• Conducted user journey mapping workshops with customer managers.

• Aligned around personas and jobs to be done.

• Mapped the ecosystem to identify gaps and needs.

• Developed mockups and conducted user testing to refine the solution.

Solution:
A SharePoint-based platform that consolidates:

• Solution overview.

• Knowledge center for maintenance and growth.

• Webshop for spare parts and consumables.

Result:

• Enhanced user self-sufficiency and confidence.

• Centralised access to critical resources, driving operational efficiency and customer satisfaction.

Intuitive design and relaunch boost feature adoption and satisfaction

Challenge:
The existing software solution was very complex due to overlapping features and an inconsistent user experience. Research revealed that many existing features were unknown to users.

Method:

• Research through interviews and questionnaires.

• Design sprints to identify key user needs and pain points.

• Mockups and user-testing
• Delivered final design documentation.

Solution:

• Created an intuitive overview from the welcome screen with actionable messaging.

• Ensured easy maintenance and scalability through a design system.

• Designed multiple features to address varied user needs.

• Relaunched existing features, marketed as new and improved.

Results:

• Increased feature adoption and engagement.

• Enhanced user satisfaction and easier navigation across the software ecosystem.

Aligning organisation around personas and stakeholder priorities

Challenge:
Across digital offerings, multiple instrument lines, and 8 segments, the software structure was complex with repeated features across platforms, limiting scalability and growth. Managing a diverse and complex stakeholder landscape added significant challenges, as different groups had varying needs and priorities.

Method:
Aligned the organisation through close stakeholder management by focusing on personas and jobs to be done, ensuring all key voices were heard and integrated into the solution design. Included change management with a focus on communicating the “why” and ongoing follow-up to ensure adoption.

Result:
Empowered users to confidently grow into the solution while establishing a scalable design system that supports future growth and maintains stakeholder alignment.