Project Duration:

Sept 2023 - Jul 2024; Oct 2024 launched

About

Premier Homepage is the central hub where business customers can shop for and manage end-to-end solutions through a simple, personalized online platform.

Awards:

President's Award and Game Changer Award recipient by successfully completing this project

Outcomes:

+9.9% increase in Average Order Value (AOV)
+7.1% increase in Revenue per Visit (RPV)
Led Phase 1 research and strategy; delivered Phase 2 redesign in 4 months with new team
Established a clear design strategy and research foundation that guided both the original and new teams
Improved customer independence, enabling users to find key information and features without relying on sales reps
Enhanced personalization and brand experience for different user types (shoppers, buyers, admins)

Problem Statement:

Customers are having difficulty navigating on Premier and content is not relevant, provoking them to contact sales representatives or exit Premier entirely

Discovery:

Stakeholder Research:
1. 6 workshops with the Premier HP stakeholders
2. 2 workshops with global merchandising team
3. 1 ideation workshop with the Premier HP core team
4. 1 problem statement workshop with the Premier HP core team
Customer Research:
- Objectives
  1. Uncover gaps in customers’ current journey
  2. Validate customer expectations
  3. Discover task priorities and test hypothesis
Methodology:
1. 10 Premier customers
  1. Medium Business, Commercial, Channel, Sales Representatives
Major Learnings for Customers
1. 10/10 customers want to talk to their sales representatives to purchase and update products because they find it easier than doing it themselves
2. 10/10 customers want to quickly place their orders in bulk but struggles due to issues with the current interface
3. 10/10 customers do not find the current HP content useful because they rarely purchase products outside of their preconfigured products
4. 9/10 want to customize the Premier to suit their needs