You Betcha! Box
Improving the B2B Experience
opportunity space
You betcha! box was facing challenges in driving business sales (B2B)
The process of creating and customizing boxes was cumbersome
During the stakeholder meeting it came to light that customers and business customers alike were required to speak with a sales representative directly to customize boxes. This was described as frustrating and time-consuming for the client as well as the customer.
As a leading provider of customized box solutions they also want to deliver an online method of providing bulk purchases of custom boxes.
Bulk and custom ordering, although offered, is not available online.
Managing multiple addresses and tracking shipping is cumbersome.
Solution
My team was tasked with improving the customer experience and driving business sales for YouBetcha!Box. To achieve this, we conducted a competitive analysis of similar apps and created a customer journey map to identify pain points and opportunities for improvement.
User Journey Maps
Current State
I began by modeling the current state based on what I heard the client describe during the stakeholder interview as well as what I learned during my competitive analysis.
Biggest takeaways:
bulk orders cannot be ordered online
customer must contact a sales representative to order
possibility of multiple wait-times during the curation stage
Opportunity Space
I then created an opportunity space based on the removal of the offline interaction that was needed for bulk ordering.
Biggest takeaways:
customer is given control of curation stage
eliminates much of the need for staff involvement
wait time is all but eliminated from the curation stage
I learned from these journey maps that removing the need to talk to a sales representative by creating a space for online customization would remove most of the pain points that are displayed.
New ideas and development scoping
Based on what the stakeholder had said about the ordering process and my own competitive analysis I began sketching wireframes on some new concepts. Those ideas were then pooled together with the concepts of other design teams. The You Betcha Box development team was introduced to the ideas and they provided the development time of each.
Kano analysis
Of the over 70 sketches from other design teams, 13 features were given to potential users to be analyzed using the Kano model. From this it was determined how important each feature was in terms of customer satisfaction and functionality.
The analysis showed the most important feature users expect is multi-address shipping.
Based on the stakeholder interview, journey maps, and Kano analysis I went through the process of creating five wireframes of features that addressed the vision of You Betcha! Box.
build-a-box feature
multi-address management
personalization/branding
order tracking
order history/favorites
creating a better space to do bulk ordering
prototypes of new features
Take a closer look at the prototypes by clicking the image above.
In summary
Utilizing the Kano analysis and journey mapping provided a useful understanding of the problems that You Betcha Box faced. The Kano analysis helped provide direction on which feature ideas might be better suited to build up, pair down, or completely eliminated. Together they all helped identify that providing a stronger online presence in order to build, personalize, order and track the process of box building and shipping were major areas of opportunity.
Looking to the future? You Betcha!
Looking to the future? You Betcha!
With all the ideas being Thrown around, there are ample opportunities to build this site up.
The ‘360° Box/Item View’, ‘AI Helper Bot’, and a ‘Reward Program’ were three of my favorites.
