Mercedes-Benz

Mercedes-Benz Vans wanted an ordering portal for their Fleet customers and Strategic Account Managers.

Role: Design Director, UX, Art Direction
Tools: Figma, Miro, Salesforce API

Context

Mercedes-Benz Vans is a line of business outside of the parent company and, as such, has unique performance goals and KPI’s. They came to us looking to enhance their ordering process from one that required a lot of manual inputs and phone calls to a simplified portal that allowed for self-service and live order tracking.

Project Goals:

  1. Design a clean, organized dashboard experience that is in line with the brand and encourages self-service and action.

  2. Allow for managers to order on behalf of their customers.

Project Notes:

One of the first activities we engaged in was a workshop to understand the process flow for ordering fleet vehicles through Mercedes-Benz. We learned there are multiple actors within this experience all with unique roles and permissions. This created an opportunity for personalization based on credentials to surface the segments one would find most useful.

Our partnership with Mercedes-Benz was high-touch which often resulted in rapid prototyping and workshopping together to arrive at the solution. Mercedes went through a truncated UX process of define, analyze, and design to arrive at an MVP product that we can continue to iterate and improve upon.

Result:

Mercedes-Benz Vans now has a fleet portal that allows for quick access to existing orders and builds, as well as an intuitive, no frills ordering environment for new requests. Customers can now see the status of their orders without having to call their representative and can even make changes to an order without assistance. All of this was manual before, slowing down the ordering process. The portal has resulted in a higher-volume of repeat orders and higher customer satisfaction scores.