Product design projects
B2E Automotive
Digital Retail Experience Design
My personal take from this project
This is one of the most significant experience for me in dealing with the complexity challenge due to a massive business and strategic company shift: full electric car sells by 2030, flexible subscription models, but most of all, online assisted sales for UK in 2023 and Sweden in 2024, progressively replacing traditional sales at retailers.
While fully immersed in Volvo design team, it all started at early stage “Partner portal”, and over the last 18 months I witnessed this growing to become the Volvo Retail’s flagship supporting the new market business model, with 5 product teams and more than 290 people from top management to product, delivery, engineering and design.
My role in the project:
UX & Service Designer
→ Support early stage the Partner portal team in defining value proposition and scope for MVP
→ As-is and to-be Agent blueprints accordingly to the Customer journey, guiding the Retail design team in defining the future experience for agents
→ Mapping the future digital retail experience as the future Retail Excellence scoping: overview for the Partners and Retailers requirements to perform their job, and therefore helping in shaping the current product management landscape
→ UX/UI of the platform capabilities for users (user administration, task and activity management, notifications)
→ Active member of the Design team in defining the global retail experience, creating personae and behavioral cards for creative workshops, contributing to the Design System library
The challenge
Based on the model of B2B2E, My Service Space is a self-service portal dedicated for the employees of major international companies who subscribe to Orange Business Services.
This portal is designed to bring together all the network uses under the same environment in order to facilitate daily management in complete autonomy. It allows you to manage orders or invoicing as well as network monitoring or incident follow-up.
My role in the project:
UX Designer
→ Redesign of all the B2E online journeys (e.g Billing; Offer Mgnt, Reporting…) and user features (e.g. Filtering)
→ Agile Discovery and Delivery (UX / UI) until QA / UAT
→ Supporting product teams in co-constructing Design methodology such as user research, co-creation or design system strategy.
