IBM iX

BACKGROUND

Please describe your company and your position there.

Our company is in the telecommunication industry. I'm a contact center manager. Our services include customer support, new products sales, up-sell, cross-sell and renewals.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire IBM iX?

Our Ecomm engine was originally created inhouse many years ago. It's difficult to use, but the biggest challenge was the user experience. Consumers were complaining about a frustrating user experience. We hired the consultants to modernize our Ecommerce engine.

What were your goals for this project?

Improve the User Interface and the User Experience.

SOLUTION

How did you select this vendor?

We did not do an RFP this time. Instead we created a short list of 3 consultants and did long interviews with them. This seemed to be a much better experience than going the RFP route.

Describe the project and the services they provided in detail.

The consultants led with a design thinking workshop and then immediately moved into agile execution. They developed user journey maps and insights. I was originally skeptical on the journey maps but they really illustrated some gaps and some good ideas.

What was the team composition?

The dev team was made up of users, managers and consultants. Several team members were offshore.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

The new Ecomm engine is fantastic, Great UI and UX. It requires fewer keystrokes and is much more intuitive.

How was project management arranged and how effective was it?

PM was provided by the consultant. He was very effective at keeping to the schedule.

What did you find most impressive about this company?

They have a team of fantastic people who are skilled and experienced.

Are there any areas for improvement?

Not really, all good.