Large Global Accounting Firm

Elevated mobile experience achieved a 15% increase in customer engagement with a new seamless and intuitive user interface.

By improving their mobile experience through a collaborative four-step Product Sprint, we addressed the previously lagging functionality and user satisfaction compared to their web platform by designing user-centric features for optimal cross-platform performance. This effort led to a strategic roadmap that enabled the client to implement a more intuitive mobile application and increase customer engagement significantly.

Services

Product & Experience

Industry

Real Estate & Construction

situation

Unified Experiences, Global Reach

This client is the world’s largest auctioneer of heavy equipment, operates globally and caters to a wide range of buyers and sellers. They recently initiated a multi-phase project, aimed at unifying the experiences of their different platforms. Improving their mobile experience, which lagged in both functionality and user satisfaction compared to their web platform, was a major focus of this initiative.

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Impact

Empowering Mobile, Seizing Opportunities

The limitations of the existing mobile app were significant. Users often found themselves frustrated because they were unable to perform essential actions, forcing them to switch to the web platform. This was particularly inconvenient for users who did not have easy access to a desktop or laptop.

Customer experience suffered as the mobile app’s shortcomings often impeded a buyer’s ability to quickly find, compare or bid on equipment. This not only caused user dissatisfaction but also resulted in potential revenue loss. Missed opportunities during critical auction moments were a risk due to improvements needed in the mobile app that better support nuances in the equipment buying process.

Resolution

Transformative Sprint: Innovate, Design, Deliver

Collaborating closely with the client, we undertook a four-step Product Sprint to lay the groundwork for a revolutionary mobile application:

Align and Define: We conducted in-depth interviews with stakeholders and onsite visits to auction locations, mapping out existing pain points and reviewing the technological landscape. Our recommendation to adopt Flutter for the mobile app was driven by the need for compatibility and optimal performance across both iOS and Android platforms.
Design Sprint: We organized a highly collaborative design sprint, engaging key stakeholders in the process. The focus was on user-centric features such as enhanced search, auto-suggest, filtering, and comparison capabilities. High-fidelity prototypes were developed to illustrate the new user flows, including enhanced search functionality, a watch list feature, and comparison tools. Through user testing and direct feedback from end-users, we refined the designs to better meet the customer needs.
Features & Tech: Throughout the engagement feature and tech reviews were done with the existing platform resulting in a comprehensive technical architecture diagram and specific technology recommendations to support a high-level epic and feature list for the improved product experiences.
Strategy and Summary: Finally, we constructed a detailed roadmap that broke down the features into manageable chunks, offering a phased implementation plan. A proof of concept was recommended to ensure real-time functionality and minimal lag, critical for the live auction experience.

Results

Search, Track, Compare: Innovate Seamlessly

Key components designed during the sprint included an Enhanced Search and Filter system with auto-suggest and in-search filtering to help users quickly locate their desired equipment. The Watch List feature allowed users to monitor auctions of interest in real time. Additionally, an innovative Comparison Tool enabled users to compare multiple items side-by-side, with a unique orientation switch feature for better viewing. The client is now well-equipped with a detailed roadmap and actionable insights to bring their vision to life resulting in an estimated 15% increase in customer engagement.