We started with the creation of a user experience strategy for Digital Energy Solutions, a joint venture between BMW Group and Viessmann group. Focused on the management of energy flexibility for small and medium-sized companies, our goal was to provide their optimum energy solution, based on economy, sustainability and supply security.
Guided by a customer-centric perspective, we adopted a multi-layered approach, using innovative methods and tools, to create results fast. We implemented new team structures and organization of work, to make optimal use of everybody’s expertise. Finally, we worked through a change in mindset, to find the sweet spot between what is technically feasible, desired by customers, and viable from a business perspective.
The team discovered completely new business opportunities, combining their vision with experimentation, and tackling the challenges in many different ways. Out of this, new concepts and prototypes were developed. The pairing of BMW and MINI’s existing products with innovative services would create an ecosystem of energy and mobility. A new offer emerged, allowing customers to be sustainable with both their mobility and energy demands, all seamlessly integrated within a premium service experience.
The e-mobility business is maturing. We were grateful for the rare opportunity to shape the future of e-mobility together with the BMW Group – as facilitators, innovators and change makers.
Working together with E.ON, we created a seamless and transparent customer experience for buying solar panels and home batteries, called ‘Project Silicon’, via a set of digital touchpoints. These touchpoints help customers calculate the potential benefits and investments, keep customers fully informed of their order status, and provide a timetable for installation.
On the trade side, ‘Project Silicon’ makes the sales process smoother for its delivery partners, by engaging new customers and converting leads into sales, while a quality assurance app (designed specifically for installers) takes care of their needs. Futurice and E.ON digitized the entire sales pipeline from lead generation to delivery, and launched in Germany, reducing the cost of acquiring new customers, while increasing the number of leads and sales, and slashing installation times for solar panels. We ensured the propositions could be scaled, including front and back end development, and new features and functions can be added easily.
Key to the transformation was shifting the business from its traditional focus, towards building a culture in which digital services can be prototyped and deployed faster than at conventional service providers, with increased customer-centricity.
Kesko wanted to build a digital strategy that would serve its customers in both the short and long term. One of Finland's two major grocery store chains,900 000 customers visit the chain's 900 grocery stores every day. Providing digital services to make their customers' lives easier is a key strategic focus.
Armed with that clear vision, implementation of the digital strategy started right away. A set of digital service concepts were designed at the Futurice headquarters, and further improved during workshops with Kesko Food stakeholders. This new understanding of the digital and mobile world, and fresh mindset, can now be spread throughout all levels of their workplace.
A mobile app was built to to provide Kesko cutomers’ with intelligent shopping tools, developing their mobile channel and customer interactions. TA service designer, visual designer and technical architects kicked off the project, outlining the service's business objectives, KPI’s, design drivers, and customer journey, as well as key use cases and other requirements. Agile methodologies and validation of the solution with end users allowed the cross-functional team of Futurice service creators to deliver a multi-platform mobile application (iOS, Android, Windows Phone) that __meets both the end-users' needs and Kesko's business objectives. __
Two days from launch, the application was at the top of the free apps chart on App Store, while iterative design and development of the application and strategy continues.