Personas
I carried out an extensive work to establish who our key customers work by interviewing internal stakeholders with key knowlegde of our customer base. I then use AI to created detail personas on each of the customer types
Project tier
Strategic
Project length
6 weeks
Role
UX researcher
Oucome
Prject proposals and analysis
Brief
Onboarding
We are currently lacking in our onboard of customers, we have a pop up system that cannot be closed and no way of knowing what the customer might be interested in.
The onboard expereince at Solar was completely absent. The company was missing oportunities to capitalise on new customers and gain information about them for marketing and instructional purposes. I was to set about interviewing internally and externally to find out what was good and bad about Solar onboarding and how we could improve it bothe for customers and us.
Process
Work flow
This was a strategic tier task so it was more research based with an outcome at the end of the diamond expected to be proposals for tactical or operational task. Designing the work flow was about exhaustively planning and executing research to determine our weaknesses and strength in the subject area
Competitior analysis
This was a little challenging because most of the B2B competitors sites are gated so expereincing the onboard of their site was not possible. Nor was the expereince of onboarding emails or phone contact so I was limited to putting my self through B2C onborading or limited open access B2B
Internal interviews
I conducted about 10 interviews with internal stakeholders across 5 different regions to establish the process of onboarding throughout the organisation and this proved to be the most insightful excercise of all.
External interviews
External interviews were an ongoing excercise throughout the brief but they were limited in what they could deliver because of their lack of experience with the platform, they didn't know what they didn't know essentially. This was something that needed a relook and maybe different approach
Customer mapping
Having established all the customer types we began to map out where they fitted into the flow
Wireframing + prototyping
Whilst the objective was not to come with design solutions I did some wireframing to demonstrate the potential of implementing tasks to fix the onboarding shortfalls
Proposals and presentation
At the end of the project I gathered all my insights, evaluated them all and assembled a presention with the research I had done and my recommendations moving forwards
User identification
Personas
Anja Schmidt
Interests: To protect ElektroNet A/S's reputation and long-term viability, To foster a culture of ethical conduct, To ensure employee well-being and safety, To stay ahead of regulatory changes, To be a trusted advisor
Tech frustrations: Ensuring company-wide buy-in, Balancing innovation with compliance, Keeping up with evolving international and national regulations, Managing internal investigations, Resource allocation
Job: Senior Compliance Officer
Nationality: Danish
Location: Aarhus, Denmark (commutes to company HQ in a nearby town, e.g., Vejen or Kolding)
Gender: Female
Age Group: 45 - 50
Relationship: N/A
Kids: N/A
Bio:
Background & Experience:
Anja holds a Master’s degree in Law from Aarhus University. She started her career as a corporate lawyer, gaining valuable experience in contract law and regulatory affairs. Her interest in ethics and good governance led her to transition into compliance, where she found her true calling in ensuring businesses operate with integrity. She joined ElektroNet A/S specifically because of their stated commitment to sustainability and innovation, seeing an opportunity to blend her legal expertise with a forward-thinking industry.
John Eriksen
Interests: To win high-profile, profitable contracts, To maintain Global Tender Solutions' reputation for excellence and reliability, To optimize value for both the client and the company, To continually improve the tendering process
Tech frustrations: Tight deadlines and high-pressure environments, Managing complex stakeholder expectations, Dealing with incomplete or ambiguous client specifications, Staying ahead of technological advancements
Job: Senior Project Manager, Tendering & Estimating
Nationality: Danish
Location: Roskilde, Denmark
Gender: Male
Age Group: 50 - 55
Relationship: N/A
Kids: N/A
Bio:
Background & Experience:
John holds a Bachelor’s degree in Civil Engineering from the Technical University of Denmark (DTU). He began his career as a quantity surveyor, meticulously estimating costs for construction projects. This foundational experience instilled in him a profound appreciation for accuracy and detail. Over two decades, he honed his skills in cost analysis, risk assessment, and bid strategy, rising through the ranks. He joined Global Tender Solutions A/S specifically for the scale and complexity of the projects they handle, thriving on the challenge of winning high-value contracts against strong international competition. He has a deep understanding of FIDIC contract terms and various national procurement regulations.
Targetting
Customer mapping
Follow a deatailed outline of the customer personas we sat down as a department a mapped out how we considered all those different types to fit into the Solar ecomerce journey. We pulled out specialst roles and and linked them to specific task but mostly the personas or customer types were quite broad in the actions and needs.
Interviews
Internal + external
I conducted a series of interview both internally and externally to get a holistic idea of how we carry out onboarding, the differences between regional onboarding and what the customer wants from onboarding. The results were surprising and revealed plenty of insights with which we could work on..... however they are confidential so I cannot disclose them.
Linus E-commerce specialist
I wish I could tell you everything but I'm pretty sure it's confidential
Insights
- Here is where I should tell you what linus said...
- However, given the nature of what was discussed and the vunerabilities that were disclosed...
- I think it would be unfair to Solar for me to disclose that info.
- So instead you will have to make do with imagining what Linus said
User journeys
User flow
As part of my mapping and ideation i mapped out how I envisaged the user naviagting their way through the onboarding as a conceptual idea. Given that this was a strategic brief it wasn’t with a view to be implemented but to create a diagram to highlight what improvement could be made
Fingings
Key areas for improvement
Having carried out a thourough research excercise of both internal and external perspectives I established a set of recommendations for future project development to enhance our onboarding oportunities. Not all of the process is documented here because of confidentiality both the ssence of what I looked into and researched is outline on this page.
Winning
Winning the customer in the first place through advertising and promotion
Account approval
Once the customer has decided to join Solar they need to have an account approved
First log in
After they have been set up they need to log in
Personalisation
Once in they will need to setup thier preferences so they site is targetted to them
Help
If they have any questions about the site then we need to be able to answer them
Contact
If they get really stuck then we need to be available to answer their call for help
Data
By using data we can help the customer setup a better site
Get in touch and let's work together :)
Currently available for freelance opportunities and creative partnerships worldwide. Let's build something exceptional together.