Challenge: We need to disrupt the ERP market … starting with our own software
An operational technology distributor decided to change how enterprise resource planning (ERP) software is built and used in the marketplace. Over the course of the global company’s growth, its existing ERP software had fossilized into a cumbersome, difficult obstacle. Inconsistent user experiences began negatively affecting sales as more niche-focused competitive threats emerged, increasing pressure on the firm’s R&D.
Recommendations: New personas facilitate better communication and awareness
Observing over 200 core ERP users across 12 countries in more than 60 enterprise environments provided projekt202’s Experience Strategy and Insight and UX team with a wealth of key insights. For instance, while most users had difficulty learning and using the software, the two largest issues were process awareness and communication. Most enterprises using ERP solutions also experienced inefficient use, long training times and high staff turnover.
From this comprehensive data, projekt202 created eight company-wide personas to emphasize users’ needs. Workflow models for each gave teams more insight into persona needs. New navigation frameworks were validated with users before core development and platform planning began. Tools and concepts were created for communication and process awareness. projekt202 also created and presented design guidelines, principles and themes to the client's R&D team.
Results: Improved UX leads to greater demand and renewed customer loyalty
The client saw improved demand for its existing and in-development ERP solutions. Reduced needs for training, call center activity, and help and documentation validated improved user experiences. Improvements led to increased customer loyalty.
Tools built for the new ERP solution became omnipresent across the client platform. The R&D team was trained on projekt202's methodology, now an essential part of the team’s strategy. Interactive design resources and pattern libraries are used throughout the organization to drive marketing efforts and further increase growth.
More than five years later, projekt202 continues its successful design and development partnership that grew out of this initial project.