Omnichannel experience for Sonepar’s clients
My team and I, we helped Sonepar transition to a user-centric approach, improving their digital products and services to deliver a seamless customer experience.
The challenge
Sonepar, a leading B2B retailer of products for electricians, embarked on a digital transformation journey with the launch of the Spark digital factory. This initiative aimed to revolutionize Sonepar's global ecommerce operations and provide a seamless omnichannel experience for customers. However, the product teams had a view which was too feature-based, lacking the global view of the product. This often led to a fragmented user experience and limited business impact.
To address this challenge, my team played a strategic role in shifting the focus from feature-based to product-based. We collaborated with product managers to develop comprehensive product roadmaps and OKRs that were aligned with business objectives and user needs. By emphasizing the impact of product decisions, we fostered a product-centric culture within the development and design teams, encouraging them to prioritize user value and business results.
The outcome of this transformation was a seamless omnichannel experience that delighted customers and drove business growth.
*some images are intentionally blurred in order to preserve the confidentiality of the content
My role
As part of Sonepar's Spark program and this digital transformation, I contributed to four key areas:
Customer Experience Design: I focused on optimizing the customer journey, particularly the stages of becoming a client and maintaining loyalty. Through the application of design thinking methodologies (UX research, blueprinting, ideation, prototyping, and testing), I collaborated with the design team to create seamless omnichannel experiences.
Service Design Culture: I worked to instill a user-centric culture within Sonepar's agile teams, shifting the focus from product-centric to impact-driven approaches. By conducting workshops and training sessions for product managers, designers, developers, and support teams within the SAFe framework, I equipped them with the tools and mindset necessary to make informed product strategy decisions.
Strategic Product Management: Acting as an experience coach to product managers, I focused on the strategic direction of the product, defining the roadmap, OKRs, and service definition. While the primary product manager oversaw the tactical execution, I ensured that the product aligned with the overall business objectives and user needs.
Product Return Process and Circularity: I led the development of a carbon case for the product return process, analyzing its environmental impact and identifying opportunities for improvement. I then worked to transform this linear process into a circular one, exploring options for product reuse, repair, and recycling.
Some numbers
14 service blueprints, describing the integrity of the user experience throughout her relationship with Sonepar.
More than 60 opportunities for improvement.
Impact on Sonepar entities in two continents, Europe and the USA.