B2C E-Commerce Platform Design for Lead Supplier of Replacement Parts for Transport Refrigeration Systems
CASE STUDYI engaged with a lead supplier of replacement parts for transport refrigeration systems to redesign their B2B e-commerce site using Salesforce Commerce Cloud.
The project entailed gathering requirements from discovery activities, designing mockups, and producing documentation to guide the development of a modern B2C e-commerce store. The objective was to introduce a centralized, unified platform for CRM, ecommerce and more, improve the customer experience, and enhance communication and trust with customers. I leveraged my client’s latest e-commerce experience design coupled with their brand guidelines to redesign and build and more usable, enjoyable, equitable and useful experience for my client’s customers. The site minimized complexity and enabled users to access inventory and order information more quickly and easily.
To kick off the engagement, I collaborated closely with the client to establish clear project objectives and success metrics. Then, I began a deep dive into understanding the client’s and user's specific needs and challenges.
To understand the existing site, I created a site map. Extensive market research helped me leverage industry trends and best practices for successful e-commerce stores.
To ensure a user-friendly experience, I built detailed user personas, documenting the pain points and desired experiences, and mapped the customer journeys, guiding meticulous planning of information architecture and content strategy.
Through design prototyping, I seamlessly blended the client's branding with a user-centric interface, maximizing the use of Salesforce components to enhance functionality and engagement. This involved close collaboration with the client on information architecture, leveraging Salesforce's CRM capabilities for an efficient data flow across various modules.
The result was an e-commerce platform that not only met but exceeded the client's expectations while leveraging Salesforce's robust ecosystem for optimal performance.