The Client
Our client, a leading provider of HVAC solutions, sought to enhance both its customer acquisition and internal operations. They partnered with to develop two interconnected solutions:
Approach
We focused on using an iterative approach and user feedback to make data-based decisions. We also used extensive competitive research to find areas where we could improve and outperform competitors.
Initial Exploration
The collaboration started with strategic meetings where client outlined their vision to simplify the customer journey. Key user profiles were identified, including eco-conscious homeowners and internal sales and installation stakeholders.
Strategy Development
analyzed client's needs, brand identity, competitors, and target audience. This informed a strategic approach, setting both projects up for success. CJM identified key interaction points, guiding the design and functionality.
Defining the Brand
Client's brand values center on providing customer-centric energy solutions that are personalized, affordable, and empower customers to participate in the process.
Wireframing
We created wireframes based on user needs, visualizing flow and functionality for an intuitive design. An explainer video detailed our design rationale.
CRM System
The final design reflected the client's core values and included distinct interfaces tailored to the roles of Manager, Installer and Customer.
Results & Impact
The deployment of the multi-step web application and CRM system marked a significant transformation in the client's digital presence and operational efficiency.
CRM system
Streamlined processes, reduced errors, and accelerated order fulfillment.
Enhanced communication and collaboration between stakeholders.
Increased productivity and efficiency for managers and installers.
Significantly enhanced customer satisfaction and loyalty.
Improved transparency and visibility for customers.
Web Application
Established our client as a pioneer in the industry, setting a new standard for online experiences.
Higher conversion rates due to streamlined user flows and clear call-to-actions.
Significantly increased user engagement.
Increased time spent on the platform.