Orora Packaging
My role // Lead all design initiatives
Activities undertaken // Design strategy, design operations, customer interviews, global workshops, usability testing
Challenge
Orora needed assistance in gaining clarity and confidence to move their existing eCommerce platform onto the SAP Commerce.
Some major pain-points were:
Poor understanding of SAP Commerce solution
Inadequate Digital experience within business
Lack of confidence in vendor due to previous engagement(s)
Six-week deadline to clarify questions posed over the previous 18 months
Approach
We undertook several workshops across four states and two countries validating business and customer requirements.
Validate user personas, segments and pain-points
Define high-level customer journey maps and UX best practices
Define an optimal customer experience roadmap
Prioritise requirements, build a dependency roadmap and develop a high-level schedule for the business and technology at an Epic level.
Provide analysis and support to support final commercial discussions with vendor.
Outcome
We provided a clear articulation and validation of the business and customer requirements and clarity on the proposed solution.
We were instrumental in estimating the scope and related workload required to enter a commercial negotiation with SAP; while delivering:
Prioritised requirements within a program backlog
High-level project plan and development roadmap
Updated Solution Design and integrations approach
Optimal customer experience journey blueprint
