Role
Role
Design Thinking Workshops, UX Research, Information Architecture, Visual Design, Web & Mobile
Design Thinking Workshops, UX Research, Information Architecture, Visual Design, Web & Mobile
Client
Client
Overview
With data flowing in from multiple channels through different business units, it was challenging for the client to synthesize and process information.
We helped the client create a unified view of data for both external customers (B2B & B2C) and BPCL internal roles across multiple business units and departments.
Overview
With data flowing in from multiple channels through different business units, it was challenging for the client to synthesize and process information.
We helped the client create a unified view of data for both external customers (B2B & B2C) and BPCL internal roles across multiple business units and departments.
Problem Statement
Problem Statement
Problem Statement
Absence of Trust
Absence of Trust
Insufficient knowledge management
Limited customer experience in Loyalty Programs
Primitive mobile experience
Inconvenience
Inconvenience
Inconvenient interactions and path to purchase
Manual channel partner operations
Disconnected experience across businesses
Cumbersome onboarding and document processing
Lack of Personalisation
Lack of Personalisation
Limited digital marketing
Long sales cycle and drop offs
Dependency on partners for
customer campaigns
Limited digital marketing
Long sales cycle and drop offs
Dependency on partners for customer campaigns
Virtual Workshop
Virtual Workshop
A 1-month virtual workshop was conducted with the stakeholders from different BUs from the clients end along with functional and design team members from Deloitte end. The outcome of the workshop was:
Define personas based on their roles and responsibilities
Chalk out the before and after user journeys of each persona
Primary tasks that need to be accomplished with the help of the portals that will be designed
How is the success of the tasks are measured
A 1-month virtual workshop was conducted with the stakeholders from different BUs from the clients end along with functional and design team members from Deloitte end. The outcome of the workshop was:
Define personas based on their roles and responsibilities
Chalk out the before and after user journeys of each persona
Primary tasks that need to be accomplished with the help of the portals that will be designed
How is the success of the tasks are measured
Fig: Pictures from the workshop conducted to understand the before and after user journeys for each persona and identify the primary goals that need to be accomplished using the portal
Fig: Pictures from the workshop conducted to understand the before and after user journeys for each persona and identify the primary goals that need to be accomplished using the portal
Fig: Pictures from the workshop conducted to understand the before and after user journeys for each persona and identify the primary goals that need to be accomplished using the portal
Competitive Analysis
Competitive Analysis
Conducted secondary research and ascertained the current trends in industry pertaining to desktop and mobile applications for B2C customers. We identified the pain points of users for competitor applications.
Conducted secondary research and ascertained the current trends in industry pertaining to desktop and mobile applications for B2C customers. We identified the pain points of users for competitor applications.
User Personas (not exhaustive)
User Personas (not exhaustive)
Insights gathered from users, stakeholders and secondary research the personas for possible target customers
were created.
Insights gathered from users, stakeholders and secondary research the personas for possible target customers
were created.
Our Solution One App Strategy
Our Solution One App Strategy
Sample User Journeys
Sample User Journeys
Sample Information Architecture
Sample Information Architecture
Information Architecture for the entire project was designed by me along with virtual help from functional team and the stakeholders from BPCL. Very detailed Information Architecture was designed separately for both B2B & B2C platforms for each Business Units, each of them were more than 10 pages long. A sample IA for LPG Native application is shown below.
Information Architecture for the entire project was designed by me along with virtual help from functional team and the stakeholders from BPCL. Very detailed Information Architecture was designed separately for both B2B & B2C platforms for each Business Units, each of them were more than 10 pages long. A sample IA for LPG Native application is shown below.
Virtual White-boarding
Virtual White-boarding
I created low fidelity wireframes by brainstorming in white boarding sessions along with functional lead and product owner. After having a go-ahead from the Product Manager, developers, and Stakeholders on the mockups, we began to conduct usability tests with the low-fidelity mockups. Once we had confidence in the design, we began digitalizing designs.
I created low fidelity wireframes by brainstorming in white boarding sessions along with functional lead and product owner. After having a go-ahead from the Product Manager, developers, and Stakeholders on the mockups, we began to conduct usability tests with the low-fidelity mockups. Once we had confidence in the design, we began digitalizing designs.
High Fidelity Wireframes
High Fidelity Wireframes
I created high fidelity wireframes along with adding some features which will help in enhancing the user experience once the requirements from the clients are finalised and the functionalities are decided by the functional leads of respective business unit leads. I created wireframes for Web, Web responsive & Native mobile Applications. A sample wireframe for native mobile application is shown below.
I created high fidelity wireframes along with adding some features which will help in enhancing the user experience once the requirements from the clients are finalised and the functionalities are decided by the functional leads of respective business unit leads. I created wireframes for Web, Web responsive & Native mobile Applications. A sample wireframe for native mobile application is shown below.
Design Guide
Design Guide
Design guidelines are sets of recommendations on how to apply design principles.
A component-based design system can grant your applications both visual and functional consistency. Designers & developers use guidelines and components to adopt principles such as intuitiveness, learnability, efficiency and consistency to create compelling designs. This in turn reduces the time and effort in the long run.
Design guidelines are sets of recommendations on how to apply design principles.
A component-based design system can grant your applications both visual and functional consistency. Designers & developers use guidelines and components to adopt principles such as intuitiveness, learnability, efficiency and consistency to create compelling designs. This in turn reduces the time and effort in the long run.
Device Adaptations
Device Adaptations
Usability Testing
Usability Testing
We conducted informal and formal cognitive walkthroughs in controlled environment. Informal testing was conducted using paper prototypes and formal testing was conducted using XD Prototypes.
We conducted informal and formal cognitive walkthroughs in controlled environment. Informal testing was conducted using paper prototypes and formal testing was conducted using XD Prototypes.
Informal Testing
Informal Testing
We conducted an informal testing twice during the course of the project. Both the rounds provided us with some valuable feedbacks for further exploration and design
We conducted an informal testing twice during the course of the project. Both the rounds provided us with some valuable feedbacks for further exploration and design
Formal Testing
Formal Testing
We provided 3 tasks that utilises the primary features of the portal to each participant to test out the high fidelity prototype. The participants were asked to think aloud while carrying out the tasks which provided us many insights on the logical flow of the design
We provided 3 tasks that utilises the primary features of the portal to each participant to test out the high fidelity prototype. The participants were asked to think aloud while carrying out the tasks which provided us many insights on the logical flow of the design
Seeing the results
Seeing the results
Completed designing for B2C & B2B applications for Retail business unit & the the screens are under development.
BPCL internal applications (not customer facing) are currently being designed for which I have designed Information architecture for 6 internal roles.
I am currently working for LPG business unit for LPG Next application which also consists of different personas.
One App native mobile application was successfully developed and launched for both android and iOS. One Web is currently under development and will be launched by the beginning of 2022.
Completed designing for B2C & B2B applications for Retail business unit & the the screens are under development.
BPCL internal applications (not customer facing) are currently being designed for which I have designed Information architecture for 6 internal roles.
I am currently working for LPG business unit for LPG Next application which also consists of different personas.
One App native mobile application was successfully developed and launched for both android and iOS. One Web is currently under development and will be launched by the beginning of 2022.
Click this link to download Hello BPCL one App
Click this link to download Hello BPCL one App
Project Learnings
Project Learnings
As designers, we tend to focus a lot on creating pixel perfect designs and often end up missing the big picture. This project helped me to understand the importance of considering business perspective in general and helping me get closer to both client and the final user of the product. Any new project should be focused on solving the problem faced by the users and not stress too much on adding jazzy features that is of no use. It is essential for designers to learn how to pitch ideas and justify design decisions from a stand point of how it is going to increase the revenue, engage the audience and have a better experience.
As designers, we tend to focus a lot on creating pixel perfect designs and often end up missing the big picture. This project helped me to understand the importance of considering business perspective in general and helping me get closer to both client and the final user of the product. Any new project should be focused on solving the problem faced by the users and not stress too much on adding jazzy features that is of no use. It is essential for designers to learn how to pitch ideas and justify design decisions from a stand point of how it is going to increase the revenue, engage the audience and have a better experience.
Other Projects
Other Projects
Dashboard Designs
Turning Raw Data into Actionable Insights.
Experience Platform
A smart, easy and efficient platform for B2C & B2B customers.
RealConnect Application
Transforming the landscape of property management through cutting-edge solutions
Data Contract Portal
A seamless portal to navigate through the compliances and approvals for data transfer
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