Creating a Self-Service Experience
With over 80 years of industry experience, Iplex Pipelines are Australia’s leading manufacturer and supplier of pipeline products to the water and gas industries.
Heavily dependent on their contact centre, Iplex had been evaluating "off-the-shelf" options for a trade customer portal that would allow them to conduct more of their business online, 24/7.
The pilot rollout had minimal changes due to Apolinar's work in engaging customers and validating the Human Experience during the first week of our engagement, saving Iplex time and money.
We designed a world-class Human Experience (HX) on any iOS and Android devices leveraging the camera, location services, maps and offline capabilities of a native app that any customer can install.
The user testing feedback from plumbers and frontline staff focussed the delivery team on the features that needed to be prioritised and allowed for rapid improvement.
Post-COVID-19, the app is helping Iplex's continued success by allowing trade customers to order and manage fulfilment, including contactless pick-up and delivery, and has become critical to the ongoing success of both Iplex and their customers' businesses.
“This is great. I normally have to call Iplex to chase orders up, which is just more time out of my day.”
Iplex Co-Design Sprint | Day 5 User Testing
How We Did It
Working closely with the Iplex Pipelines as a trusted Human Experience and technology partner we:
Engaged in interviews with key stakeholders to identify project opportunities and challenges
Ran our 5-day Co-Design process to produce a high-fidelity prototype on the fourth day. On the fifth day, we tested the prototype with 13 users to validate assumptions and help refine the design
Created a digital style guide and design system for the new portal.
Utilising Full Stack Development, we developed a world-class web app optimised for mobile, tablet, and desktop devices using Angular2.
Worked in close partnership with Iplex's internal team to integrate with their JDE ERP system.
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