Bostik
UX Research, UX Design, UI Design
2021
Arkema is a French chemical company, producing in specialty chemicals and performance materials. The group has seven subsidiaries including Bostik that sells engineering adhesives : durables goods and extended packagings.
Arkema is looking to open a new sales channel for its distributors across the globe. Before investing in this new channel, Arkema wants to understand whether there is an actual need among their existing distributors. The aim of the new sales channel is to allow technical and general distributors to order easily the products they want and to check the status of their orders.
Project worked with Tanguy Maitrepierre (eCommerce & Business Salesforce Consultant).
Business Research
Kick-off workshop
As a first step, we held a workshop with the project stakeholders in order to state clearly the goals of the new sales platform and to acquire a precise view of Bostik’s brand, its products, business model , and customers. We also prepared a series of questions focusing on the project overview, the order taking and order tracking process, customer service and product documentation.
Business Goals
Retain existing distributors and acquire new ones by offering them a fluid transactional platform that proposes the following services: quick ordering, access to negotiated prices, consultation of order status, re-ordering process, quick export of their invoices, consult transport conditions and order history.
Offer a clear display of marketing and technical content (documentation, technical data sheets, etc.) so that they can train their customers in technical products.
Promote new products, promotions and suggested products (cross-sell) in particular through a notification system.
Problem Definition
Bostik does not have an existing ecommerce platform, the ordering and follow-up process is mainly done by phone. Our mission is to offer a qualitative digital experience thanks to a clear and intuitive arborescence.
User Research
We asked several distributors (technical and general) about the type of orders they placed and about their main issues and expectations.
We wanted to understand the varied commercial data that retailers need (negotiated prices, availability, stock level, lead time, storage and freight conditions, order status, benefits and types of application) as well as the technical and marketing needs (documentation, cases studies, videos).
Wireframes
