Disrupting the retail market with $2.5B growth potential

Our work began with in-depth discovery to uncover the unique challenges faced by professionals. By analyzing their complex workflows, we built a strong business case that emphasized the value of enhancing order visibility and customer interactions. We explored more than 50 ideas and prioritized 15 high-impact concepts that could improve efficiency and service. From this, we created six prototypes, addressing key pain points like real-time order tracking. We tested these prototypes with professionals, ensuring that the solutions met both user expectations and business needs.

Our multidisciplinary team, including product designers, operations experts, and technical architects, collaborated with the client's project team to execute the vision. Using our Proprietary Moments framework—know, own, and deliver—we explored the professional experience from an outside-in perspective. This collaborative approach allowed us to pinpoint moments that truly mattered to professionals and their customers. Together, we developed six prototypes to improve order visibility and streamline processes. This hands-on partnership helped the client disrupt the market by creating more competitive, user-focused services that increased project volume and win rates.

By placing user needs at the core of our approach, we delivered a roadmap that could unlock up to $2.5 billion in revenue over two product releases. Our solutions simplify planning and ordering processes, improving organizational efficiency by 4-5% and speeding up quote-to-purchase conversions. The success of this project has inspired the client to apply the framework across other business areas, further showcasing the impact of our co-created solutions. The roadmap is now positioned as a scalable model for driving long-term business growth.