Ballograf - Service Design project

The focus on this project was on enhancing various stages of the user's journey, such as pre-purchase, purchase, and post-purchase experiences, culminating in elevated customer satisfaction. Our assignment centered on corporate customers—specifically on enhancing the experience of companies wishing to have their logos imprinted on pens for promotional purposes. Whats cool about this project is that Ballograf is now using this template we created for them in this project. https://www.ballograf.se/wp-content/uploads/2023/10/ordermall.pdf

The focus on this project was on enhancing various stages of the user's journey, such as pre-purchase, purchase, and post-purchase experiences, culminating in elevated customer satisfaction. Our assignment centered on corporate customers—specifically on enhancing the experience of companies wishing to have their logos imprinted on pens for promotional purposes. Whats cool about this project is that Ballograf is now using this template we created for them in this project. https://www.ballograf.se/wp-content/uploads/2023/10/ordermall.pdf

The focus on this project was on enhancing various stages of the user's journey, such as pre-purchase, purchase, and post-purchase experiences, culminating in elevated customer satisfaction. Our assignment centered on corporate customers—specifically on enhancing the experience of companies wishing to have their logos imprinted on pens for promotional purposes. Whats cool about this project is that Ballograf is now using this template we created for them in this project. https://www.ballograf.se/wp-content/uploads/2023/10/ordermall.pdf

Client

Ballograf

Role

UX Designer Researcher Service Designer

Team

Robert A Mathilda O Teodor S Ida L.

Duration

6 weeks 2023

Process Overview

In the discovery phase, we conducted interviews with the target audience to gather valuable insights. By week 7, we had synthesized all the facts. The following week was dedicated to a sprint where we developed our concept.

Research Insights

Interviews with three end-customers and three intermediaries revealed satisfaction with Ballograf's product quality and purchase process. However, both groups identified long lead times and a lack of clear pricing as pain points.

Customer Journey and Service Blueprint

We included both end-customers and intermediaries in our comprehensive service blueprint, mapping out all touchpoints and exchanges between the parties involved.

Business Model Canvas

Our business model canvas outlines Ballograf's strategic plan for value creation, delivery, and capture.

Innovative Solutions

Our aim was to enhance communication between Ballograf and profile customers. We devised a simple, direct order template to eliminate excessive back-and-forth emails.

Prototyping and Testing

We conducted user and expert tests to refine our order form concept. Feedback on layout adjustments and form functionality led to a more efficient design.

Challenges

Indecision between a high-fidelity prototype and a simple PDF format. Variation in understanding end-customer needs. Difficulties in maintaining an overview of the project due to excessive information on the Miro board.

Successes

High-fidelity prototype provided new insights and was beneficial. Methods like customer journey mapping (CJM) and service blueprinting were effective. Positive group dynamics and flexibility were reflected in user testing outcomes.

Let's connect

Get in touch for opportunities or just to say hi! 👋

Robert Arnestad, © 2024

Let's connect

Get in touch for opportunities or just to say hi! 👋

Robert Arnestad, © 2024

Let's connect

Get in touch for opportunities or just to say hi!👋

Robert Arnestad, © 2024