A typical case study

A typical implementation for an Intamac client. This example involved delivering an online account accessed via Single Sign On from the client’s existing website, new iPhone and Android apps, a Mobile website, backend integration with the client’s legacy systems for billing and account management purposes, and product supply and logistics.

Discover
Define the customer journey and service levels.

Workshops determined the expected customer experience, from purchase point to operational state. Purchase, logistics, account creation, product registration and account configuration journeys were documented.  Focus was maintained on ease of use.

Further workshops captured the desired customer in life experience, the desired functionality on each interface, and the service levels to be offered.

Design
Create concept versions of User Interfaces and product, and specify backend integration.

Initial designs were created for all key website and mobile app pages, and product packaging, branding and Installation Guides. Designs met client styleguide and branding specifications. Client approved technical specifications and functional wireframes explained how the Interfaces would function.

Infrastructure and integration requirements for account data passing and Single Sign On purposes, were agreed with the client’s IT team.

Analyse
Test the customer journey, interfaces and processes. Change as needed.

The customer journey was tested using consumer groups and the prepared concept designs, functionality and processes. Adjustments were made as necessary to the designs, processes, technical specifications and background integration specifications.

Build
Create interfaces and final product samples, and integrate with the client’s backend.

Full website and mobile applications build was undertaken in parallel with working with the client's IT department to implement the software development and infrastructure changes needed to integrate with the client's backend systems. A separate integration with a third party logistics house was also completed.

Final product samples and installation guides were supplied.

Test & Go to Market
Make sure everything works. Change as needed.

After internal Quality Assurance approval, the client ran their own User Acceptance Testing. After signoff, an internal 25 user trial was run, followed by a pilot using a 100-strong consumer panel.

Final tweaks were implemented before commitment to the launch campaign.

Launch
Deliver product, signoff and start selling.

Product shipments were organised and delivered to the logistics company. The client formally signed off the project delivery and started their marketing campaign.

Planning started on the next phases of improvements, and the roadmap functionality.