Scale
onboarding
Scale
onboarding
Scale onboarding
Streamlining the client's catalog onboarding experience
Streamlining the client's catalog onboarding experience
Overview
Empathy.co enhances search and discovery for major e-commerce retailers like Kroger and Inditex. Their platform processes millions of search queries daily, handling extensive product catalogs across various categories.
Each client enjoys tailored catalog structures and search configurations to meet their specific needs and user experience goals. In the fast-paced e-commerce landscape, efficient search is vital for user engagement and sales, making quick implementation essential.
Empathy.co enhances search and discovery for major e-commerce retailers like Kroger and Inditex. Their platform processes millions of search queries daily, handling extensive product catalogs across various categories.
Each client enjoys tailored catalog structures and search configurations to meet their specific needs and user experience goals. In the fast-paced e-commerce landscape, efficient search is vital for user engagement and sales, making quick implementation essential.
CHallenge
The client catalogue onboarding process had become a major bottleneck, causing delays of up to 6 months. Each setup required custom data mapping, complex validation, and extensive engineering support, straining the team’s capacity. To ease this, the company aimed to let partners manage client onboarding independently.
process
Research and Analysis
Research and Analysis
User persona definition
User persona definition
Lacking alignment on customer objectives, I created a user persona to clarify needs and focus the team on delivering user-centered value.
Lacking alignment on customer objectives, I created a user persona to clarify needs and focus the team on delivering user-centered value.
Internal processes blueprinting
Internal processes blueprinting
Held one-on-one sessions with backend engineers to map the catalog and feed processes, bridging gaps and aligning the team.
Held one-on-one sessions with backend engineers to map the catalog and feed processes, bridging gaps and aligning the team.
Analyzing the antecedents and auditing the current tool
Analyzing the antecedents and auditing the current tool
Reviewed the previous feed management tool for limitations and audited the current tool to find improvement areas.
Reviewed the previous feed management tool for limitations and audited the current tool to find improvement areas.
Design and Development
Design and Development
One standard feed template
One standard feed template
Defined a Standardized Feed Template to unify catalog data formats, simplifying the onboarding process.
Defined a Standardized Feed Template to unify catalog data formats, simplifying the onboarding process.
Validate before loading the feed
Validate before loading the feed
Developed a Feed Validator, a self-service tool enabling clients to check and correct feed errors before submission.
Developed a Feed Validator, a self-service tool enabling clients to check and correct feed errors before submission.
An improved management tool
An improved management tool
Enhanced the Instance Management Configurator with new features and capabilities, allowing internal teams and partners to manage catalog jobs independently.
Enhanced the Instance Management Configurator with new features and capabilities, allowing internal teams and partners to manage catalog jobs independently.
User Testing and Iteration
User Testing and Iteration
Internal user testing
Internal user testing
Conducted user testing with internal engineers to refine the interface and functionalities based on feedback.
Conducted user testing with internal engineers to refine the interface and functionalities based on feedback.
More options for a better experience
More options for a better experience
Implemented improvements such as filtering options, job status updates, and enhanced error handling based on testing feedback and iterations.
Implemented improvements such as filtering options, job status updates, and enhanced error handling based on testing feedback and iterations.
Outcome
Reduced client onboarding time from 6 months to 9 minutes.
Provided clients and partners with self-service tools, reducing dependency on backend engineers.
Streamlined processes and enhanced tools led to improved operational efficiency and scalability.
Reduced client onboarding time from 6 months to 9 minutes.
Provided clients and partners with self-service tools, reducing dependency on backend engineers.
Streamlined processes and enhanced tools led to improved operational efficiency and scalability.