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Scale
onboarding
Scale
onboarding
Scale onboarding
Streamlining the client's catalog onboarding experience
Streamlining the client's catalog onboarding experience
Context
Context
Empathy.co, a company specializing in search and discovery experiences for e-commerce and retail businesses, faced a significant challenge with its client catalog onboarding process.
The existing process was fragmented and inefficient, involving multiple teams and third-party tools. This led to delays and confusion, with onboarding times stretching up to 6 months, affecting operational efficiency and client satisfaction.
Empathy.co, a company specializing in search and discovery experiences for e-commerce and retail businesses, faced a significant challenge with its client catalog onboarding process.
The existing process was fragmented and inefficient, involving multiple teams and third-party tools. This led to delays and confusion, with onboarding times stretching up to 6 months, affecting operational efficiency and client satisfaction.
process
process
Research and Analysis
Research and Analysis
Internal processes blueprinting
Internal processes blueprinting
Conducted one-on-one sessions with backend engineers to map out the existing catalog and feed processes.
Conducted one-on-one sessions with backend engineers to map out the existing catalog and feed processes.
Analyzing the antecedents
Analyzing the antecedents
Analyzed the previous feed management tool to understand its limitations and areas for improvement.
Analyzed the previous feed management tool to understand its limitations and areas for improvement.
User persona definition
User persona definition
Developed user personas for the Instance Management Console (IMC) to identify user needs and goals.
Developed user personas for the Instance Management Console (IMC) to identify user needs and goals.
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
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.