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Re-envisioned UX for global and regional support

Schneider Electric – Support

Schneider Electric is a global specialist in energy management and automation with operations in more than 100 countries. They offer integrated energy solutions across multiple market segments.

Schneider Electric is a global specialist in energy management and automation with operations in more than 100 countries. They offer integrated energy solutions across multiple market segments.

Problem / Opportunity

Schneider Electric is a global specialist in energy management and automation with operations in more than 100 countries. They offer integrated energy solutions across multiple market segments. Schneider’s unique history and organically grown organisational structure is visibly presented on their websites, both global and regional. Schneider support is an amalgamation of differently styled web pages, some with a focus on search, some prompting users to call into a call center, some pushing mobile apps and some offering help through online chat. At this stage users often do not find what they are looking for and are increasingly not even attempting to browse Schneider’s website, knowing that information there is hard to come by. This has an impact on sales.

Innovation Team

Schneider approached us to create a global guideline for their support and contact us sections. We were to present fully responsive customer experiences, that would present the information helpfully and well structured, while being customisable enough for all involved regions. We brought together business and support owners from the UK, US, France, China, Russia and Schneider Global. We added our UX experts, Designers and business analysts to the innovation team and iterated towards global support guide lines and local customised implementations of these.

Tech

In weekly sprints we presented new interactive prototypes and responsive designs for feedback. We hosted a 2-hour feedback and planning session and discussed any feedback or concerns voiced. We synthesised the common vision and next steps and proceeded with the next iteration. Through our unique feedback triage approach, we were able to get everyone on board and incorporate their feedback, so that after only 6 iterations, we were able to present the final guidelines and regional implementations.

To ease integration pains, we also went above and beyond by providing integration-ready frontend’s that can easily be integrated, by leveraging existing API’s and rendering their content dynamically into any page.

Impact

Schneider took the guidelines and tasked their CMS vendor to incorporate the corresponding changes in the Global, UK, US and French sites. These guidelines give Schneider’s customers a coherent, well structured, clean and informative new support and contact section. They also decrease unsuccessful page-exits, increase customer satisfaction and demonstrate ROI through increased sales.

Methodology SE Support Created with Sketch. Schneider Electric website Integrations for existing Designs Support Global & Regional Customer ALPHA Hack and Craft SE France SE UK SE US SE Global, China, Russia Team members PROJECT ROADMAP 2. Development 1. Ideation
Dev SE Support Created with Sketch. IMPLEMENTATION 3 REGIONAL IMPLEMENTATION 2 REGIONAL IMPLEMENTATION 1 REGIONAL RECOMMENDATION GLOBAL THROUGH SPRINT ITERATIONS AND FEEDBACK 6 5 4 3 2 1 Global and regional support pages – unstructured, unorganised Schneider Electric

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Outro

Science and technology are the principal drivers of human progress. The creation of technology is hindered by many problems including cost, access to expertise, counter productive attitudes to risk, and lack of iterative multi-disciplinary collaboration. We believe that the failure of technology to properly empower organisations is due to a misunderstanding of the nature of the software creation process, and a mismatch between that process and the organisational structures that often surround it.