In the customer's shoes
“With a platform of 20 webshops and constantly rising digital penetration rates, the websites’ key advances today are in customer experience improvement”, says Nicolas Baltzer, Group Product Management & User Experience Lead.
Ergonomic tests, the first aspect of this improvement, have entered a phase of industrialization, at a rate of three to four times per quarter. The prototypes presented to customers before the launch of the new features and improvements ensure that their expectations and uses are fully taken into account in order to optimize the final customer experience.
Launched in 2019, they focus on customers’ priority projects: Track & Trace, product design pages (France), mobile payment at the branches (Sweden), etc.
In order to simplify and streamline digital uses from a customer experience rather than a functionality perspective, the premiumization trend is intensifying. It involves prioritizing technological choices that enable customers to work better and faster and is based on an observation of their behavior instead of on suppositions. This approach is used in priority areas set forth in Rexel’s Easy plan.
The Design System project aims for both visual consistency between different digital products within the same country and the provision of code components and reusable templates for local teams when they want to develop their own tools. Launched in late 2019, Design System is currently being used for various projects, including the customized landing page implemented in France.