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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.