To-be customer journeys for the Market Hub service
Persona research, usability studies on wireframe prototypes and to-be journey mapping for Shell’s lubricants division.
1The client
Shell’s fuel lubricants division was developing Market Hub, a new digital service for its business customers, with the Foolproof agency.
2The challenge
The team needed to understand its customer personas, test the wireframe prototypes of the new designs and define the to-be customer journey before build.
The main objectives were to:
- Research customer personas
- Run usability studies on the wireframe prototypes
- Map the to-be customer journey
3Our approach
We completed persona research, ran usability studies to test the wireframe prototypes of the new designs and mapped the to-be customer journey in Miro, working as part of the agency team.
4The results
The Market Hub team had validated prototypes and a to-be journey to build against. Engagement ran from November 2020 to March 2021.
