ODIDO
creating a high-level vision and overall design direction for the future One Sales portal.
ODIDO
I’m currently working on a longer engangement with the dutch telecom ODIDO. Here am responsible for running design sprints in collaboration with different teams within their organization. Here i’ve highlighted one sprint working with their enterprise team.
One Sales Portal: Vision & Direction
This sprint aims at creating a high-level vision and overall design direction for the future One Sales portal.
Problem hypothesis
Currently, the enterprise sales process is dispersed across varying platforms due to legacy reasons. This creates barriers for account managers and partner managers to efficiently and successfully go about their jobs. This is about to change. Odido is investing in streamlining enterprise sales processes by consolidating many of these dispersed tools into one centralized platform: One Sales Platform.
Approach and activities
Scoping, onboarding and hypothesis download
Immersion into existing work and materials and refinement of sprint plan and scope accordingly
Mapping existing portal ecosystem
Understanding the existing landscape and portal ecosystem ahead of deeper discovery.
Identify needs and pains with the current as-is
Interviews with account managers and indirect partner managers to identify pains across the as-is.
Ideation and Experience concepts
High-level concepting and ideation on key features and experience building blocks.
Key findings
01
Frustrations mainly stem from dispersed ecosystem, not functionality
Both IDS and DS agents express moderate satisfaction with available sales functionality. What really causes friction is the dispersed and inconsistent nature of these functions across different portals.
02
Salesforce is an exception to this with many associated pain points
Account managers complain about unneccessary complexity through an unintuitive tabs interface, data and input overload, and collaborative processes getting not picked up and lost.
03
The lack of a consolidated portal landscape poses a critical business risk
In the commodified telecommunications business where prices are comparable across competitors, business is won, or lost, on experience and efficiency. Here, Odido risks underperforming.
04
Ensuring usage adoption of OnePortal requires deliberate change management
Resistance to change is human. Increasing acceptance needs a solid story and approach, particularly for IDS partners. Old systemd should be disabled, and benefits clearly communicated. Training is key.
Overall experience vision
We want to offer customers, partners and Odido agents a unified hub that gives everyone simplified ways to sell, oversee, deliver, manage, and service (their) Enterprise products andservices.