[Case 03]
Redefining B2B eCommerce with speed, simplicity, and trust.
Energy and Utilities
Transforming Industrial Equipment Ordering into a Seamless Digital Experience
UX-led transformation of a B2B eCommerce platform for the Flow & Process Technology business
[Project Overview]
ValvStore is a B2B eCommerce platform built on SAP Commerce Cloud V2 with the Spartacus framework, designed for the Flow & Process Technology (F&PT) business. The platform enables industrial buyers to seamlessly view, purchase, and track equipment orders through an intuitive digital channel.
The initiative focused on aligning user goals with business KPIs to drive digital sales and operational efficiency. By delivering simplified navigation, clear transactional workflows, and responsive design, ValvStore improved customer engagement by 30%, reduced order errors by 25%, and boosted sales by 20% within the first quarter post-launch. The solution also enhanced customer satisfaction by 40% and contributed to a 20% increase in operational efficiency, making it a strategic digital asset for the business.
[Problem Statement]
The Flow & Process Technology (F&PT) division lacked a modern, customer-centric digital channel for industrial equipment sales. Existing processes for viewing, purchasing, and tracking orders were fragmented, error-prone, and time-intensive, resulting in reduced sales efficiency, frequent order inaccuracies, and low customer satisfaction. To stay competitive in the energy and utilities sector, there was a pressing need to design a scalable B2B eCommerce platform that simplified transactions, improved user experience, and aligned with business goals for digital transformation and operational efficiency.
[Industry]
Energy and Utilities
[My Role]
Lead Designer
[Platforms]
Desktop
[Timeline]
May 2020 – June 2021
[Persona]
Richard Thompson
Procurement Manager (Energy & Utilities)
A seasoned procurement manager working in the UK energy and utilities sector, responsible for sourcing industrial valves and process technology equipment for large-scale projects. Richard values efficiency, accuracy, and reliability in digital procurement tools.
Age: 39
Manchester, UK
Tech Proficiency: Intermediate
Gender: Male
[Goal]
Find and order industrial valves and process equipment quickly without delays.
Ensure accuracy in orders to avoid costly project downtime.
Track purchases seamlessly and keep suppliers accountable.
[Frustrations]
Complex navigation on older procurement systems.
Frequent order errors due to unclear product details.
Lack of transparency in order tracking and delivery timelines.
[Process]
[Outcome]
Reduced order errors by 25%.
Improved user engagement by 30%.
Boosted customer satisfaction scores by 40%.
[Key Learnings]