Clarke was stuck in analysis and definition. They had rolled out multiple systems and had different processes for serving their retail and fleet customers. This forced their customer service representatives (CSRs) to enter duplicate data into multiple systems, all while trying to provide great service to that customer.
Ingage Partners conducted stakeholder interviews, analyzed user stories, and held a workshop to identify the most valuable and impactful functionality to deliver first. After aligning to team agreements and an iterative approach, the team conducted observational research and developed personas to reinforce design thinking, customer-centricity, and empathy across the entire product team. Ingage developers built a solid foundation for continuous integration and equipped Clarke for automation. Low-fidelity wireframes and prototypes were integrated into the agile process, utilizing Lean UX principles.
VAMS operational forecast solution has been very well received in pilot locations and is expanding to all Clarke locations within 2 months of launching. Client service representatives appreciate the reduction in manual entry and data loss. And, they appreciate how the new forecasting visibility fuels retail loyalty and improves fleet compliance. The client resources working closely with the team are learning and applying design thinking, continuous integration, and iterative product development.