Teledyne FLIR’s customers faced issues finding products online. In just four weeks, Nansen’s design sprint pinpointed user problems and created a streamlined prototype for a smoother buying experience.
Teledyne FLIR’s e-commerce platform suffered from a poor user experience. Key product details were hidden, making it challenging to grasp features and functionalities. And a disorganized product structure and clunky navigation frustrated customers searching for specific products. This resulted in excessive searching time and unnecessary strain on customer support, which was bombarded with basic product inquiries.
Nansen initiated a design sprint to run over the course of 4 weeks, where the aim was to understand user pain points, identify and document the needs of product verticals for educating interested customers, and build a prototype for users to make it easier to find, compare and choose appropriate products.
The team’s ambition was to really understand the users while keeping the scope to a minimum. The team performed a case study where they collected information and insights around three example personas.This uncovered detailed insights into specific user needs and pain points across different verticals and customer types.
Nansen shifted the experience from product-centric to problem-solving focused, prioritizing three key areas to improve the customer journey: a preemptive UX strategy that anticipated user intent and needs before interaction, content personalization that tailored information depth to different user behaviors, and more intuitive guidance that addressed gaps in content relevance and depth.
Together, these improvements helped users navigate the site more easily, find the right information faster, and move through the decision-making process with less frustration.
The design sprint culminated in an interactive prototype showcasing solutions to core user problems. This prototype addressed navigation complexity, streamlined user journeys, and created a more unified and user-friendly experience through:
The Nansen team proposed a phased implementation roadmap using user testing and data collection for iterative improvement. To the client’s surprise, core concepts were implemented on the existing site, bypassing a complete redesign.
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Our Contribution
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