The process began with documenting the manual process that made up the in-house sale and delivery service. This was done through staff interviews, 'a day-in the life' research, and dealer interviews. We noted the pain points and created an interpreted needs analysis, to best convert the pain points into potential system fixes.

We created a service blueprint, mapping the front-of-house system requirements, customer steps and backstage (in-house) steps required to deliver our bikes. By mapping the processes, we were able to continue to develop the concept and update it as we identified potential areas for improvement. Through mapping the service, we were also able to create a deliverables list based on the warehouse needs, accounting requirements and dealers' demands that formed the basis of the project's success criteria.

Once the service was mapped and the deliverables defined, I wire-framed the front end using Adobe XD. The wireframes were then used to create a high-fidelity prototype of the dashboard, and the dealer buying process.

The project was handed over to the development team, Hoeks, based on the deliverables and the high-fidelity prototype. Testing periods were created for dealers to participate and iterate before launch. The dealer onboarding and training articles were created in Zendesk to allow easy access and a flexible format in which dealers could seek support.