By exposing the surface-to-core business experiences, we began to better understand the holistic journey of our users. This panoramic process also provided a never-before-established continuity in the overall team understanding of what a Kountable user experiences. This holistic view allowed us to easily identify areas of friction and opportunity company wide. Each BU had new objectives as an outcome of this exercise.
As a product team, we uncovered two major takeaways:
Preceding this project’s undertaking, BU’s created their own makeshift applications through which they conducted some portion of their business until eventually we had four web applications, each serving a different audience, and two native mobile applications mirroring an associated web product.
Takeaway one, of greatest magnitude, was creating consistency for all Kountable users by depreciating user-based applications in favor of developing “one app to rule them all” with significant role-based permissions.
A huge portion of what Kountable does is procurement project execution. Much like applying for a mortgage, entrepreneurs in emerging markets, or resellers as we call them, submit procurement contracts they have won to the Kountable platform in hopes that we can help with financing, logistics, and execution against that contract.
Our second largest takeaway was that the beginning of a project submission with Kountable is the most time-consuming and sets the stage for the rest of the experience. Based on the current submission process, if a project doesn’t meet the basic Kountable standards, both Kountable and the reseller have lost valuable time, sometimes amounting to a month of back-and-forth evaluation of the contract and its execution plan.
Solving for Takeaway One
We dove in head first to the mucky water of our pre-existing applications. In an ideal world, we would have blown the ship up and started again from a single plank. But our company and users were moving fast and they needed the boat to sail while being rebuilt. When adrift at sea, a crappy boat is better than no boat.