Philips Lighting is the largest lighting producer in the world. They have a product catalog containing more than 30,000 lighting products such as lamps and luminaires. This catalog is aimed at business-to-business customers: for example wholesalers, installers, but also architects. They use the catalog to select products for their projects and to search for information about those products.
Because Philips thinks it important that their offer and way of offering meet the needs and expectations of the customer, they wanted to research how the product catalog could be improved. For this they have enabled GriDD with the assignment:
Examining and analyzing how users use the current product catalog. And on that basis formulate measures to improve the customer experience of the Philips Lighting product catalog.
Based on input from internal stakeholders and user feedback from the website, a research plan has been drawn up. In the survey customers were asked to perform a number of tasks in the Philips Lighting catalog and to answer a number of questions about this. Based on the research plan, training was given to employees of Philips Lighting in 13 different countries. During the training they explained how they can carry out the research as well and efficiently as possible in order to obtain usable results. All sessions have been recorded (both the client and the screen on which the work was done) and the answers to the questions have been worked out and subsequently (together with the recordings) shared with GriDD.
Based on this, GriDD has carried out a comprehensive analysis to identify the bottlenecks in the catalog and point out point by point how these bottlenecks can be solved.
Thanks to qualitative research involving a large number of end users, a nice package of measures has been developed with possibilities to improve the product catalog. This included both quick fixes and larger developments that have now been set in motion.
"A complex challenge, in which GriDD, thanks to its expertise and focus on results, has collected a lot of valuable insights from our international business clients within a short time frame."
The beauty of this project is that you really represent the user because you get unfiltered information from them in the interviews and observations. Literally seeing where they get into trouble and subsequently come up with a solution to make their experience better, is something which I really enjoy!
Jeroen is ready to answer all your questions.