How do we create a new program that provides product recommendations to our resellers after a quote has been opened?
Fun fact: this was my first project at Ingram Micro.
We started our process by focusing on our reseller’s current pain-points and experience with Ingram Micro quote recommendation emails. We introduced this new concept to them and asked for feedback via survey and one-on-one interviews with our Trust X Alliance community of resellers.
“Ideally, I want to know exactly what product you’re recommending me, the SKU info and price”
“I don’t order via IMOnline. I usually get quotes by calling in to my sales-rep or emailing them.”
End-to-End Customer Journey
I suggested we should do some quick usability testing sessions to gather our resellers feedback.
These quick phone sessions were super valuable and contributed greatly to my iterations.
Primarily tested the following:
- the click-through feature from email to landing page
- the interaction users experience during the check-out process mainly how users will respond when we redirect them to another domain to purchase the product