Adapting tool for a wider audience

Problem

PEPChecker mostly served one type of user – developers. The company sought to expand its market reach by appealing to decision-makers while improving the user interface to be more convenient. They also wanted to increase the overall number of paying customers.

Solution

To tackle these challenges effectively, we implemented a series of strategic initiatives:

• User interviews and profiling. We conducted interviews worldwide to understand the decision-making patterns and requirements of SMEs who were potential platform users. Through customer profiling, we aimed to guide service development tailored to their needs.
• Structuring and developing the offerings and packages required creating various service models and concepts. We worked together with the PEPChecker team to think through which packages to offer, how much they would cost, and what benefits they would include. This also involved deciding what to include in each package, offering some customers free opportunities, naming the packages, and explaining how customers could transition between them.
• Prototyping and user experience(UX) design. We developed a fully functional prototype of the website, covering both marketing and post-login interfaces. This prototype facilitated user testing and feedback collection, supported by detailed documentation for developers during implementation.
• Building an effective communication flow. We developed a communication flow aligned with the customer journey, incorporating touchpoints across various channels. This included tailoring messages for different user roles at different stages, particularly focusing on onboarding communication processes.
• UI design facelift. We refreshed the user interface with updated colors, fonts, icons, and button styles, giving it a modern look while ensuring brand consistency across the home page and self-service environment, thus enhancing the overall user experience.