HARDWARE CONFIGURATOR
The Problem
Simply put... CDW and Dell.
One user we interviewed put it best:
“I think of CDW as my virtual supply closet, but if I were able to configure my machines on CDW.com like I can on Dell... well this could be a real game changer.”
When we were looking for a solution we found a vendor that had already begun the process, but with mixed results:
Ethnography
For this complex project, we needed more than just interviews with CDW site users and using UserTesting to find friction points and usability gaps.
My team and I needed to gain a deeper insight into what was actually happening. A terrific resource for us is our Delivery Manager who worked in the configuration center at CDW. We spent several hours walking around and interviewing the configuration technicians, learning about some of the services capabilities and brainstorming ideas about which of those elements we could surface to our users on the site.
Collaboration with Developers
The next step was creating a Google Doc with my developers and talking through data, scenarios, and mapping out how this product was going to operate and scale.
The Conclusion
This newly released feature will be continuously tested and updated. New iterations will be based on what we learn from the Adobe Analytics data, Hotjar, UserTesting, and live sessions with our users.