A fast-growing Norwegian tech company asked Intellias to help them transform their existing platform — which connected bus companies and their end customers for shared trips and rent-a-bus services — into a new customer-facing platform with extended functionality.
As our client targeted new markets, they naturally aimed to improve their services and the user experience. Primarily, our client wanted to develop a platform that would be customer-facing while supporting admins. It had to combine features of two web domains and compose robust website that allowed users to create and join shared trips. The platform was intended to improve customer service by automating communication with clients and extend the company’s service line by covering the needs of B2B segment.
Our client had a vision of their future travel solution, although the requirements were not clearly defined. Therefore, we suggested conducting a discovery phase to clarify requirements, develop a backlog, investigate the architecture, and implement the design of the new platform — in other words, to lay the groundwork for the development phase.
Our multidisciplinary team started with off-site preparation for discovery workshops. We analyzed competitors, examined our client’s current solution, and modeled as-is processes. Then we prepared for and conducted deep user research, applying both user interviews and usability testing methods. We also prepared materials for a value proposition canvas.
After that, we held a series of discovery workshops on-site. During these workshops, we reviewed the existing solution, created a value proposition canvas, prioritized epics and features, defined quality attributes workshop, and run design sprint.
Drawing on our strong UI/UX design expertise, we created wireframes, a clickable solution prototype, and step-by-step scenarios for it during the design sprint. The prototype covers some of the user roles and user scenarios for all key product features and creates the look and feel of the solution.
Within the discovery phase of the software project, we worked with our client’s stakeholders to identify the scope of the project, including all necessary epics for both B2B and B2C users as well as for admins. We also designed the solution architecture and defined the frontend and backend components. In addition, we documented a detailed backlog for the initial release and defined the high-level scope for further releases. We submitted all discovery phase deliverables to the client’s knowledge base and they were accepted by key stakeholders.
Diligent preparation and conducting of discovery phase workshops proved our professionalism and the maturity of our approach. Therefore, our client decided to continue collaboration and entrusted us with architecture implementation and platform development.
The eCommerce project discovery phase empowered our client to create a sophisticated shared trips platform that perfectly balances business needs and customers’ expectations. Within a workshop, our client’s stakeholders together with the Intellias team dove into the business context and revealed goals and aspirations for the new solution. Thorough user research revealed user insights, pain points, and expectations.
The new platform we worked out during the discovery phase will accelerate the company’s growth as it allows the company to meet the needs of an additional target audience: B2B customers. Moreover, it will provide all customers an enjoyable user journey.
Our project discovery workshops resulted in clear deliverables will serve the basis for the development phase:
- Detailed project scope for Phase 1 and a high-level scope for further releases
- eCommerce system architecture and technical approach
- Detailed retail software solutions delivery approach including a communication and staffing plan, change management approach, and sprint planning
- Detailed project budget
- Clickable low-fidelity prototype covering three key user flows
- User research report
Including a discovery phase in consulting services allows us to gather the context for decisions that may happen during development — in our client’s case, of an innovative travel solution. It also provides a shared vision for all project stakeholders, which makes it easier for everyone to stay focused on the right goals.