Challenge

IRISnet was facing a challenge slowing down its growth : a complex eco system with numerous back-ends, having as many user interfaces, using different technologies (sometimes an excel file on a share drive!) with complex semi manual processes and many context switches along the way.

The fact that customers and employees had to access multiple tools and interfaces to be able to complete tasks creating an error prone environment and some discontinuity adding useless delays and creating more troubles and dissatisfactions.

Solution

An api layer and a Web Progressive App for customers.

We selected a modern web stack (react, graphQL, …) as well as an approach based on the industrialisation of design in order to optimise agility, velocity and pressure maintenance costs at a minimum.

Later we started developing a second app based on the same stack and patterns for internal users.

Both users having different needs and profiles, a dedicated app with specific flows have been developed.

Internal Vision and Alignement

First we needed to convince management and shareholders’ board that this was the right move in their digital transformation.

Once the idea was sold, we needed to recruit a team (agencies, freelancers mostly as the internal team had no real experience with digital product creation and process digitisation.

To achieve that we created a vision showing that it would unlock a best in class architecture that would be the corner stone of a user centric omnichannel approach and offering low entry bar to other future innovation like XR, IoT and AI powered features.

Project lead and roadmap

• Collection of updated strategies,
• Users’ feedback and stakeholders’ needs,
• Grouping and rationalisation of the request,
• Creation of a prioritisation matrix,
• High level estimation of the effort needed,
• Creation of the roadmap,
• Presentation/validation.

From Conception to development 

• BREQs
• Functional analysis
• Wireframing
• Interaction design
• Kanban management
• Q&A
• Steering Committees
• Board Committees

Testimonial

— Yves Haas, Head of Product management @ IRISnet

“The launch of the myIRISnet customer selfcare tool was of a quality and efficiency rarely encountered for such complex projects.

This success demonstrated that working with a small team of experts actually provided a high guarantee of results and budget control.

This was made possible through greater agility, particularly a better ability to pivot by iteration, and an easier way to include clients in the process to secure user adoption.”

Results

• 50%+ customers onboarded 1 year
• NPS up by +40%.
• New organisation decided to make MyIRISnet the main touchpoint for their experience centric strategy.