PepsiCo

A large-scale digital platform was implemented to define a commerce and content management solution, reducing 38% of duplication and operational costs.

At the start of this project workshops were conducted for the primary stakeholders; they evaluated primary objectives and set key performance indicators. The new design aimed to uncover pain points and address the needs and motivations of the organisation and its customers. It was discovered that 75% of the employees could not validate whether the stock was available or not. They used multiple sources to communicate, as the internal portals were known to be fragmented. Thus the need was established for a collaborative network with cross-functional integration.

The number of communication channels I use at the moment is mind-boggling. This restricts my productivity at work as I duplicate information at different places.

Sarah Jones, Operations

From a customer experience perspective, shoppers found the need to personalise content and receive updates and notifications. For example, 35% of the participants wanted a way to reach out to a broader audience for information and insights. In addition, 64% of the participants wanted a way to send and receive personalised content to their friends and family. An effective search feature enabled users to quickly get to the relevant information. Users were presented with the ability to quickly search for people, products and content.

It was also vital for sales professionals to be able to access the availability of stock while on the go. With the redesign, the organisation was able to access primary content on their mobile devices as well as their desktop devices. A responsive design using a fluid layout was used to provide a compelling user experience for sales professionals and customers who spent most of their time away from their desks. The redesign also aimed to boost conversion through personalisation, up-sell and cross-sell of content across communities. Content was personalised across communities. Each user had a personalised dashboard and a landing page design that effectively showcased the content most relevant to each individual user.