MEDION
Excellent user experience in the service portal
Just like diva-e, MEDION, a leading German provider of state-of-the-art consumer electronics and digital services, attaches great importance to innovative technology, the best service and captivating design. For an excellent user experience, diva-e developed a service web application with a responsive UX - which is constantly being optimised and rolled out internationally in all European countries.
Objective
Responsive MEDION service portal
The common goal of MEDION and diva-e was a new service portal with a responsive, fresh layout that enhances the user experience (UX) and completes the newly launched shop.
Customers should benefit from improved self-service and be able to solve questions and problems quickly and easily themselves. MEDION aims to save time and strengthen its brand and community.
Implementation
Bundling of different systems and technologies
First, the diva-e digital experts developed the new application as a Minimum Viable Product (MVP). The challenge: The most diverse systems and technologies of MEDION had to be integrated, processes simplified and the various stakeholders brought together in the project.
The special feature: The implementation was carried out as a complete in-house development based on Java Spring with an Angular frontend.
The basis was an extensive user analysis and the derivation of suitable user journeys. Taking into account existing and newly developed user journeys and personas, the diva-e project team built an application that maps internal MEDION support business processes and offers customers a simple and modern user experience. To improve the UX, a fresh and responsive design is created that reflects the new MEDION CI.
Result
Optimised UX for customers, enormous time savings for MEDION
After 15 sprints in an agile project structure, the successful live launch followed: MEDION's 11-year-old service portal was replaced by a responsive application that relieves MEDION's support staff through numerous self-help options. In cooperation with a Windows and Android service app from Servify, the new portal offers repair qualification for the first time and triggers the corresponding repair order directly online.
Since the successful live launch, the portal has been expanded in several phases in various areas in order to offer customers further added value and to make the work of MEDION support staff easier and has now been rolled out in several European countries.
The diva-e in-house development is a lean, easy-to-maintain and easy-to-roll-out application. By allowing customers to create their own repair orders online, MEDION saves a great deal of time, reduces the number of unnecessary orders and simplifies the search for and identification of problems. In addition, the MEDION brand and the MEDION community in particular are strengthened.