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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.

170 % more device registrations
42 % more customer registrations and 32 % more visitors to the service portal
160,000 views on 14 videos through integration of service videos
15 % more page views & 11 % more posts revive the MEDION community

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.


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.


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.

First-time use and connection of an Android/Windows app for device diagnosis
Self-service offer leads to shift of repair orders to the online portal
Fewer customer contacts through online services and solution-oriented decision matrix
Increase in overall customer satisfaction (NPS) in after sales service
"In diva-e we have found a strong and creative partner, who advises and supports us in the successful implementation of our communication and digital strategy. The new MEDION Service Portal enables our customers to resolve their concerns themselves and initiate processes directly, relieves our service staff enormously and completes our new shop in the best possible way. We look forward to further steps with diva-e - for even more transformation and digital technology power."
Yilmaz GünesMEDION AG | Head of L&D and CX Strategy, Productowner MEDION Service Portal