As part of a major SAP ERP implementation for “Food on the Go” retailer Greggs, Keytree UX team designed and jointly developed an easy to use interface for busy shop-based staff.

The effect of a poorly designed interface is that it becomes time consuming and cumbersome and frustrating for the employees. The UX researcher carried out various contextual studies around the UK and brought these learning back to the Greggs team. This was followed by various design sprints to create a till-based application that eliminated complexity and maximised accuracy and face-time.

The initiative has been extremely positive and was a crucial component in being able to both successfully and swiftly rollout SAP to over 1,800 shops with immediate uptake and no downtime.

National Grid wanted to improve the experience for customers requesting a new gas supply or a change to their existing supply. Keytree transformed the customer journey by working closely with all stakeholders who contributed ideas for the development of the website, running requirements gathering workshops to understand all business needs. A follow-up workshop with the same stakeholders defined target audiences, critical tasks and customer journey mapping for each user type. The UX team then created a new website to allow customers to manage applications and a new web front end for employees to view and manage work, with changes based on the customer’s perspective rather than on internal delivery processes.

The customer application process provides a significantly simplified journey, only asking relevant questions during each step of the process and now allows customers to upload documents to their account and track the progress of their job without the need to call the contact centre.