Deloitte
End-End flows
Redesigned BPCL’s Industrial & Commercial application to simplify complex inventory ordering and tracking workflows, improving usability for everyday users.
Objectives
Create a unified customer engagement platform that strengthens relationships and enhances the overall customer experience across business units.
Scope of Work
Research
Conducted secondary research - ascertained the current trends in the industry for both desktop and mobile applications. Later understood the business requirements of the client from discovery workshops.
Created Persona to provide valuable insights that drive us design decisions by taking common user needs, Goals, Pain points and bringing them to the forefront of planning before design has actually started.
In the initial phase of the project, we were provided with user stories, serving as a foundational guide. Utilizing these narratives, we meticulously crafted an information architecture that aimed to align seamlessly with the user needs. This proposed structure was then presented to stakeholders, seeking their confirmation and ensuring that our design was rooted in a user-centric foundation.
Design
In the design development stage, we created high-fidelity wireframes for both web and mobile interfaces, meticulously reviewing the flow with stakeholders. This iterative process involved collaborative feedback sessions, allowing us to make necessary corrections and implement changes.
Subsequently, We transitioned from wireframes to visual design, leveraging the existing design system. The final visual design was thoroughly reviewed with the design team, ensuring alignment with established standards and obtaining a sign-off to proceed seamlessly.
Results
Delivered a holistic Customer Engagement Platform for BPCL I&C that simplified the online ordering process for thousands of customers and enhanced the overall experience. Through iterative wireframing, stakeholder validation, and refined visual design, complex workflows were transformed into simple, intuitive journeys. Working within defined user stories, we focused on solving each step effectively to ensure clarity and usability throughout.