Becoming a trusted KOHLER Service Rep
OVERVIEW
Kohler Co. needed to elevate the user experience of the form application document online, in order to attract and certify more 3rd party contractors. By updating the user interface of the fill out process and building it on the Salesforce platform they had in place. The Kohler ASR Application Form is a portal where 3rd party contractors add their data and take the first step towards working directly with customers and therefore expanding their business, whether it is remodeling, installation or building.
CLIENT
Kohler Co.
TEAM
Sr. Channel Manager: Darren Wojahn
Associate Director, Global Digital Products: Jon Proeber
ROLE
Senior Product Designer - Contract
PLATFORMS
Web
Understanding who this form will be used mostly by was two-fold. On the one side, is the applicant, on the other the people who would have to accept them into the system and KOHLER Co. network.
Challenge
Process
The project was completed in Sketch and Miro, with final wireframes delivered in Figma. I was the only UX Designer on the project, collaborating with a team consisting of a project manager, various product managers with different titles and engineers.
Increased service provider retention and customer conversion, through a re-design of desktop and mobile ASR (Authorized Service Representative) Application page and ASR Finder that I led alongside Kohler Co. senior staff. Increased the success rate in identifying, recruiting and onboarding 3rd party contractors, authorized to provide services on-site with all major Kohler products.