Becoming a trusted KOHLER Service Rep
OVERVIEW
The Kohler ASR Application Form is a portal where 3rd party contractors can take the first step towards working directly with customers and therefore expanding their business, whether it is remodeling, installation or building. In order to attract and certify more 3rd party contractors, Kohler Co. needed to elevate the user experience of the potential Kohler contractor filling out their application online.
CLIENT
Kohler Co.
TEAM
Sr. Channel Manager: Darren Wojahn
Associate Director, Global Digital Products: Jon Proeber
ROLE
Senior Product Designer - Contract
PLATFORMS
Web
The main project objective was to enhance the existing Salesforce processes and fill current system capability gaps, by integration and introduction of a platform which will facilitate the application process, on-boarding, resource availability, skillset and coverage parameters to installer partners. It is also meant to dispatch of work, completion of work and initiate payments to installer partners for works undertaken.
Any such solution would also provide the ability to monitor the quality and customer satisfaction of the works completed by installer partners in the form of CSAT scoring and the uploading of completed works by the installer partners.
Understanding who this form is for and who it will be used by was at the core of a successful design iteration. On the one side, is the applicant, on the other sit all the people who would have to accept them into the system and KOHLER Co. network. And it proved that this secondary audience was much larger and that much more diverse in potential use cases.
Objectives and Challenges
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.
The original documentation includes 11 different personas throughout the entire KOHLER Co. organization who deal with directly with customers. Those are:
• Customer Service Representatives
• Service Leaders
• Technical Representatives
• External Service Representatives
• Commercial Claims Processors
• Internal Service Representatives
• Data Analysts
• Consumers
• Training Specialists
• Professionals
• Team Leads
Below is a small sample of their profiles visualized.
First iteration - a quick Miro spread to showcase initial data collection to my project managers and communicate intent to engineers.
Final hand-off
The re-design of the desktop and mobile ASR (Authorized Service Representative) Application form increased the success rate in identifying, recruiting and onboarding 3rd party contractors, authorized to provide services on-site with all major Kohler products. It also increased service provider retention and customer conversion.