Creating an interactive digital experience for Dell’s Recycling programs-Sylvie
Business Context
At Dell (an IT hardware giant with a presence in 180 countries), the recycling programs are led by a central team but the partnership with recycling companies are managed at a country level.
Each country has built their menu of recycling services for consumers and companies. Additionally, each country has its own website and this experience needed to be used on the global website as well as the Global corporate site.
The existing experience was managed locally and not often updated. Some options presented were no longer available. The digital experience was often broken and the few customers who tried to access it tended to leave the page and never came back.
Impact & Success
After Sylvie and her team’s efforts- the number of website visits doubled with the help of marketing team to promote the new interface- Dell.com/recycling/
The experience allows visitors to choose their country and see which services are offered to them and which partner can take their device to recycle.
The new global experience is now centrally managed, slashing down the error count. All that the new team has to do is to maintain a simple xls file with all the combinations available by country. Most importantly- the same experience can now be used by each of the 180 country’s websites.
Process
After starting by clearly identifying the objectives of the team, we analyzed the metrics and visitors’ behaviors. This helped us to identify KPIs aligned to the recycling team objectives (increasing traffic to this section and the return visits)
We collaborated with the central recycling team as well as the region’s ambassadors to understand how the service was structured globally. We defined the technical product specification and listed all the stakeholders to involve (including IT, translation, external communication, UX designers ..). We worked closely with the IT team, employing agile methodologies to iteratively develop and deliver solutions, actively participating in sprint planning, daily stand-ups, and retrospectives to ensure alignment and continuous improvement
We developed a roadmap and defined the resources needed. We ensured we could get enough budget to be able to ensure the delivery of the experience.
We managed the entire project aligned to the roadmap agreed with all stakeholders.