Marcone is one of the largest retailers of appliance parts in North America, sourcing equipment from a wide variety of appliance service companies. Our primary challenge with MyMarcone, an internal e-commerce system for qualified vendors, was that the application had been developed many years ago and was in need of a user experience overhaul to better serve their customers. Moreover, the inefficiency of the application and the resulting customer dissatisfaction were opportunity costs for Marcone—though the customers may visit the site, there were significant issues in converting them to satisfied customers.
We teamed up with bigwidesky (who provided the creative execution) to enhance the e-commerce workflow, making it more friendly and modern. In an effort to promote positive customer behaviors and reduce ordering errors—which lead to the costly overhead of returned products—we made improvements to the navigation, redesigned the product detail pages, and created a unified search to help customers get to what they needed as quickly as possible. We also streamlined the checkout process to help reduce the barriers to entry for new customers, and built in shortcuts for existing customers, like auto-fill search, to expedite their order experience.
Enliven was uniquely suited to this project due to our core competencies in strategy and UX. Through a thorough discovery process, we were able to discern the bottlenecks in the ordering process and apply a solution that incorporated best practices, ultimately helping to reach Marcone’s business and revenue goals.
We have a big level of trust with Enliven and that trust has never been violated. When things are promised, they're delivered, everything is out on the table, and nothing is ever hidden. We are able to move quickly because of the trust that we've built between our companies.
Having strategy sessions with Enliven prepared us for a successful rebranding and a new user experience driven site. They helped us develop a strategy that was driven by our business goals and we're confident that we are now focused on the right challenges.
Most people's expectations for web applications have become very sophisticated over the past few years. Enliven delivers products that care both about business functionality as well as having that design sizzle.
I needed somebody I could trust, who could get the job done fast, and who could deliver a well-organized product. Enliven did their magic and came back with a great product that the client still talks about today.