Honeywell Building Technologies E-Commerce Portal

Introduction

Honeywell Building Technologies E-commerce/self-service solution was on an unsupported platform. This project is necessitated as part of the convergence platform roadmap mandated by Honeywell corporate. The HBT team wanted to take this opportunity to set up a best in class E-commerce foundation. This project was executed in multiple releases throughout the year. MVP 1 transitioned the existing solution to the new platform and implemented minimal design changes. MVP 2 reflects the user research and competitive analysis conducted.

UX Impact

The improvement of the E-commerce/self-service experience led to a reduction of inbound calls to customer & product support, as well as a reduction in the labor required to provide support. Increased satisfaction with customers including Honeywell distributers and Customer Service Representatives by reducing the time it takes to resolve issues.
The updated HBT portal is more user friendly and reminiscent of other best in class
E-commerce solutions.

Understand

We researched several of Honeywell’s top competitors, and conducted an in-depth analysis of their E-commerce solutions. Then we conducted voice of customer interviews with our distributers and customer service representatives.

Some of our customers have access to multiple lines of business, (Fire products, Safety products, Security products) because of this they are forced to repeat the checkout process each time with a different purchase order number.
Customers have no insight to stock, availability, and tracking information. Customer service representatives have to search multiple systems in order to find that information
Customers would like to know when a product is being discontinued and be presented with compatible options.

Design

Learning that our customers were being forced to complete the shopping and checkout process as many as 3 times was an eye opener. The problem is with our back end systems, currently they are unable to support a unified shopping experience. I was able to design a solution that allowed the customer to shop from all businesses they are authorized to buy from and their order would be split into mini-carts at checkout. Instead of completing the entire process multiple times, they can enter separate PO numbers at checkout.

Customers were wasting a lot of time calling our CSRs for stock, availability, and tracking information. I designed a product detail page that includes stock, and availability to give the customer access to that vital information. The order history page now contains detailed tracking information and the status of each order.

On the product detail page, I included a tab that will activate to show comparable products if a product is going to be discontinued. Honeywell is working with RichRelevance to provide users with additional personalized product recommendations based on their profile and browsing history.

Evaluate

I conducted usability tests with Customers and CSRs after the launch of MVP 1 that led to additional changes for MVP 2. The mega menu was hard to navigate so I adjusted it to be more streamlined and removed the progressive disclosure on the products. The users felt that the pictures were too large so I scaled them back. The cart and checkout pages were remodeled based off our competitive analysis.