Aim: Expansion

This project was in collaboration with an established boating license provider operating in the Adriatic Sea region. They have reached the stage and network strength to expand their services by offering boat rentals. Leveling up the business required digitizing as many aspects of the operation as possible, transitioning repetitive elements of the booking and licencing flows to web and mobile platforms. Given the complexity of the operation, coming from numerous personalization and regulatory factors, my work was to translating the hybrid digital-in person workflow to native app experience, balancing digital and in-person touchpoints.

Work done:

Modeling the customer flow for a hybrid operation involved allocating tasks to app, web, and onsite support and aligning these touchpoints without customers noticing any break in service continuity. Discussions with stakeholders resulted in the decision to make the native app the primary channel for engagement, drawing on informal insights from key customers. The application was structured according to the engagement power of the different features, incorporating existing brand positioning components and new offerings. Given the seasonal aspect of the business, quick conceptualization and shipping before the next season were essential and accomplished through proactive stakeholder-engineering collaboration.

• Hybrid digital-onsite workflow design
• Cross-functional alignment
• Interaction hierarchy and modeling
• Decision transparency
• Development ready shipping at pace