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 experience to web and mobile platforms. Given the complexity of the operation, coming from numerous personalization and regulatory factors, my work was to streamline the hybrid experience, carefully balancing digital interactions with in-person touchpoints.

Work done:

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

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