Bosch CDC+
Integrated online and offline customer data within the Customer Data Center by designing a couple of fascinating and user-friendly digital tools
OVERVIEW
The Bosch Consumer Data Center (CDC) consolidates consumer data from multiple sources to generate sales leads and enable precise marketing automation for commercial, marketing, and sales departments. However, the current CDC solution lacks integration of online and offline data, particularly offline/in-store sales data, which accounts for over 50% of orders. To address this gap, our team delivered a comprehensive user experience solution, while the Bosch Center Research department contributed a technical solution for this strategic initiative. The technical solution details can be found here: Better Customer Experiences Thanks to IoT and AI.
As the lead product designer for this project, I was responsible for developing the product blueprint, drafting the design proposal, coordinating human resources, negotiating with stakeholders, and reporting progress to clients. Ultimately, I successfully utilized advanced digital tools to deliver an exceptional user experience and naturally acquire valuable customer data.
Role
Lead Product Designer
Project Manager
Consultant
Tools
Figma
Microsoft Powerpoint
Timeline
8 months +
DESIGN PROCESS
Step-by-step journey of project development
RESEARCH RESULT
Our offline store visits and research, coupled with analysis of existing data online, resulted in a map of the user journey and 4 key findings.
User Journey
Top Finding 1
Touch then leave; engaging interactions do not naturally occur in offline stores.
Top Finding 3
Extended and multi-source online and offline switch make user indecision and confusion.
Top Finding 2
Prioritizing space fit, coupled with curiosity and public praise, creates opportunities for interactions.
Top Finding 4
Joining memberships or leaving contacts are not yet the norm, indicating a weaker connection between Bosch and users.
IDEATION WORKSHOP
Two rounds of brainstorming were conducted with stakeholders. The first was to look for opportunities in terms of the near future, and then the next 5-10 years of technology and topic trends were discussed to provide a strong design direction for the final resolution.
How Might We… Exercise
Think about a problem space within an intentionally expansive mentality.
Ideation Exercise
Brainstorm the ideas for selected problem space.
Word Building Exercise
Identify weak signals for future from various expert point of view.
What If… Exercise
Describe possibilities in the speculative world from Bosch and user’s perspective.
TESTING
As a result of Ideation, two prototypes were designed for user testing to facilitate the final user-centered design through validation.
Prototype 1：
Self Conversation with Bosch
Prototype 2：
Configuration Tool
Testing Result：
- Scenario has strong value of engaging
- Scan for later, scan for bonding
- Sense and imagine, not tech details
- Impress with product first, preference dialog comes second
- Customized for user, shopping guides and business unit
- Read and act without thinking in public environment
DESIGN RESULT - DESIGN CONCEPT
Bosch Warm Home
- Scenario simulation
- Temperature sensing
- Energy consumption prediction
DESIGN RESULT - OFFLINE CONFIGURATOR
Since users come offline more to learn about the product and pay for the transaction, the offline configurator shows two main features.
Immersive operation experience through an enlarged visual panel
Scenario-based temperature sensing and power usage display
Offline boiler configurator prototyping video
