Client: ManoMano | Year: 2024
Context
Collaborating with ManoMano, a leading online marketplace for home improvement and gardening products, I conducted a research project focused on understanding the daily challenges faced by professional customers, particularly artisans and small business owners, to identify new opportunities for service development.
Collaborating with ManoMano, a leading online marketplace for home improvement and gardening products, I conducted a research project focused on understanding the daily challenges faced by professional customers, particularly artisans and small business owners, to identify new opportunities for service development.
Goals
Our objective was to uncover key pain points and unmet needs in the professional customer journey. This research aimed to support ManoMano in enhancing its value proposition by identifying areas where the company could provide innovative, user-centered services that improve the overall customer experience.
Our objective was to uncover key pain points and unmet needs in the professional customer journey. This research aimed to support ManoMano in enhancing its value proposition by identifying areas where the company could provide innovative, user-centered services that improve the overall customer experience.
Methods
I utilized a mixed-method research approach, combining qualitative and quantitative methodologies. I conducted 15 in-depth interviews with professionals across various trades to explore their daily operations, financial management, purchasing habits, and client relationships. To complement these qualitative insights, I designed a quantitative survey to validate the findings, measure the prevalence of identified challenges, and assess interest in potential service ideas. Additionally, I facilitated internal workshops to co-create insights with key stakeholders and prioritize areas for action based on the research outcomes.
I utilized a mixed-method research approach, combining qualitative and quantitative methodologies. I conducted 15 in-depth interviews with professionals across various trades to explore their daily operations, financial management, purchasing habits, and client relationships. To complement these qualitative insights, I designed a quantitative survey to validate the findings, measure the prevalence of identified challenges, and assess interest in potential service ideas. Additionally, I facilitated internal workshops to co-create insights with key stakeholders and prioritize areas for action based on the research outcomes.
Outcome
The research process resulted in key artifacts, including detailed personas, customer journey maps, and prioritized service concepts grounded in prioritization matrices, providing a structured understanding of professional customer needs and pain points.
The research process resulted in key artifacts, including detailed personas, customer journey maps, and prioritized service concepts grounded in prioritization matrices, providing a structured understanding of professional customer needs and pain points.
These outcomes guided ManoMano in defining strategic directions for service development, aligned with business objectives to maximize customer value. Additionally, I recommended conducting focus groups with professional customers to co-design these services, fostering deeper user engagement and validating the proposed concepts for future implementation.
Testimonial
"I had the pleasure of working with Benjamin on a large-scale UX study, and his work was exemplary. He demonstrated great responsiveness, a keen sense of analysis and a real attention to detail, providing us with clear, actionable insights. His rigorous approach and ability to synthesize complex information were invaluable in guiding our decisions."
- Paul Buquoy, Senior Lead UX Manager
"I had the pleasure of working with Benjamin on a large-scale UX study, and his work was exemplary. He demonstrated great responsiveness, a keen sense of analysis and a real attention to detail, providing us with clear, actionable insights. His rigorous approach and ability to synthesize complex information were invaluable in guiding our decisions."
- Paul Buquoy, Senior Lead UX Manager
