LA MARZOCCO

Enhancing employee experience while improving internal processes

Services we provided:

User research

UX & UI Design

Key Outcomes

Reduced # of support requests for the second level team

The client

La Marzocco is an international company that specializes in making artisanal coffee machines for personal and business use. Donux had already collaborated with La Marzocco on a range of projects and their aftersales department contacted us asking for some help.

The problem

During the kickoff, we listened to the problems the aftersales support teams were dealing with. There were two big problems:

their communication flow was inefficient because it sent all client requests directly to the main support hub in Italy, bypassing all local support hubs. This caused huge backlogs in the central Italian hub and left local hubs with little to do.
the data system was spread across four different databases. Every time there was a problem, an aftersales advisor needed to check all four databases to get the information they needed to diagnose the problem.

During the kickoff, we listened to the problems the aftersales support teams were dealing with. There were two big problems:

their communication flow was inefficient because it sent all client requests directly to the main support hub in Italy, bypassing all local support hubs. This caused huge backlogs in the central Italian hub and left local hubs with little to do.
the data system was spread across four different databases. Every time there was a problem, an aftersales advisor needed to check all four databases to get the information they needed to diagnose the problem.

Solution

In 5 weeks, we created both a new communications flow and a new data system to increase efficiency for La Marzocco’s support hubs internationally.

Conclusion &
takeaways

This was a quick paced project! It was essential that we mapped out the project and kept La Marzocco briefed on our objectives and progress.

A huge thanks goes to La Marzocco: they arrived to the project enthusiastic and full of information about their system and needs. With this information, we were able to quickly drill into the precise details.

By focusing on multiple cycles of iteration, prototypes and testing, we were able to gather precious information and improve the system even further. It goes to show that you can overhaul an entire database system in as little as 5 weeks!

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