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Peter McNulty
Peter McNulty
Led a holistic customer experience assessment and CX strategy - objective of gaining a broad understanding of the Liftmaster’ B2B current customer and operational experiences - specifically its different types of customers and their particular experiences or journeys and touchpoints—to redesign key moments of those experiences to produce competitive differentiation.
My Role
I was the UX Lead on the Liftmaster account. I was responsible for development of the overarching user experience engagement strategies for Liftmaster. I did the primarily research on the business need and build a CX strategy project plan to cover their rough outline of initiatives. Worked with the other discipline leads in Technology, Account Services, and Client Leadership to finalize the approach. Then I assembled and assigned the right UX team (4) to take on the work.
I led all client UX touchpoint conversations, activities, workshops and presentation. I directed and personally contributed with the strategy activities and design efforts and provided leadership and oversight for multiple concurrent workstreams across the organization.
The Results
“JONATHAN VILLANUEVA, VP MARKETING, LIFTMASTER
This site makes it easier than ever to find, purchase, install, and service LiftMaster products, and provides our customers with an array of business tools, as well as sales and marketing resources.”
In early 2015, only 13% of business was done in the online channel, and since launching, LiftMaster has reached the 20% mark. The new solution has made LiftMaster's entire product catalog more accessible and searchable to customers, which has lead to an increase in average order value by 10%, which also includes customers buying a larger variety of products. Average daily sales have increased by 2%.
Professional customers are now able to manage administrative rights on the dealer portal, granting access to view pricing or place orders, to a greater amount of customers with a company. Overall, the upgrades made by LiftMaster and implemented by ICF Olson encourage customers toward the type of self-service they're demanding - by offering them more ways to interact with the company and products on their own terms.