Fueling Customer-Centric Innovation
Our client recognized the need to re-envision their digital experience to stay ahead of the competition. They sought better to understand the Voice of their Customer (VOC) and define the necessary capabilities for a successful relaunch. Previous engagements with other partners provided non-comprehensive solutions that did not fully consider their unique business model or customer needs. Additionally, they struggled to articulate the value of their network solution to truck stops and drivers. The transition from a longstanding non-digital multi-service fuel card to a digital solution was proving to be a complex task. They needed a partner who could help them validate their direction and ensure that their new digital product would meet the needs of their customers and drive adoption and engagement.
Our strategic approach and comprehensive research provided the client with the insights and tools needed to successfully re-envision their digital experience, laying the foundation for a successful digital product launch. By completing this engagement, the client better understood their customers, the current state of their product, and areas needing improvement to make the next phase successful. The CEO was able to refine and articulate his Hyper Personalized Fuel Pricing concept more effectively, which was crucial for seeking investment to build this new digital product. Additionally, the client learned how to conduct proper voice of customer assessments, ensuring that future product features and improvements are aligned with customer needs.
Capture market share with customer-approved features
By partnering with Dialexa, the client learned how to conduct unbiased voice of the customer assessments, thus improving their understanding of customer needs. This new capability will allow them to develop products and features that better meet customer expectations, leading to increased customer loyalty and market share.
Increase customer satisfaction and retention
Dialexa was able to define key themes for improvement for Merchants, Drivers, and Fleet Managers. By addressing these areas, the client will increase user satisfaction and retention and allow the customers to succeed in this complex market.
Meet customer needs = better adoption and loyalty
The client’s Hyper Personalized Fuel Pricing feature could be defined and tested through this engagement. This strategy will create a competitive advantage for their merchants by increasing the likelihood of routing drivers to their locations for fuel sales and providing cheaper fuel expenses for their drivers and fleet operators.
New product innovations driven by customer input
Dialexa approached the problem by leveraging a cross-functional product team to conduct a thorough Voice of the Customer (VOC) assessment. They conducted interviews with truck stops and small fleet owners to gather insights and validate the new digital product idea. The team created detailed personas and user journeys to represent the different customer segments and provided feedback on the current app. Additionally, Dialexa helped the CEO refine and articulate his vision for a digital product that provides hyper personalized fuel prices to drivers. The findings from this comprehensive research were presented at a company offsite, along with a prioritization and planning exercise.
A leading provider of fuel card solutions
- Engagement Manager
- Product Manager
- Design Lead
- Designer
- Senior Designer
- Product Strategy
- Design Thinking
- Strategic Planning
Let’s make it happen.
The path to your next great product, invention or software application starts here. The first step is starting the conversation. Simply fill out this form, and we’ll reach out immediately.
"*" indicates required fields
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.