Arkessa 

Background: Arkessa is one of the first Internet of Things (IoT) providers in the UK, their business model is set up by allowing resellers and sub-resellers to purchase their service. The resellers were struggling to understand how to operate the platform and to get going without help, leading to frustration and inefficiency. My task was to look at this problem and suggest ways to improve the reseller experience 

Plan:

After years of tweaking my approach goes like in: Plan >Research > Define > Design > Test > Validate – in a non linear iterative manor. 

Research: I was provided with existing research on Arkessa’s resellers, including journey maps. To supplement this, I immersed myself in the world of IoT resellers, researching their competitive landscape and typical workflows. This helped me identify Arkessa’s unique selling points (USPs) and focus my design efforts. I also gathered additional data from Arkessa, including reseller behavior analytics and user interview feedback.

Problem Definition: Based on the research, I defined the core problem: Resellers lack clear guidance and understanding of how to use the Arkessa platform after the initial onboarding process.

Solutions 

Design & Ideation: I developed at least two distinct design concepts to address the defined problem.

Results: My proposed design was selected by Arkessa. Key improvements included:

• Custom Branding: The onboarding process now allows for custom branding, enhancing the reseller’s experience and reinforcing their own brand identity,  this also gives competitive advantage over the competition, and Stronger Relationships between Arkessa and resellers
• In-App Guidance: Integrated in-app guidance was added as a standard part of the onboarding flow, providing just-in-time support and reducing confusion.

Here you can see the changes in the customisation design

New design

1. Custom Logo
2. Contact details and Call to action
3. Sizing, style, customisation of the icons
4. Clearer information on statistics

The most successful suggestion to the “and now what?” problem was embedding interactive product walkthrough in the E2E journey. This helped:

• Reduce onboarding complexity

• Highlight key features

• Remove confusion

• Shorten learning curve

 

Key takeways

• End-to-End Integration: Explore opportunities to seamlessly integrate solutions across the entire user journey.
• Going Above and Beyond: I’ve presented two distinct approaches, demonstrating a commitment to exceeding expectations. Consider offering even more than two options in the future.
• Next Steps: The proposed next steps involve prototype testing and feasibility discussions with the development team.
• IoT Integration: Recognize the pervasive nature of Internet of Things (IoT) devices, from everyday appliances like coffee machines and smart meters to wearable technology, and consider how these can be leveraged.

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