Creating workflows that worked for the entire business, not just ecommerce.
First, we needed to establish a new process for the business. This required a thorough visualization discovery process, which involved prototyping the site before going into production. We needed to create a solid architecture solution that would leave their customers with a simplified user flow and positive experience with no need to pick up the phone during the purchasing cycle.
The prototype helped establish specific functionality and page flows to handle complex product customizations. We knew that not all customers would be familiar with some of the more advanced customizations, so integrating helpful content into the buying process—without derailing the customer—would be crucial to the final solution.
Complicated logic had to be developed to ensure the appropriate options were presented to the customer while they customized their pen.
- Pens are paired with nibs, but the compatibility of the pen and nib is different depending on the specific pen and brand.
- The nib customization is dependent on the pen/nib combination.
- Right-handed folks and lefties get different offerings
- On a particular brand of pen, customers have the option to customize their pens even further with additions such as Kanji--text that will be converted to Japanese characters and embedded in the barrel of the pen.
- The company also needed to be able to highlight nib options that were possible, but not recommended.
On top of this, Nibs.com had to have a unique order and payment process that fit their fulfillment timeline and a massive integration to Quickbooks that ran their back of the house, entirely. As their products are all custom and therefore unique, additional planning, architecture, and development were needed to incorporate this into the purchase flow.