B2B PLATFORM DESIGN

BUILDING AN SMB
ECOMMERCE AND
DIGITAL MARKETPLACE
LEVERAGING PRODUCTS, SERVICES AND
BUSINESS ECOSYSTEM INTO ONE
CONSOLIDATED USER EXPERIENCE.

As part of their e-commerce transformation

journey, we connected a large Telco to their
SMB customers by creating a self-service
platform to provide businesses with the tools
and means to ‘Get their businesses connected,
Get productive and Get new customers’ . As
part of this strategy we then built an online
Marketplace to enable SMB’s to reach new
customers and grow their customer base.

Copyright © 2020 Accenture. All rights reserved. 1

 THE VISION FOR SMALL BUSINESSES
As part of our clients e-commerce transformation journey, we had to consolidate multiple service and product offerings into
one consolidated end-to-end experience. From connectivity products to installation and marketing solutions we had re
formulate a value proposition to create a seamless experience that made sense to the customer.
Get their businesses connected, Get productive and new ways to Get new customers .

MARKETPLACE
GET CONNECTED GET PRODUCTIVE GET CUSTOMERS GO TO MARKET
Connectivity products Software & Hardware products Digital marketing solutions Online marketplace B2B, B2C

CONSOLIDATED END-TO- END E-COMMERCE PLATFORM SOLUTION ONLINE MARKETPLACE

JOURNEY TO SUCCESS
 CONSOLIDATED PRODUCT AND SERVICE
END-TO- END E-COMMERCE PLATFORM SOLUTION
RESEARCH
Qual & Quan research
with users and stakeholders
to understand business problems,
overlaps and processes.
From Customer Research to Delivery
2019
USER JOURNEY
Created new user journey
consolidating products & services
into one new streamlined
proposition/service
UX WIREFRAMING
Consolidating multiple
vendors processes,
touchpoints into one singular
platform
7 MONTHS
SMB ECOMMERCE
PLATFORM
KEY ASK TO ACCENTURE
Working with our client we were tasked with reimagining
how they served their SMB customers, reduce reliance
and cost of call centers and consolidate their multiple
touchpoints and platforms into a singular value offering.

SOLUTIONING AND SERVICE DESIGN

The end-to-end digital experience helps SME customers
to explore, purchase and manage their products post
purchase, through 3 core experiences; ‘Get Connected’,
‘Get Productive’ and ‘Get Customers’.

KEY FEATURES WE DELIVERED

• Buy from a range of connectivity products and plans.
• Buy software, hardware, devices, plans and
accessories
• Buy marketing solutions from Yellow Pages
• Click & Pay Online (credit/debit card and add to bill)
• Door-to-door Delivery
• Profile management
• Manage and pay Bill
• Get help/support, log an issue
• Remotely manage and activate products & services
• 3 steps to change/upgrade your contract
• Track your order live
• Manage access for multiple people on your account
• Suspend/Lock your SIM
• Blacklist your devices
• Cancel your contract
Copyright © 2020 Accenture. All rights reserved. 4
4
 IDENTIFIED OPPORTUNITY

LEVERAGING AND ESTABLISHED ECOSYSTEM OF

BUSINESSES TO GENERATE NEW REVENUE.

DEVELOP NEW TOUCHPOINTS FOR SMB BUSINESSES

TO INTERACT WITH THEIR CUSTOMERS.

Copyright © 2020 Accenture. All rights reserved. 6

MARKETPLACE WILL SUPERCHARGE SME CUSTOMERS’ BUSINESSES BY BUILDING
ON THE FOUNDATION OF THE E-COMMERCE JOURNEY AS THE ENABLER

MARKETPLACE Go To Market is the trigger to

take SME customers on the
platform into the Marketplace

“GO TO MARKET”

Linking multiple product

offering and platforms into
one consolidated journey.
connectivity, productivity
“GET CONNECTED" “GET PRODUCTIVE" “GET CUSTOMERS"
and marketing solutions

Foundational end-to-end e-
SMB DIGITAL E-COMMERCE PLATFORM Commerce Journey with
checkout and payment

7
THE NEW
MARKETPLACE
KEY ASK TO ACCENTURE
Accenture was tasked to develop a
new POC Marketplace proposition for
our client that helped you Buy, Sell and
Bid for new products and services.

SOLUTIONING AND SERVICE DESIGN

Using a service design approach,
combined with business strategy we
created a new Marketplace
experience. Defining key customer
journeys, we focused on UX
methodologies to deliver a platform
for SMBs and their customers to
transact. Customers can find services
in their area, request a quote for a
service and book appointments all
directly from the app. SMBs can create
and brand their own online store, list
their services and reach a new
audience.

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MARKETPLACE

QUAL& QUAN RESEARCH SERVICE DESIGN BLUEPRINTS WIREFRAMING

What is this service, who needs
this service and what features are
required in the service.
From Customer Research to Delivery
Creating the architectural blueprint of the
full service for ALL streams to follow.
From call center, operations and to back
office administration. To develop a
streamlined experience
Talking the service design
blueprint and developing it into
tangible screens and user journey
flows.

2020 POC DELIVERY TO MARKET IN 4 MONTHS

 Confidential. Internal use only
MVP YEP! APP DESIGN

Still to come
• Subscription model
• Buy and sell products
• *Online delivery & *payment integration
• Loyalty
• Yep! Academy
• Feature upgrade

CUSTOMER: FIND VENDOR CUSTOMER: REQUEST QUOTE VENDOR: FULFILMENT/CHAT

• Payment will be integrated into journey
* This is a prototype and still in development once vendor agreements finalised.

* Once 3rd party vendor has been finalised