challenge / opportunity
A utilitarian B2B platform that is difficult for users to figure out how to use on their own—the client had to conduct workshops Call centre inundated by users trying to find out information that should be in the portal e.g. delivery times Low adoption rate amongst customers, who are unfamiliar with and intimidated by the portal
Client
Zuellig Pharma
Format
Platform
Solution
Revised information architecture, navigation and visual design so users can easily track delivery statuses, payments, invoices etc. Revised visual design to make eZRx more like an ecommerce site, with oft-used functions presented upfront and marketing space Revised content and language so users are guided through the process
Outcomes
Usability test participants praised the visual and content design of the new website; they reflected that it felt more useful and engaging. Drop of 67% call volume for information or usability questions Retention and engagement metrics quadrupled
Overview
eZRx, Zuellig Pharma’s ecommerce portal, was mainly used by sales representatives. Deloitte was engaged to transform it into a user-friendly, customer-oriented platform that customers can easily use themselves without going through a sales representative. It will will rolled out across Southeast Asia and also in other parts of Asia, like Korea.
