Background:
An area of opportunity that Sealed Air identified was the Spare Parts process around machinery. Sealed Air has many machines in many distribution warehouses around the world. These machines have parts that need to be replaced regularly, or the machine will break down. The process of identifying new parts and replacing them is disjointed and timely.
Objective:
To research Europe’s processes around machine maintenance, including identifying, ordering and installing spare parts. Europe’s internal processes are not as convoluted as the US, and it’s smaller geographical footprint made it easier to compare across the continent.
What I did:
- Created interview scripts for a range of potential personas.
- Conducted these interviews by phone, leading most interviews but also capturing notes if someone else took the lead.
- Synthesized the feedback from the interviews to find common denominators.
- Created a rough draft of personas and a journey map for the project.
Once we had spoken with every Field Engineer, Supply Chain worker and Maintenance Manager we could, we began the process of building out our personas and journeys.
Once we got to the point where the project was starting to get some real understanding and momentum…it was deprioritized. We never got beyond the research phase due to other higher priority products needing resources. So, we buttoned up our research as nicely as we could and maybe one day when they’re ready to get back to it they’ll have a good base to grow from.
Hali Diaz 