and jump collaborated with Allstar, the UK’s leading payments and mobility network, to tackle a big challenge: helping business fleets decarbonise and transition to Electric Vehicles (EVs). With a vision to position Allstar as a leader and innovator in the fleet space, we embarked on a journey to turn ambitious ideas into actionable product strategies.

The Challenge: Turning Ideas into Impact

Allstar’s internal team had identified several ways to fold new features into their platform. But how could these ideas be realised in a way that positioned Allstar as an industry pioneer? The answer lay in creating a customer-first, insight-driven approach to innovation.

Solving this challenge required a holistic approach. We customised the design sprint (less compact, more insight-led) to unite different teams (research, product, build and third parties). Putting customer-centricity at the heart of the process, we built a segmentation representative of the Allstar customer base and an audience panel to pinpoint the right people, e.g. at what stage firms were transitioning to EV. To recruit at speed, we automated the process.

We ideated and developed concepts, built new EV Dashboard prototypes, and ran two separate testing sessions with customers, iterating based on the findings. Insights were synthesised into a research repository and made easily shareable across the business.

Research and prototyping, iteratively and collaboratively, broke down many internal assumptions about the value for customers.

Surprise finding: Data and green transition/carbon footprint were just as valuable, if not more so, than cost/spend features. Owning the customer's transition journey was also a huge win.

Results: The effective translation of findings into a solid product vision and roadmap and uncovering insights that spanned the entire customer journey.

Presentation takeaways

● How to unite teams to create a holistic view of the customer experience.

● The powerful benefits of design research. 

● Practical advice and guidance when conducting a design sprint.

Presenters

Melissa Clark, Co-founder and Design Strategy Director, and jump 

Chris Rain, Co-founder and Creative Director, and jump

Kathryn Gough, VP, Product and Transformation, Allstar 

Event details 

Explore new ways of working that break down research silos, join up insight and deliver greater customer understanding. Hear how a new insight approach can accelerate the journey towards customer centricity at the popular CX | UX | MR Conference on 2 February 2023.

To attend the event 

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