Juwelo Deutschland GmbH

Juwelo is Germany's  leading company specialising in the production and sale of a wide range of gemstone jewellery. With over 20 years experience in selecting precious stones from all around the world, as well as purchasing and sales, Juwelo combines the age-old tradition of handcraft with the cost benefit of TV broadcasting, digital sales channels and integrated production systems.

The problem

Back in 2019, they needed to update their customer support tool because the technology they were using was about to be discontinued. Without that tool, there would be no business. The tool overhaul had been in the pipeline for years, but the project was so big, that there was never a right time to start. 

I join

After several months of researching and documenting the tool needs, they asked me to join them as UX Lead Designer to work alongside their Project Manager who knew the company's pain points and was in charge of tackling them. 

The process

On my very first day, we had a Value Proposition Mapping meeting with company members from several departments who used the tool regularly. In the days that followed, we sketched the first mock-ups for the product. Throughout this process, which extended several weeks as new screens were added and the product evolved, we had several group and individual meetings, as well as interviews with key users, to address their needs and study their behaviour.

Personas, User Scenarios and Storyboarding were all part of this process. 

Once we had lo-fi prototypes of the main screens, we moved to Sketch to work on the templates using Google’s Material Design System. Juwelo had already developed some tools using this technology.

We checked our progress every week with different teams and key users, who helped to adjust and improve the new system, which included 8 different tools and acted as a hub for most of the other tools in the company.

The result

I was part of the team for the four month period within which we completed the UX and UI of the new tool. The development was done in-house and continued for several months after I left the project. It was implemented in the 2nd half of 2020. The new tool was a big upgrade in the company workflow.

Impact

The new CC Tool improved the workflow between Juwelo's different departments whilst allowing them to provide better support to customers in all of their markets. The maintenance costs were drastically reduced because their tools are now part of the same future-friendly platform, which means iterations and support is more dynamic and effective.