Consulting to Improve Customer Service
The Challenge. Wanting to improve wait times at their service stations, BP needed to boost the usability of their flagship POS systems.
The Conclusion. Appscore deployed a single-interface system that perfectly consolidated 4 separate BP systems.
- Experience strategy
- Content strategy
- UX/UI design
- Solution architecture
- Technical consulting
BP had trouble consolidating employee workflows with the existing Windows hardware in use despite running apps created exclusively for the company. With many Windows features and functions disabled, app-switching between the four major full-screen applications was clunky. BP needed a solution that would simplify the workflow of attendants and increase customer service satisfaction.
Appscore were approached as consultants to assess the problems facing BP and workshop a reliable solution within the technical parameters of the service stations. We worked with BP to deliver an intuitive solution focusing heavily on a clutter-free user experience.
How We Solved It.
We deployed a team onsite to workshop with station attendants. Our first task was to solve multitasking speed issues, so we focused on an intuitive app-switching solution.
As all BP apps run in full-screen, we began building a launcher from the ground up to accommodate seamless app-switching. The Windows platform did not utilise generic interface functions, so we created a solution that worked around these technical restrictions.
We created an efficient solution that solved the challenges facing users by constantly amending the functionality as we gained feedback from employees in real-time. Once the solution was complete, we provided training to transition employees to the new system.
Four systems in one interface.
Our web-based solution integrated four separate systems into a single interface, reducing time spent switching between services. The new decluttered solution gave users the ability to access shop retailing, petrol dispensing, and monitoring and rewards – all in the same interface.
Our design team made sure the aesthetic of the solution would blend into the already-established look of BP. By keeping the POS experience congruent for the user, we simplified the user training process significantly.
We demonstrated the solution’s functionality to BP in short training exercises, and this was then relayed to service station attendants. Our solution was deployed to all BP-owned sites and saw a 35% increase in service speed.
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