Transforming business through smart service design and innovation
I kicked the project off with a load of user research, conducting hours of interviews with Enva employees, customers and suppliers. This informed a series of experience maps that documented existing processes and highlighted pain points and opportunities to improve.
We prioritised MyEnva product features based on the extent to which they'd relieve current pain points, and the design and tech effort required to implement them.
Over a series of sprints, we built out a pretty complete MyEnva experience for customers, staff and suppliers. The platform allowed them to manage services and availability, get quotes, create new bookings, keep track of important compliance documents, and a whole bunch of other stuff that was really hard before.
Enva customers and suppliers spend lots of time on-site, and they drop their phones a lot, so MyEnva had to work as well on small, dirty screens as it did on PCs. Designing a mobile-optimised experience liberated lots of value, replacing multiple phone calls and handwritten triplicate forms with consistent, trackable data.
Pretty early on in the project a design language began to take shape, based on Enva's existing offline brand. I formalised this into Seed, a design system which allowed us to quickly prototype and build new features, freeing us up to think about the problems we were solving rather than how the solutions looked.
Once we'd cracked the immediate problems, I started thinking about how digital tools could add more value in future.
Environmental services deliveries generally involve big trucks at the mercy of traffic, and the right person can't always be on-site when skips turn up. I worked on concepts for route planning and live tracking based on GPS from the driver's navigation system, to increase efficiency and customer satisfaction.
“Oh my god… This is revolutionary. It will win awards. Let me have it, now!”
Construction company services manager
User research participant
I worked with Mat Ealam, a designer from the Ōrke network, to deliver the Seed design system.
MyEnva was built by Rockpool Digital, an agency I regularly partner with for big tech and integration projects.