Ingram Micro noticed a trend in the market that would be bad news for one of their business divisions if they didn't take action. The way retail stores were purchasing “lots” of electronic devices was shifting to online platforms. Ingram quickly initiated an ambitious project to modernize the way they auctioned off large “lots” of wholesale electronics. The goal was to shift the process to an entirely online platform.

The design challenge was to incorporate much of the offline buying experience into the new platform. Most customers weren't used to purchasing products online, and other Ingram departments participating in the buying process wanted to make sure their roles were kept intact. This meant we would need to design a platform that incorporated the way customers currently buy products from Ingram, while simultaneously including cross-department touchpoints involved in the buying experience.

We started the design process by researching what current competitors in the market were doing well. The insights we gathered, combined with Ingram's knowledge of their customers, helped form a user story focused on reducing friction in the buying process by allowing customers unrestricted access to shop for available products, and even elect to bid without having to log in. Only once they indicated an interest in bidding were they prompted to take additional action.

Once users logged in, we incorporated some of the elements they were used to having access to, such as in-person sales support from the same representatives that work with customers in the offline process. Including these familiar elements were crucial to maintaining a similar experience for customers as well as obtaining approval from stakeholders involved in the offline process.

Light Mattr conducted the design process over a four week period that required coordination and approvals across multiple departments. Light Mattr led bi-weekly design reviews with the client to gather requirements and feedback on newly developed wireframes, which ensured short feedback loops that drove the process toward completion. In the end, we obtained all required approvals within the deadline and left enough time to provide the client with “sneak preview” material to show off at an important gathering with other executives.