Challenge:

Parkland, a multi-billion dollar oil and gas enterprise, faced significant challenges after acquiring multiple brands, each with its own digital solution. The company encountered increased administrative overhead and operational inefficiencies as they struggled to integrate these diverse systems. Key challenges included:

• Increased administrative overhead
• Higher costs due to friction points in operations
• Lack of a single, trusted source of information
• Frustrated users experiencing information overload
• Difficulty in tracking and measuring the success of processes
• Over 70% of users felt they couldn’t find the information they needed

Solution:

The Veriday team adopted a design-thinking approach to tackle these challenges. They collaborated with stakeholders to align business and user goals through foundational UX research. This approach focused on optimizing processes and systems, clearly defining KPIs, and user-testing features to reduce the risk of failure. The solution included:

• Conducting user-centered research and design
• Developing a robust retail portal as part of the larger digital transformation effort
• Defining clear KPIs for the project
• User-tested features to ensure alignment with business and user goals

Outcome:

The design-centric approach resulted in a highly effective and scalable solution for Parkland. Key outcomes included:

• Over 94% of users found the new solution easy to use and noted that everything they needed was accessible in one place
• Reduced administrative overhead
• Decreased friction points in communication
• Enhanced operational efficiency
• Significant improvement in operational efficiency
• Rapid adoption of the new solution within four months of launch

This approach not only solved current problems but also positioned Parkland for future scalability and success.