Transforming digital customer experience: A design thinking approach for modernizing a tools distribution franchise

The Grid Dynamics’ UX/UI team undertook a comprehensive redesign of a client’s web and mobile apps, recognizing the pivotal role of digital customer experience in boosting revenue and conversions for consumer-facing businesses. Following a design thinking approach, the team’s tasks included defining business goals, competitive analysis, understanding the target audience, exploring e-commerce UX trends, and conducting usability testing and interviews to enhance the user experience. The aim was to create a seamless interaction experience with a modular and organized design system, incorporating research, best practices, and industry trends to achieve this goal.