Jorge.
Hiya! I'm a brazilian user experience designer and researcher that believes in human connection, great coffee, structured creativity, communication, sharing knowledge, good strategy before good aesthetic, conceptual thinking, assuming the absolute best about humans and self-development.
Currently transforming user experience for people around the globe at ExxonMobil.
my experience includes working with people from
take a look at how I think
and let's connect
linkedin.com/in/jrgfernandes
jorge@live.ie
projects.
self-serve portal (2022-2023)
Industry: Oil and Gas / Lubricants
Role: Lead UX Researcher and Designer
Users: B2B2B, B2B2C, B2B, B2C
Platform: Salesforce
Area: Worldwide (R1 North America, R2 Canada, R3 EAME, R4 Latin America, Asia Pacific)
PROBLEM
Lubricant customers require various types of assistance with the products they purchase, services they need, and sometimes information necessary to run their business. While they may attempt to use the company's various online platforms, they typically reach out to their sales representative or customer account specialist when encountering issues. For advanced product-related matters, they contact the technical specialists for assistance.
An opportunity exists to decrease calls to sales representatives regarding low-level issues.
As part of the discovery process for this project, our UX team was tasked with interviewing users to uncover the underlying problems driving their needs and understand why they prefer calling instead of using our current digital channels. These interviews were conducted by myself and another researcher.
Interview Focus
Our initial interviews were conducted with a focus on customers from the US.We chose to concentrate on one location to ensure that the results would be relevant to a potential first release, which would start due to a business decision focused on North America.We interviewed people from different areas that have contact with Sales Representatives. These were Distributors (Engineer, Marketing, Sales) and End-Customers (Mechanical, Maintenance, Technical).
RESEARCH FINDINGS
SUMMARY
The participants in this study were consumed by product supply issues exacerbated by the pandemic and the ice storm Uri.Their main focus currently revolves around queries such as "Where is my product?" and "I need more of product X because my allocation is reduced or we have encountered more leaks than expected."
67% of the participants we interviewed were calling us instead of using our current digital channels.
The calls were regarding their products, including procurement, order placement, product delivery issues, overwhelming allocation restrictions, and support for pricing.
WHAT USERS ARE LOOKING FOR?
This is a sample of the research findings. Should you desire to understand the complete set of results, please do not hesitate to reach out
Research conducted during Q1 2022
TECHNICAL SUPPORT
ENGINEERING SERVICES
• Understanding results from test analysis
• Compatibility assistance
• Help with technical details on products
• They want to extend the life of the oil
• Contamination issues
• Assistance with comparing a product to another
• Support when product consolidation is needed
• A replacement product is needed because their regular product is not available
PRODUCT DOCUMENTATION
These are grab and go items. Customers want a quick way to get what they are looking for and then they leave.• Technical Data Sheets
• Product Information
• Machinery Compatibility
MARKETING COLLATERAL
• Labels
• Merchandise
• Oil change stickers
• Latest offers and promotions
• Product images
• Logos
• Brand Brochures
• Collateral for their racks
• Sell sheets
• Customer testimonials
WHO IS THIS PORTAL FOR?
TECH SAVY CUSTOMERS
Many of current customers are comfortable with technology. This means they access the internet daily to watch videos, read articles, are able to download content. The pain points they face today are not determined by their technology knowledge.
HUNTERS
Users who are looking for a specific thing. These are only interested in finding a particular item and leaving with what they came for. This means content needs to be organized in a hierarchical system that gets them to information fast and is easy to comprehend.
ASSYNCHRONOUS LEADERS
The independent learner. These users have time on their hands to consume content. They may be curious to learn about a subject, looking for inspiration or training or want to think critically and need additional information so they can do so.
For this project, six personas were identified and developed. These personas were used to align stakeholders and to develop user stories.
LOOK AND FEEL
Blurred screens. Reach out for further review. This portal is accessed today through a credential issued to the user.
Hello! Thank you for reaching the end of the page :)However, it's not truly the end!There are other projects I've been involved in, so I'm continuously updating this page.Currently, I'm leading the UX research on two projects: one related to CRM and another for customer onboarding.
let's connect
linkedin.com/in/jrgfernandes
jorge@live.ie
about me.
experience:UX Designer at exxonmobil
January 2022 - presentat exxonmobil, I've been leading user experience research in the following areas:
- crm
- customer onboarding
- portals
- revenue management—ui designer/digital content at the Brooklyn brothers
February 2021 - January 2022at the TBB agency, I've worked in worldwide projects for brand such as MINI COOPER, BMW AND UNILEVER.—ux researcher at udesc
august 2018 - February 2021i was engaged as researcher embedded in the laboratory for interaction design at my university. the laboratory is part of the masters and doctorate program in interaction design, and researchers are tasked to develop research that integrates academic and business knowledge.
let's connect
linkedin.com/in/jrgfernandes
jorge@live.ie