Guided Selling Experience
Service DesignHow might we reimagine the sales experience to put partners first, simplify complexity, and enable scalable growth?
Challenge
A global technology storage provider needed to transform its sales experience to better serve the mid-market. The challenge was to reduce friction for partners and sales reps, while aligning the business around a scalable, digital-first model.
Approach
We worked with stakeholders and end users to uncover pain points, map the sales journey, and define a vision for a guided selling experience (xGS). Through iterative design, prototyping, and validation, we simplified complex quote-to-order workflows and created a partner-first service blueprint.
Defined profiles for partners, sales reps, and customers to ensure the experience addressed the unique needs of each group.
Visualized the end-to-end sales process to uncover friction points and align stakeholders on critical opportunities.
Iterative Design
Built and tested concepts at increasing fidelity, allowing the team to validate direction early and refine designs continuously.
The outcome was a clear roadmap and unified design system for xGS: a streamlined ordering flow that reduces time to quote, empowers partners with self-service, and provides measurable efficiency gains. By putting partners at the center, the program laid the foundation for growth and long-term transformation.