Creating a high performing e-commerce site for Fuel 3D

Service design approach|Technical audit of existing systems|Created a distribution and customer portal

Executive Summary

Matter moved Fuel3D across to a scalable SAAS solution that enabled them to process the large increase in volumes their popular handheld scanner was receiving.

Challenge

Fuel3D had a problem on their hands. They had received over £5m of venture capital funding to distribute SCANIFY®, their innovative handheld 3D scanner, which has an accuracy of devices that usually cost 10x as much. Because of this, the scanner was selling well – they had a backlog of thousands of pre-orders to fulfill and were about to scale up from using one small distribution centre in Oxford to multiple centres around the world.

The issue was that their multiple legacy ecommerce systems weren’t scalable and kept falling over, causing them an unnecessary administrative burden. They needed a high-performing e-commerce site that was capable of converting a large volume of orders.

What we did

We created a multi-channel offering for Fuel3D as a result of our service design approach. We performed a complete technical audit of their existing systems, ran a handful of workshops, and conducted several customer interviews.

The customer journey mapping we did enabled us to identify various segments and customise Fuel3D’s offerings accordingly. We created two new portals, one for the distribution side that included views for accounts, sales and admin, and one for the customer side that included support tools, allowing people to identify and fix common problems without the need for Fuel3D to intervene.

We moved them across to AWS, built bespoke interaction and integration functionality, rewrote and refactored legacy code, and supported their finance team in the creation of new scalable processes.

Results

The customer journey mapping we did enabled us to identify various segments and customise Fuel3D’s offerings accordingly. We created two new portals, one for the distribution side that included views for accounts, sales and admin, and one for the customer side that included support tools, allowing people to identify and fix common problems without the need for Fuel3D to intervene.

Matter delivered a solution that provides a holistic customer experience across multiple customer types and distribution channels.

The consumer facing front-end made it easier for visitors to navigate the website and buy the device, while the newly-transformed back-end was able to support the huge increase in orders that followed.

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