Airliquide Customer 360
A Customer 360 System is a centralized platform that aggregates and organizes all customer-related data into a single and unified view.
Air Liquide serves diverse industries, so the Customer relationship management (CRM) concept that provides a comprehensive, 360-degree view of customers by consolidating all customer data into a single platform.
It enables businesses to understand their customers better, improve customer experiences, and streamline operations by offering a unified view of interactions, transactions, and preferences across all touchpoints.
Summary
What was delivered and how
Confidential Information
To maintain client confidentiality, certain details in this case study have been intentionally generalized or omitted.
— Services
- UX Strategy: Defined the product vision, user personas, and key features to address the needs of diverse customer segments.
- Interaction Design: Designed intuitive workflows and interfaces for gas orders, managing industrial contracts, and supporting sales and customer service teams
- Created a scalable and accessible design system to ensure consistency across the platform..
— Deliverables
- Wireframes and low-fidelity prototypes for early validation.
- High-fidelity interactive prototypes for key features (e.g., medical gas order tracking, compliance alerts, lead management).
- A fully functional, user-centered CRM platform tailored to Air Liquide’s diverse customer base.
— Outcomes
- Increased contract renewal rates due to timely reminders and pricing transparency
- Positive feedback from users across all segments, highlighting the app’s ease of use and reliability.
Solution
Industrial Customers:
- Bulk gas order management and equipment servicing schedules.
- Contract renewal reminders and pricing details.
Customer Support:
- Integrated ticketing system with access to complete customer histories.
- Real-time chat support for quick issue resolution.
Design System:
- Created a scalable design system with reusable components for consistency across the platform.
Getting the flow right
Approach
I facilitated collaborative workshops to prioritize key features, such as multi-language support, ensuring the solution addressed critical user requirements. I then translated these ideas into actionable designs by creating low-fidelity wireframes and high-fidelity prototypes for the platform’s core features. Through iterative usability testing, I gathered feedback from users and refined the designs to enhance usability and accessibility. The final deliverable was a polished, scalable, and user-friendly UI/UX design that met the needs of both patients and healthcare providers."
Result
IThe Air Liquide Customer 360 System app transformed customer management by improving healthcare compliance, enhancing user satisfaction, and boosting operational efficiency across diverse industries.
