Launching a Ship-to-Store Capability in 5 Months
Creating a modern multi-channel consumer experience with streamlined eCommerce and a new ship-to-store capability
Polaris, a top powersports manufacturer — well known for its industry-leading ATVs (all-terrain-vehicles), snowmobiles and motorcycles — has a rapidly growing eCommerce business focused on selling parts, garments and accessories (PG&A). To meet customers where they are (digitally and at dealers), the eCommerce team partnered with Nerdery to reinvent its omni-channel customer experience and generate additional value for its dealer network by launching a ship-to-store capability.
“The Nerdery team felt like an extension of our own as we developed solutions following a true, collaborative process. By getting to the heart of our customer experience, they helped us stand up Ship-to-Store in less than five months, and we’re seeing success already with PG&A sales steadily increasing.”
— Director, E-commerce, Polaris
Paving the Way for Efficiency and Growth
Ship-to-store system off the ground in less than five months
Established incremental dealer foot traffic
Cut delivery times for customers by more than half
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Striking the right balance between channel partners and channel competitors has become increasingly difficult as manufacturers expand their eCommerce capabilities.
Build customer loyalty & deepen dealer-network relationships
Polaris saw this expansion as an opportunity to build customer loyalty and deepen its dealer-network relationships if it could create an industry-best eCcommerce experience and add a ship-to-store capability.
Consistent, more efficient online shopping experience
Additionally, they recognized the need for a consistent, more efficient online shopping experience, as customers have come to expect with Amazon-like service.
Improve the eCommerce fulfillment experience
Polaris engaged Nerdery to improve the eCommerce fulfillment experience, not just for customers, but also for warehouse and call center employees and front-line workers at dealerships — removing friction at critical moments throughout the eCommerce ecosystem.
Strategy & Solution
Bringing the improved customer experience to life:
Created a service design blueprint and execution strategy to launch the ship-to-store capability
Streamlined customer communications by redesigning email templates and cadences to reduce confusion and increase response rates to actionable requests
Designed a user interface (UI) for the eCommerce checkout experience to allow for rapid testing of ship-to-store pilots
Worked with leaders across the department to prepare a strategic roadmap for the future
Nerdery leveraged service design principles and customer-centric thinking to make end-to-end improvements and worked collaboratively across enterprise
teams to scale improvements
throughout the eCommerce
Nerdery conducted an objective experiential audit of the existing eCommerce customer experience for ship-to-home purchases, eBay purchases and returns.
We then mapped the customer journey and made strategic recommendations for each stage of the three experiences.
Finally, we designed the new ship-to-store functionality to seamlessly fit within the existing ecosystem.
Comprehensive Experience Analysis
Pressure tested every element of the eCommerce experience, mimicking all types of use cases
Strategically prioritized a plan that would help build out the foundation of eCommerce work for the next year
Scalable Product Design
Designed a pilotable interface for seamless testing in selective markets while the site was live
End-to-End Service Design
Designed the end-to-end ship-to-store capabilities from scratch, orchestrating warehouses across the country, local dealers and cross-functional teams