Bringing it all together
With a catalog of over 2,000 life-saving products for people with hemophilia, immune disorders, infectious diseases, renal impairment, and other chronic and acute disorders, Baxter International had their hands full. An intended user base of internal stakeholders spanning the organization and globe and over ten different customer types across 22 countries made updating the catalog complicated to say the least. And Baxter’s dated and disjointed catalog experience was no longer delivering value. In fact, it was liability for their entire B2B division. No quick fix could solve these problems, so together with Baxter’s internal IT group, Envisionit embarked on a 2 year initiative to bring this tool back to relevance.

The approach
Gathering all the pieces
It didn’t take long to recognize that revised wireframes wouldn’t do the trick. The entire user experience required an overhaul from stem to stern — or in this case, from sales to order. We looked at the user journey, beginning with how Baxter’s salesforce used the tool, all the way through to customers placing orders. With a view of this experience, including all the friction and leakage, we were able to develop a business case for a much broader initiative that received the green light from leadership.

Not-so-simple team building
Sure, we built a bullet proof business case, and provided recommendations and opportunities for improvement across the platform. But in order to execute we recognized the need to garner not only support, but resources, across various stakeholder groups on multiple continents. We drove this effort from the beginning as we worked with our internal lead to build a core project team and a phased roadmap to bring the project to life.
Gaining consensus
Once all the stakeholders were involved (across product, marketing, customer service and IT), we held workshops to establish line of sight on core system requirements and all user needs and, of course, we did it with an eye toward the future. This included supporting Baxter’s global initiative for data integrity across all systems. And we did all this while the company split into Baxter and Baxalta to boot.
Seamless integration
From sales to customer service, we uncovered how the catalog had been utilized to date and then visualized how the new experience could integrate into these existing processes and infrastructure with ease. We always had an eye towards further enhancing the experience for all parties.