Set Hypotheses, Employ Design Thinking and Lean Research Methodologies, Validate

D&B alongside Stuzo’s research team selected a subset of hypotheses to test with D&B Guests.

Stuzo defined its research plan, tools, and methodologies, including ethnographic and qualitative research, went into the field, interviewed dozens of Guests, and observed over a hundred hours of Guest interactions in various D&B stores across the US.

Stuzo concluded the initial strategy and validation phase with a Feature Prioritization and Stakeholder Alignment Workshop (“FPSA”) at D&B headquarters, where data from Guest research was used to align all stakeholders on go-forward strategy.

CX Design: From Validation to Guest Experience

Based on alignment coming out of the FPSA workshop, Stuzo designed Guest journey flows for mobile and kiosk that addressed the wants and needs of D&B Guests.

The resulting Guest experience designs, driven by “voice of the customer,” represented a significant increase in value and utility compared with the existing in-market solutions.

Interface Design & Rapid Prototype

With Guest experience and journey design complete, Stuzo designed pixel perfect mobile and kiosk screens, inclusive of mobile wallet and payments, loyalty/rewards mechanics, game activation, gameplay and prizes, and more.

Modern Digital Commerce Infrastructure

D&B required a modern digital infrastructure to power their business today and into the future. This infrastructure included a set of foundational technologies to modernize legacy systems, remove point to point integrations, and add web services for abstraction, normalization, and business orchestration.

Stuzo deployed a modern digital infrastructure for D&B, empowering the business to:

• Modernize and extend its legacy technology infrastructure,
• Leverage interoperable data,
• Utilize real-time analytics and metrics to drive business outcomes and Guest behavior,
• Streamline operations across teams,
  Extend its digital experiences with speed and agility, and
• Decrease dependency on specialized technology resources.

Engineering & Delivery

Stuzo then built native iOS and Android mobile commerce and loyalty applications on top of the Digital Infrastructure Experience API (a modern GraphQL-based public API).