Major Office Supplies Retailer: Improving Purchasing Experience
Challenge: A major office supplies retailer wanted to become the go-to, one-stop shop for mid-market companies by improving the purchasing experience among decision makers.
Objective: To understand the mindset and emotional pain points of mid-market businesses, specifically with regard to the responsibilities of running the business and challenges of job-related purchasing decisions.
Solution: In-depth on-site interviews were conducted among office-product decision-makers in medium-sized businesses to understand what parts of the job and the purchasing procedure cause the most headaches.
Result: Results provided insights regarding the pain points of purchasing supplies across a wide range of categories. Plan-it made recommendations for how to minimize the pain points in the purchasing process and provided input to guide the retailer’s overall operations and communications strategies for the mid-market audience.