ECOSYSTEM NAVIGATION
ECOSYSTEM NAVIGATION
Optimisation of multi-product journeys
Optimisation of multi-product journeys
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THE SOLUTION
THE SOLUTION
A centralized navigation framework and unified onboarding system. This solution transformed a fragmented group of services into a consistent digital journey where users can explore, subscribe and pay across multiple platforms with a single click.
THE CHALLENGE
THE CHALLENGE
With a catalog of over 80 disparate services, the company faced a major obstacle: high friction and a massive loss of users between products. Customers perceived 80 different entities rather than a unified brand. My mission was to break down these silos, simplify navigation, and unlock cross-selling potential through a seamless user journey.
TARGET AUDIENCE
TARGET AUDIENCE
Internal product teams (direct), individual and business end-users (indirect)
MY STRATEGY AND ACTIONS
MY STRATEGY AND ACTIONS
Behavioral Flow Analysis: performed deep audits of drop-off points to identify critical "friction zones" in the multi-product journey.
Data Sharing Framework: orchestrated a unified data flow, allowing user preferences and data to follow them without repetitive manual entry.
Stakeholder Alignment: negotiated integration roadmaps with 80+ individual product teams, ensuring a consistent UI/UX despite the specific constraints of each service.
RESULTS AND BUSINESS IMPACT
RESULTS AND BUSINESS IMPACT
+60% Conversion Rate: achieved a massive increase in sign-ups and transitions between services by redesigning the data-sharing flow.
Increased Retention: significantly reduced ecosystem churn as users more easily discovered and adopted new services.
Scalable Framework: implemented a "plug-and-play" module that reduced the integration time for new services from months to just a few weeks.
360° Customer Vision: established a single source of truth for the customer journey, providing valuable insights for marketing and data teams.
TEAM & LEADERSHIP
TEAM & LEADERSHIP
Structure: 3 internal development teams
Team size: 21 dedicated experts
Managed expertise:
Management & Vision: project manager, system architect, system analyst
Design: UX/UI designer
Engineering: back-end developers, mobile developers (iOS/Android), technical writer
QA & Ops: QA engineers, DevOps engineers
PRODUCT TYPE
PRODUCT TYPE
Infrastructure product
STACK
STACK
ForgeRock OpenAM platform
Apache Cassandra DB
APIs, SDK & web components
HTML, CSS, JavaScript, Java, React
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