Rethinking the experience of buying gas cylinders online

To comply with my non-disclosure agreement, I have omitted confidential information in this case study. The information in this case study does not necessarily reflect the views of the company.

E-commerce has revolutionized the way people shop.

Galp, Portugal's prominent oil and gas supplier, recognized the need to enhance their online platform for gas cylinder purchases.

This case study outlines our collaborative efforts to reimagine and elevate the user experience for this crucial aspect of Galp's business. Our main goals were to:

  • Create a simple and attractive shopping experience for the purchase of gas bottles, accessories and equipments,

  • Integrate the purchase of gas-related equipments on the platform,

  • Integrate online payment methods on the platform.

I was the Lead Service Designer and UX Researcher on the project, working with a UX designer, a fellow researcher, and the project manager.

Exploration

Research activities

Our exploration phase comprised a comprehensive series of research activities.

Through meticulous desk research, we delved into the utilization patterns of gas cylinders across Portugal. We conducted a benchmark analysis, closely examining national and international competitors to identify trends and best practices. An in-depth expert review of Galp's existing platform shed light on its strengths and areas for enhancement.

Then, to have a deeper understanding of the users’ experience with tradicional smart cylinders, we conducted exploratory interviews with:

  • People that use gas cylinders daily in their homes to heat water or cook,

  • People that sell or deliver gas cylinders.

Deliverables

Based on our research findings, we created different user journey maps and a service blueprint, to visualize the current user experience and identify areas for improvement.

Ideation and prototyping

We embarked on internal ideation sessions, harnessing the insights gained during exploration to envision the future user experience. These brainstorming sessions were instrumental in shaping our design direction.

With the service blueprint as our guide, we meticulously prototyped the digital service.

Iterative user testing enabled us to refine and enhance the prototypes, ensuring they seamlessly aligned with user expectations.

  • Low fidelity digital prototypes

  • Conducting usability tests

  • High fidelity prototypes

Hand-off and implementation

As we reached a point where the service was solid, we prepared the digital prototypes for handoff.

To ensure the success of the solution implementation and ongoing monitoring, we proposed activities such as:

  • monitoring development to iterate the design based on technological restrictions,

  • conducting usability tests in a quality environment,

  • optimizing platforms for resellers to ensure a cohesive journey among different actors in the ecosystem,

  • monitoring the solution when it goes live, and

  • defining a UX roadmap for future features through qualitative research using Kano analysis.

Due to other priorities that arose during the project, the service has yet to be developed.

Conclusion

Our redesign of Galp's e-commerce website has significantly enhanced the user experience.

By simplifying the purchase process, integrating equipment options, and enabling online payments, we've transformed user engagement with the platform.

Through meticulous research, iterative prototyping, and rigorous testing, we've identified key improvements that directly address user needs. As we progress to implementation, our proposed activities, including development monitoring and reseller-focused optimization, will further enhance the user-centric design.

Leveraging qualitative research and user feedback, we're confident the revamped website will surpass expectations, delivering an exceptional experience on Galp's digital platform.

Let’s discuss how this transformative design project can inspire your innovative solutions.

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