Doza assigned two of our expert consultants with experience delivering similar web applications.

At discovery stage, we:

• Discussed Moli’s ideas and concerns
• Looked at examples of other sites and features they liked (and didn’t like)
• Mapped the customer journey
• Identified what quote information Moli would need
• Engaged their back-office team to find out how they work and current pain points.

At alpha stage, we built a minimum viable product, allowing us to avoid lengthy development work and make the portals available to users quickly.

For the customer-facing portal, we focussed on making it straight-forward to use and mobile-friendly. We worked through the customer journey to streamline the process.

We recommended a back-end portal (over the original spreadsheet option) to allow better self-management of the information received. We built in several features to provide operational efficiencies, such as automated matching of a request to the nearest surveyor and sending customer information to Klaviyo for future marketing messaging.

During beta, we ran collaborative two-week sprints to develop and test the solution. We provided a staged environment that allowed Moli to test the portals and provide feedback at a time that worked for them. To provide visibility of real-time progress, we set up a shared project board and communicated via a dedicated Slack channel.

Following final user testing, the portals went live in July 2024.