Raksanappi provides construction site foremen an effortless way to order roll-offs (truck-delivered platforms that store construction waste) deliveries and pickups for the construction site using a mobile web app.
Clients at construction sites are using Raksanappi as the sole channel for placing orders.
— Ville Simola, Head of Digital Channels at L&T
Before Raksanappi, all orders were handled over the phone, which resulted in much wasted time for L&T’s clients when they waited online to place their orders. Taking phone orders was also ineffective for the L&T customer service.
The goal of Raksanappi was to create a service that removes the constraints of place and time from the process and allows the foremen to make orders whenever, wherever. No more waiting on the telephone.
There’s no need to dial in the center, dial in several buttons and wait for someone to pick up the call. When I make the orders on my phone, I always get what I want without a hassle.
— Janne Kivivirta, Skanska
We approached the challenge by using a Five-Day Design Sprint. During five busy days, we went through business modelling, concept design, and prototyping. We concluded the week with a prototype of the service. This concretization was developed further after the sprint using synchronized design and development sprints.
During the design sprints, we made several visits to construction sites where the service would be used and talked to the people who would use it. By observing the process of making orders and its context in real environments, we were able to establish a clear vision of the future service.
The design applied a mobile-first approach. We understood from the start that a smartphone is the touchpoint that users will always have with them and upon which the service should run. Of course, we made sure that the user experience would be equally fulfilling on tablet and desktop devices as well.
To ensure the delivery of the expected customer value at full, we launched a pilot just a few months after the initial design sprint. Ten construction sites participated, and the pilot proved the concept successful. Detailed design and development phases took off after the pilot and followed the path to successful product launch the following year.
Up to 50% adoption rate in two years
Customer service efforts remarkably reduced
Improved customer satisfaction
More predictability for the order and fulfilment processes
Our customers have been waiting for this for a long time! Many say that this is the biggest thing they’ve seen in a while. This allows our end-users to place orders from their home couch at 9pm in the evening if they feel like it!