Overview
Ingredion is a global innovator in the starch & sweetener spaces. For 100+ years Ingredion has delivered products and solutions to satisfy consumer tastes. As consumer tastes and digital expectations continue to evolve, Ingredion needed to transform the way they are positioned in the market, attract new customers, and enable self-service capabilities.
Ingredion invested in brand positioning to be seen as a global collaborator and innovator, but was struggling to deliver an online experience that matched its desired reputation for innovation and collaboration.
Ingredion also invested in best in class technology platforms, but there was no sense of unity in tying the technologies together and delivering a global unified experience.
Solution
- Unified Experience Strategic Roadmap – We developed personas, user journeys, and a 3-year roadmap to prioritize quick wins and drive a unified experience aligned to business outcomes.
- User Experience Heuristic Research – We connected with Ingredion’s prospects & customers and performed independent research to identify their needs and translated them into a prioritization of features and functions to deliver.
- Adobe Experience Manager (AEM) Upgrade – A foundational finding in the roadmap was to upgrade Ingredion’s instance of AEM to prepare for a world class digital unified experience.
- Salesforce B2B Commerce Rollout – We applied priorities from the roadmap and user research to enable customer self-service on the myIngredion.com customer portal.
- Unified Experience Releases – We enabled a digital experience that integrates backend technologies and delivers an enhanced brand experience globally allowing for scalable releases.
Platforms
- Salesforce B2B Commerce Cloud
- Adobe AEM
- Adobe Target
- Adobe Analytics
Impact
- Increase in Converted Leads
- Shortened Sales Cycle
- Increased Cross-Selling of Products
- Reduced Cost to Serve
Increase Digital Account Self-Service
YOY Online Revenue Growth
