Pedders offers aftermarket vehicle parts and innovative technical systems to enhance vehicle performance in suspension, braking, and steering.

Pedders is the market leader in aftermarket brakes and suspension systems for 4x4 vehicles. Pedders has a strong physical footprint of over 70 locations in Australia.

Pedders approached Greg Randall from Comma Consulting with several issues with its digital channel that needed resolving. They came to Greg because they knew they had challenges to overcome, but did not know where to start or what process to follow.

This is the story of how Greg and Pedders worked together to move it from laggard to leader.

Two of Greg's services launched into action to solve the pain points of Pedders Suspension:

1. eCommerce Strategy Planning
2. User Experience (UX) Design

Pedders did not want to waste any time trying to fix the current state of their website and the digital experiences it was offering consumers. Pedders knew it was beyond fixing.

As a result, we agreed to embark on an eCommerce strategy planning process that would create a blueprint for Pedders digital future. And in doing so, also identify what the low-hanging fruit looks like.

The following steps were followed to achieve this business need.

Step 1: Creation of an eCommerce Strategic Plan:

This planning process was undertaken to precisely define how the eCommerce/Digital channel needs to look and behave to support Pedders' business-wide strategic action plan.

This process was done in close collaboration with the senior team so they could see how this plan came together.

This narrative speaks in "business language", so the Executive team has absolute clarity on what this channel needs to evolve to.

Step 2: Defining a Phase 1 Project:

Once Pedders understood what the future state of the Digital/eCommerce channel needs to look like a "Low Hanging Fruit" Phase 1 scope was defined.

The "Low Hanging Fruit" is the short-term change that will achieve the maximum business impact.

Step 3: UX Design Planning:

Once the Phase 1 project has been approved, Greg embarked on a comprehensive UX design planning process that defined all new digital experiences required of the digital channel.

This process is completed through wireframing.

This became the Experience Design map for the technical teams to follow.

Step 4: Project Execution:

Because Greg knows the strategy and he created the user experience design, he also collaborates with the technical teams to bring the plan to life.

This ensures the project is executed in a way that is exactly in alignment with the strategic needs of Pedders.