About the Customer
Aritco is an award-winning manufacturer of platform and residential lifts from Sweden. The company manufactures over 4,000 elevators per year, that are sold in 40 different countries through more than 170 distributors.
The lift manufacturer’s business operations were plagued by delayed installation and repairs, customer complaints, ad hoc and manual processes in action. To add to the challenge, there was an overall lack of digitalization despite being a high-tech brand. Aritco wanted to deploy a digital platform that can bring its technical operators from both in-house and distributor ecosystems together for training, certification and remote installation support.
Tarento as the partner of choice
As a leader in providing digital solutions from concept to deployment and with its vast experience in helping Nordic customers, Tarento was an obvious choice as the implementation partner.
With the inherent operational challenges, the tough task was to design a digital solution that could remove the inefficiencies, gaps and pain points rapidly. Moreover, the solution had to facilitate a uniform process and provide a single digital platform for lift installation and maintenance.
Tarento’s solution approach involved deploying its pivotal LEAD framework, a multi-phase exercise which brings Lean & Design Thinking together in an Agile framework to reduce the inherent risks in successfully bringing innovative products to market.
After 4 weeks of high intensity LEAD sprint followed by a continuous discovery process with audits & interviews, Tarento was able to conceptualize a holistic solution that tackled all scenarios of people, product & solution. Key aspects of this phase included:
- 6 interviews (Experts, users and stakeholders)
- 4 LEAD workshops
- Empirical analysis, UX audit
- Techno-functional audit & gap analysis
By immersing ourselves into the problem statement as well as potential solutions, we created tech-business-design oriented actionable artifacts for rapid enablement of development teams.
- Visual design prototype & validation
- MoSCoW Analysis & Audits
- Anti-Roadmap (What will not be built)
- Actionable roadmap (techno-functional)
- Technical architecture direction
Outcomes and Impact
The clarity achieved as a direct result of LEAD helped development teams quickly take up the implementation to deliver a responsive web platform for target users in about 4 months. Some key processes that were digitalized include:
- Automated job assignment
- Evidence & digital signature submission
- Review and approval workflows
- Training workflows (Creation & consumption)
- Checklists etc
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