CDW Purchase Authorization System

Before (Click to zoom)

After (Click to zoom)

Challenge: Increase usability of CDW's Purchase Authorization System tool to boost customer adoption of the account feature

Solution: Rebuild the feature from the ground up to change it from an archaic tool that only knowledgeable Account Managers could use to an intuitive, friendly tool that customers could set up, use, and maintain on their own.

How I helped:

Content analysis of original tool
Content strategy recommendations
Copy development and testing
Customer journey messaging, including:
- Pre-adoption marketing
- Onboarding tutorial
- Admin- and purchaser-facing site copy
- Admin- and purchaser-facing emails
Developed and executed promotion plan, including:
- Internal and external communications
- Cross-department coordination
- RACI charts and project management

Deliverables (Click to zoom)

Pre-adoption marketing in the Account Center: Explains value of tool and how to access it

Setup Microcopy: Gives context and direction to setup process

Purchaser Messaging: In-cart notification for customers that PAS has been triggered

Setup Tutorial: MVP version of a workflow setup tutorial page; future iterations will include video

Purchaser Messaging: In-cart modal explaining PAS

Promotion plan (Click to zoom)

Launch Plan: Three stages to coincide with three-phase release

Project Management: I created RACI charts and a Trello board to track the plan throughout execution

Launch Plan Details: Includes internal- and external-facing communications

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