FedEx AEM Integration

Challenge

The FedEx Web Services team was looking for a new partner to bring different thinking to key landing pages, including Home and Shipping, and integrate them with Adobe Experience Manager. Beyond the challenge of solving expected transactional and user experience problems, we needed to do this within the context of highly siloed business units with often contradictory objectives, while also working with their existing partners.

Approach

Onboarding a completely new team into a complex ecosystem of business units, user needs, technical dependencies, and partner relationships required substantial and well-planned discovery work.

• To assess the value of a huge library of documents provided to us, a documentation gap analysis identified where we needed additional insight.
• A page and component inventory mapped existing features and functionality, laying a foundation for migration to AEM.
• We created a value-to-feature heat map to understand where audience needs and business objectives were aligned and what effort would be required, allowing us to prioritize “bang for the buck” features.
• A two-day Rapid Experience Design collaborative workshop resulted in a polished interactive prototype that was immediately shared with and approved by executive leadership.

Result

Having done a significant amount of in-depth prep work leading into a fast-paced design session allowed a complex team to have a shared sense of purpose and confidence in the resulting work. The projects and the relationship have continued to grow.