The web quotation tool was quite a challenge. I faced a flow that was impossible to work with, packed with functionalities and requirements that needed to be distilled into a very simple process in order to capture leads effectively. I decided to approach it through the lens of engagement. I realised that users were finally going to be able to do something they’d never imagined: design the flooring of their own home. The impossible became possible. I could picture them enjoying the experience, even getting hooked—browsing every option and comparing prices like crazy.
That’s what led me to design a process that blended elements of a carpet ecommerce with Ikea’s room-planning experience, using the technology we had available. We had to push back quite a bit with the business team about showing prices early in the flow, and we made it happen. For us, it was obvious. For users, even more so.

Users have two mobile phones: one for calls and messages, and the other for other functions. Furthermore, they frequently change devices and phone numbers, which complicated registration and password recovery. We solved this problem with a personal access code.

The language had to be adapted to Mexican Spanish, and to better connect with the user and the business model, we transformed the entire "payment" experience into a "savings" concept, thus fostering greater motivation toward the goal.

The physical experience, already operating in a more manual manner, required reinforcing trust in the digital process. That's why we incorporated elements such as a digital identifier that humanizes and facilitates contact with the installer.