gRUNDFOS ai cHATBOT
Group Exam Project | 2 weeks
COMPANY OVERVIEW
Grundfos is a global leader in advanced pump solutions and water technology, dedicated to creating a sustainable world. The company designs and manufactures high-efficiency pump systems that minimize energy consumption and optimize water management.
pROJECT gOAL
To strengthen its role in sustainability and knowledge-sharing, Grundfos aims to enhance the “Learn” section of its website to better serve employees, installers, customers, and partners.
cHALLENGE
Strengthen customer relationships through the development of a new digital solution.
fRAMEWORK
Why?
3 Step Change Management Process has several advantages.
PREPARE APPROACH – we started the project with research and created a clear vision.
MANAGE CHANGE – in this stage, we evaluated risks and made sure our change would be user-friendly.
SUSTAIN OUTCOME – we considered how new behaviors should be reinforced and sustained.
1
Learning Section issues
- Hard to navigate
- Users want all-in-one solution
- It is missing better filters and search possibilities
2
Customer service
- Limited acces to customer service
- Lack of quick help
- Chatbot feature is not helpful
3
Learning patterns
- 70% of customers learn when working
- 85% use search engines for quick answers
- 75% of personas use desktops as primary device.
must-win-battles
Provide customers with instructions and guides on how to use Grundfos products.
Showcase Grundfos as a subject matter expert.
Educate customers on the latest industry trends and best practices working with water pumps.
Problem Proposal
How to help users access needed knowledge immediately to support the ‘get knowledge’ stage of the customer journey?
Inspired by the Design Sprint ideology, we deliberately avoided deciding on the final concept until being done with our solution sketches. Our ideation process can be divided into five stages, performed individually by all members of our group:
SOlution: Ai chatbot, integrated with a learning page
Intuitive and modern UI
Easy access to reliable information
Time efficient search
ADKAR Model
We used the ADKAR model to guide and manage the change process effectively, ensuring that the people affected by the change were supported at every step. When introducing this new tool, ADKAR helped us:
Identify where people were in the change journey
Pinpoint resistance or blockers
Create a structured, human-centered approach
Ensure long-term adoption
