Ski Butlers delivers rental ski gear to customers on vacation. Simple enough. But the work behind the scenes is complex. Ski Butlers staff relied on a mixed bag of tools—from paper receipts to Excel spreadsheets—to support their business operations, which didn't always make for an ideal customer experience either.
The difference with Imarc, which is why we have enjoyed working with them, is that they take the time to first learn your business, then they work with you on a repeating weekly basis to create a plan, design, and execute the buildout of your solution. It's safe to say that Imarc knows as much about Ski Butlers as any company we work with and this allows them to custom build our solution to hit all our goals. I recommend them to anyone that wants to improve their technology.
Bryn Carey, CEO and Founder
Imarc embedded themselves by riding along with Ski Butlers's staff for a week. Living the day-to-day helped inform the design of a comprehensive custom solution that marries various business goals with customer expectations. Interestingly, this engagement helped Ski Butlers reform actual business processes along the way.
Knowing the users
It was important to understand the business inside and out before starting any design work. In addition to being shadowed by Imarc, Ski Butlers participated in various exercises like surveys, worksheets, interviews, personas, and journey-mapping. They also reformed how they work, effectively adjusting their business in the process before even starting the design.
Clean + intuitive online experience
By asking the right questions at the right time, the Ski Butlers digital solution aims to deliver a more conversational design. It solves for the hairy business problems, by stepping users through the process with empathetic design and thoughtful microcopy. The goal is to make it feel like an intuitive and finely-tuned ecommerce experience.
Our Shared Vision
This project is still underway. Please check back for more soon!