Herman Miller Dealer Portal
How to Design a Beautiful & Scalable Tool to Access 150 Apps Across 3 Systems.
Role: Creative Director, art director
Responsibilities: client management, creative and art direction
The Challenge:
Herman Miller furniture is about beauty. Utility. Harmony. But taking a look at their support portals for dealers, something didn’t match up.
Our Vision:
Reimagine the way Herman Miller thinks about their product content. Build for dealer needs at any stage of the customer journey, not just for the roles they fill.
“Create a system that puts products—and inspiration—first. And reflect the Herman Miller experience in every aspect of the portal.
”
Months of strategy work, including in-depth stakeholder interviews and in the field user research, brought us to several key insights:
Inevitable Design
•Constructs that are intuitive, like familiar retail and commerce experiences
•Consistent tools that make tasks simple
Self (SERVICE)
•Requests fulfilled without support
•Easy contributions to shared knowledge bank
Content Confidence
•One stop shop for brand approved, gold standard content
•A full view of materials for a professional, definitive experience
Expressing Herman Miller
•Creative, inspired outputs that live up to the brand promise
•Collections of approved assets supporting sales and marketing
Mobile Centric
•A new, more efficient way to work powered by modern tech
•Content and sales tools accessible wherever, whenever they’re needed
Single View of Customer
•Dealers needs are put first
•Place for idea shares between dealers and Herman Miller, boosting relationships
Maintainability
•One platform to maintain instead of several
•Lower infrastructure and overhead
How we solved it:
Digital Strategy
Stakeholder Interviews
On The Ground Customer Observation
Customer Interviews
Visual Design
Technical Design & Implementation
Information Architecture & CD
CMS Training
OUTCOMES:
“A portal that is as aspirational as it is functional. Dealers love it. Herman Miller loves it. And we love that we could help Herman Miller reimagine their portal—and their relationship with their dealers.”