CASE STUDY
Product Team as a Service: Efficiency and Positive Impact on UX and Business
Areas
Product Trio (Product Manager, Designer, Developer). Dual Track Agile. Design research. Investigación de usuario. Data-driven journeys. Orientación a outcomes e impacto. Metodologías ágiles
We collaborated with Holaluz as a Product Team as a Service with the aim of improving the customer onboarding process by providing personalized solutions based on a prior analysis of the Customer Journey. To achieve this, we integrated a self-managed and multidisciplinary team of Runroom specialists into Holaluz's staff.
The results demonstrated an increase in efficiency, an improvement in user experience, and a positive impact on their business and culture.
Holaluz is a Spanish company committed to the energy transition and the use of renewable energies to protect the planet. With the purpose of personalizing rates and offering a new energy model, it has managed to meet its customers' needs and expand in the market. In a previous project, we collaborated with them in analyzing and identifying opportunities in their Customer Journey, focusing on after-sales service and the onboarding process for new customers. This collaboration resulted in an actionable roadmap with numerous ideas to improve the user experience.
“The adoption of the Product Team as a Service offering, together with an initial research project and the Continuous Discovery process, drove the innovation and success achieved. With a competent and autonomous team supported by the service, the team was able to explore opportunities, adapt to the market, and make informed decisions. The flexibility and scalability of the service were key to continuously improving, exceeding expectations, and achieving outstanding results in the market. Jorge Agúndez, Product Owner, Runroom”
Processes and Challenges
The implementation of the Product Team as a Service required a learning curve and adaptation to Holaluz's product and company. The multidisciplinary team from Runroom, consisting of a Product Owner, designer, front-end, and back-end, worked autonomously but was perfectly integrated into Holaluz's processes and structure. During the process, we conducted Continuous Discovery to uncover new needs and improve the proposed solutions. This allowed us to thoroughly analyze the user funnel and ensure our solutions were tailored to their specific needs.
Results
The Product Team as a Service at Holaluz had tangible and measurable impacts on the onboarding process and team performance. Some of the highlighted results include:
- Reduction in implementation time: thanks to the team's efficiency and value delivery capability, a significant reduction in the time required to implement new initiatives was achieved.
- Research and testing: a significant number of user interviews and guerrilla testing were conducted to obtain relevant and valuable information for the continuous improvement of the onboarding process.
- High quality in delivery: the Runroom team demonstrated a high level of competence and quality in delivering solutions, which generated trust and satisfaction in Holaluz.
- Cultural fit: The close collaboration between Runroom and Holaluz allowed for knowledge transfer and best practices, strengthening the relationship and improving the overall functioning of the team.
“Offering this outsourcing model, with a dedicated internal product team, has been key to taking our results to another level in this project. By fully integrating with the Holaluz team and sharing the working methodology, we have achieved smooth and efficient collaboration that has driven the project’s success. The importance of working together and providing an integrated experience has been fundamental to achieving outstanding results at Holaluz. Bea Cardona, Business Consultant & Business Development, Runroom”
In addition to these results related to the Product Team as a Service, notable business achievements were obtained, including:
- Improvement of the overall onboarding process experience.
- Reduction in new customer activation time by 30%.
- Decrease in rejections during the sign-up process by 50%.
- Reduction in operational costs of the onboarding process.
The Product Team as a Service approach implemented at Holaluz proved effective in achieving the defined results, which exceeded expectations. The close collaboration, Continuous Discovery, and knowledge transfer allowed for tangible and beneficial results for both users and the business.
We are proud to have been part of this project and to contribute to Holaluz's growth and success in its mission to create a greener planet.
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