Richard Ivey School of Business – Ivey Publishing E-Commerce Site Redesign
The Situation
Ivey Publishing, an extension of the Richard Ivey School of Business, is a world leader in business case production and distribution. Its website, iveycases.com, is its primary promotion and sales channel to its worldwide audience.
However, within the past few years, the majority of the organization’s business has transitioned from print to online, with 90 per cent of its customers opting for digital files, and the existing technology infrastructure wasn’t able to meet the growing demand.
Faced with a shift in client behaviour and a desire to grow the company, Ivey Publishing called on Delvinia to redesign its site to make it easier for customers to find what they want and more convenient to order materials. Ivey Publishing needed an infrastructure where customers could better self-serve and Ivey staff could automate and streamline current processes.
The Solution
To achieve Ivey Publishing’s objective, Delvinia conducted interviews with internal stakeholders and customers from around the world to better understand the needs, attitudes and behaviours of each group. Based on these insights, we developed customer profiles which shaped the website strategy and design activities.
To ensure the successful design and implementation of a technology solution that would support Ivey Publishing’s growth and meet its user experience, Delvinia collaborated with Affinity Systems on the technological aspects of the project.
Together we engaged the end users throughout the lifecycle of the project to ensure we were moving in the right direction. Adopting a customer-centric approach created a sense of ownership among Ivey Publishing’s customers and internal stakeholders.
The Results
By engaging the best-of-breeds in both the customer experience and technology worlds, Ivey Publishing has developed a robust system that meets the needs of its internal and external stakeholders.
The redesigned site provides greater choice in the ways customers can shop for products, an express order section offers convenience to existing clients, and a faceted search function allows for continual refinement of search results based on a number of criteria, such as product category and product type.
The Evolution
In March 2011, the Richard Ivey School of Business selected Delvinia as the institution’s preferred vendor for web development for the next three years. In addition to being selected as a preferred vendor, Delvinia continues to work with various stakeholders at Ivey.
