Redefining Logistics & Distribution
Crafting and executing a long-term transformation of a largely analog business into a major player in the digital era.
Client
Kwanza Tukule
Industry
B2B Sales and Distribution
Services Offered
View App
Introduction
Kwanza Tukule means “First, Let's Eat” in Swahili. It is a cashless B2B business that uses technology to ensure accessible, affordable, and nutritious food for people working and living in low-income areas in Kenya.
The Challenge
To design and build a robust Sales & Distribution solution that automates and streamlines key business processes, ensuring seamless transactions and efficient delivery of essential food and basic household products to small and medium vendors across Kenya.
Our Approach
We conducted extensive research using a multifaceted approach that included in-depth interviews and ethnographic studies to uncover the intricacies of Kwanza Tukule's daily activities, challenges, and opportunities for improvement.
Observation
We observed staff performing daily tasks to uncover workflow insights, pinpointing bottlenecks and pain points affecting operational efficiency.
Ethnographic Studies
"Day In The Life" sessions with staff revealed the intricacies of their roles and working dynamics through observed interactions and daily duties.
In-Depth Interviews
This allowed us to gather insights into experiences, challenges, and identifying areas for improvement.
Service Blueprinting
We mapped all touch points and activities for service delivery, both physical and digital, to identify and address problems and streamline workflows for improved efficiency.
The Outputs
Our analysis of Kwanza Tukule's operations revealed a range of strategic recommendations aimed at enhancing the customer experience. These insights form the basis for a streamlined, enjoyable, and ultimately fulfilling journey for Kwanza Tukule's clientele..
1. Research Report
The research report provided insights into prevalent issues discovered during the research process. These findings highlight potential solutions derived from interviews and day-in-the-life studies, paving the way for actionable strategies aimed at enhancing customer experiences.
2. Service Blueprint
Our service blueprints provide practical guidance for enhancing touchpoints and activities, facilitating a more seamless and rewarding customer experience.
3. App Design
We designed an interface that was shopper-friendly and easy to navigate. This was achieved by creating simple and clear user journeys. The aesthetics reflect Kwanza Tukule’s brand style and values.
Key Outcomes
App downloads by customers.
Increase in field sales.
Optimized logistics and faster service delivery.
Enhanced customer experience.
“Marathon displayed an acute understanding of our business goals and challenges. Their team conducted a thorough analysis, proposed innovative strategies, and executed with efficacy, consistently surpassing our expectations. The impact has been tangible, and I commend them for their professionalism and responsiveness throughout the project lifecycle.”