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PROJECT DATE: 2010 AGENCY: RAZORFISH The Assignment: To create a compelling, relevant, and highly competitive digital experience for Dell’s rela… Read More
PROJECT DATE: 2010 AGENCY: RAZORFISH The Assignment: To create a compelling, relevant, and highly competitive digital experience for Dell’s relationship customers. Hand the Customer the Keys: Samantha drives everything—what she researches and where, and her GRO tools are always there for her. Right place + right stuff + right time: Dell pushes specific content to her in the Resources section of the My Premier ‘dashbar’ based on what pages she’s viewed and actions she’s taking. Browsing is improved by putting the key Premier features, including top standard configs, at her fingertips inside the ‘dashbar’. Have mutually profitable conversations: The right Dell expert is available to collaborate with Samantha about this high-value solution, and help her exactly when she needs help. Eventually, the conversation drives the sale of a training service and sets up the larger solution sale. Put the premium back in Premier: Throughout, her My Premier dashbar is available, branded as an extra high-value add-on to her Dell experience. Read Less
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Use Case Scenario:
PERSONA: Samantha, an IT director at a large manufacturing firm, shops for (and configures) a virtualization solution. As she researches, she collaborates seamlessly with her Dell team and her co-workers. There is no separation between Dell.com and “Premier” — it’s all one seamless experience.
RESEARCH
Samantha is researching a data center virtualization solution on dell.com. Based on a cookie, weknow that she is a Premier customer, so the P-bar (personalization) displays special Premier branding, and the new 'Dashbar' appears at the bottom of the browser chrome.
INRODUCING THE DASHBAR
At the bottom of the screen, locked to the browser (and always visible), the Premier Dashbar offers quick access to frequently-used tools, contextual resources, and collaboration.
CUSTOMIZATION
The Premier Dashbar allows IT decision makers to access all the features of Dell.com that they need to make informed buying decisions, while also providing them access to B2B Premier functionality. The Dashbar and overallsite view can be customized as needed by Premier users, by customer-side Premier admins, and by My Dell Team members.
EFFORTLESS COLLABORATION
Samantha decides she wants to get some advice from her My Dell Team. She clicks Collaborate on the Premier Dashbar.
AUTHENTICATION
Because the Collaborate feature requires full authentication, Samantha is asked to log in. She chooses to
authenticate using facial recognition.
COLLABORATE VIEW
Now that she is logged in, Samantha’s Dashbar expands to show the Collaborate view. Users can opt to collaborate with members of their Dell Team, with colleagues on their organization’s Premier account, or both.

Communication can be real-time or asynchronous, to accommodate busy schedules. The function of these modules follows the 'Mobile First' approach to easily integrate into a mobile app.
MY DELL TEAM
Samantha sees that Miguel, a Solutions Architect on her My Dell Team, is online. She moves her mouse over Miguel’sprofile, then clicks to open a chat with him.


LIVE CHAT INITIATED
A chat window slides up from the Dashbar and fuctions just like any other instant messaging tool. 
SHARING
In response to Samantha’s question, Miguel drops into their conversation a link to a virtualization case study. Conversations can also span multiple days and be saved for future reference.
RESOURCES
The Resources area initially populates with content relevant to the user’s browse path (Samantha's site research). During a chat conversation,links and other resources that users share are added to the Resources area.
QUICK VIEW LINKS
Miguel also suggests VMware training for Samantha’s staff. Samantha can hover over the training link for more information and even add it to her cart.
MULTI-CHAT
Samantha adds her colleague, Frank, to the conversation and asks if he wants to take the course.
ONE CLICK TO PURCHASE
Frank agrees and Samantha purchases 2 seats for her staff. She simply returns to the link in her Chat conversation or Resources module to add the training to her Cart. Also see Quick Shop >
COLLABORATION PURCHASE COMPLETE
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