Background
During my time at Look Listen, I helped integrate service design methods into digital strategy and website transformation work. One of our partners, Arrow Electronics, engaged our team to relaunch a new service offering that brought together multiple business capabilities to help companies recover value from aging or obsolete technology.
During my time at Look Listen, I helped integrate service design methods into digital strategy and website transformation work. One of our partners, Arrow Electronics, engaged our team to relaunch a new service offering that brought together multiple business capabilities to help companies recover value from aging or obsolete technology.
What began as a website redesign quickly became a broader service design challenge. As we researched the initiative, we realized the team needed to clarify not only how the service should be communicated online, but also what the end-to-end service experience should be for customers, internal teams, and partners.
Challenge
Many organizations need secure, sustainable, and cost-effective ways to dispose of outdated technology and obsolete IT assets, including PCs, desktops, printers, servers, hard drives, and other equipment. However, the process can be difficult to navigate. Multiple stakeholders — from executives and procurement leaders to IT specialists and operations teams — may be involved, and they are often unsure who to coordinate with, what steps to follow, or how to protect company data and intellectual property throughout the process.
Many organizations need secure, sustainable, and cost-effective ways to dispose of outdated technology and obsolete IT assets, including PCs, desktops, printers, servers, hard drives, and other equipment. However, the process can be difficult to navigate. Multiple stakeholders — from executives and procurement leaders to IT specialists and operations teams — may be involved, and they are often unsure who to coordinate with, what steps to follow, or how to protect company data and intellectual property throughout the process.
At the same time, many IT asset disposition providers lacked clarity in communicating their value, capabilities, and differentiation. This created an opportunity for Arrow to more clearly define and communicate a service experience built around trust, security, sustainability, and scalability.
Framing the problem
This raised a central question:
How might we design a digital and service experience that helps companies understand, trust, and act on a secure, sustainable, and scalable approach to IT asset disposition?
This raised a central question:
How might we design a digital and service experience that helps companies understand, trust, and act on a secure, sustainable, and scalable approach to IT asset disposition?
Project Collaborators
I collaborated with an internal Look Listen team that included UX researchers/designers, a visual designer, a content designer, a design director, and developers. We partnered closely with Arrow stakeholders across marketing, project leadership, sales, ITAD coordination, and internal operations.
I collaborated with an internal Look Listen team that included UX researchers/designers, a visual designer, a content designer, a design director, and developers. We partnered closely with Arrow stakeholders across marketing, project leadership, sales, ITAD coordination, and internal operations.
My ROle, APPROACH, & RESPONSIBILITIES
•Facilitated discovery sessions to align stakeholders around the service opportunity, customer needs, and business goals.
•Supported SME interviews, mixed-methods research, and competitive research to understand the ITAD landscape, customer expectations, and operational complexity.
•Synthesized research findings into customer needs, pain points, opportunity areas, and service principles.
•Created service design deliverables that connected customer insights to website strategy, service positioning, and operational considerations.
•Helped develop personas, journey maps, and a service blueprint to clarify the end-to-end experience across customers, internal teams, and partners.
•Coordinated with creative, UX, content, and development teams to manage priorities, timelines, deliverables, and launch readiness.
•Supported business and product alignment sessions to prioritize service value, clarify messaging, and assess what needed to be in place for launch.
•Facilitated discovery sessions to align stakeholders around the service opportunity, customer needs, and business goals.
•Supported SME interviews, mixed-methods research, and competitive research to understand the ITAD landscape, customer expectations, and operational complexity.
•Synthesized research findings into customer needs, pain points, opportunity areas, and service principles.
•Created service design deliverables that connected customer insights to website strategy, service positioning, and operational considerations.
•Helped develop personas, journey maps, and a service blueprint to clarify the end-to-end experience across customers, internal teams, and partners.
•Coordinated with creative, UX, content, and development teams to manage priorities, timelines, deliverables, and launch readiness.
•Supported business and product alignment sessions to prioritize service value, clarify messaging, and assess what needed to be in place for launch.
OutPut & Results
•SME interviews, mixed-methods research, and competitive research helped the team understand how people, processes, technologies, and partners interacted across the ITAD service lifecycle.
•Personas clarified the different stakeholders involved in IT asset disposition and revealed opportunities for clearer content, service messaging, trust-building, and partnership value.
•Journey mapping identified pain points and opportunities across the existing ITAD experience, helping Arrow prioritize the moments that mattered most to customers.
•Service blueprinting helped align Arrow and the Look Listen team around a North Star service model that connected customer needs, business goals, backstage processes, internal tools, and third-party systems.
•Website strategy and launch support translated the service model into clearer digital messaging and content that emphasized Arrow’s core value around sustainability, security, and scalability.
•SME interviews, mixed-methods research, and competitive research helped the team understand how people, processes, technologies, and partners interacted across the ITAD service lifecycle.
•Personas clarified the different stakeholders involved in IT asset disposition and revealed opportunities for clearer content, service messaging, trust-building, and partnership value.
•Journey mapping identified pain points and opportunities across the existing ITAD experience, helping Arrow prioritize the moments that mattered most to customers.
•Service blueprinting helped align Arrow and the Look Listen team around a North Star service model that connected customer needs, business goals, backstage processes, internal tools, and third-party systems.
•Website strategy and launch support translated the service model into clearer digital messaging and content that emphasized Arrow’s core value around sustainability, security, and scalability.
OUTCome
The work produced a clearer service model and digital foundation for Arrow’s IT asset disposition offering. Rather than simply launching a new website, the team helped Arrow define how the service should be understood, communicated, and supported across the customer journey.
The work produced a clearer service model and digital foundation for Arrow’s IT asset disposition offering. Rather than simply launching a new website, the team helped Arrow define how the service should be understood, communicated, and supported across the customer journey.
The final experience helped position Arrow around three core value pillars — Sustainability, Security, and Scalability — giving customers a clearer reason to engage and helping Arrow tailor its offering to companies of different sizes, needs, and locations.
