GS1 Australia (GS1) is the leading provider of supply chain standards and solutions for over 25 industry sectors. The company introduced barcoding to Australia in 1979 and today enables more than 22,000 member companies, of all sizes, to become more efficient by implementing the GS1 system.
MyGS1 is their online membership portal that went live for its members in 2017. MyGS1 has approximately 25,000 users across its member companies.
Over the years since the portal’s inception, the product backlog had grown exponentially with enhancements and features that GS1 wanted to provide for its members. They were finding it more and more difficult to deliver the product backlog due to the native capabilities of the platform the portal was built upon, and the specialist skillset required to maintain and customise. Even minor content changes required a technical capability well beyond that of the marketing and support teams responsible for updating them.
GS1 needed a more robust and scalable platform to deliver an improved customer experience for its members.
After looking at the membership portal through the customer experience lens, GS1 identified that the customer journey had become disjointed due to the addition of new features over the years – it was clear the user experience needed an overhaul to provide better usability and increase adoption.