As a leader in the health and beauty space, Aveda is growing rapidly. Today, it's a $500 million business, and in the next 3-5 years it will likely be a billion dollar business. In order to accommodate such rapid growth, though, the company needed to be able to efficiently scale its backend B2B system, which in many ways was still stuck in the early 2000s.
In Partnership with Four51, Echidna conducted extensive user research and leveraged the insights to design a brand new system for Aveda's sales team, customer service representatives, and salon owners. The result is an omnichannel B2B solution that looks great, functions intuitively, and allows digital self-service to replace the antiquated phone/fax/email system that Aveda's customer service reps had been putting up with for years.