x
of electrotechnical products in Poland
with immediate availability
"To introduce a new mobile application that would be an even better channel for effective communication with customers, as well as an intuitive shopping tool, we needed seasoned experts – that's why we decided to partner with Future Mind."
TIM, a long-established leader in the Polish electrotechnics market, made a pivotal move in 2013 by launching its e-commerce platform, which has since become the cornerstone of its business.
With a customer base primarily in B2B, serving professionals working on construction sites and other fast-paced, high-demand environments, TIM recognized the immense value of being accessible right at their customers' fingertips – and knew the existing app required a rebuild due to evolving business circumstances.
The company wanted to create a digital product that would slot right into their customer experience ecosystem – and that's where we came in. We partnered with TIM to conceptualize, design, and develop a product that delivers maximum value to customers of all sizes: a seamless, personalized experience, tailored to B2B users’ unique needs but also delivering the high level of refinement typical for market-leading B2C apps.
TIM recognized the need for an innovative approach and engaged our team early on to leverage our expertise in m-commerce. Together, we initiated a discovery and design phase to define the app’s concept and functionality, while establishing a design framework that would shape future development.
including electricians, construction workers, construction companies, and resellers, with a focus on electrotechnical products. One of its main goals would be to simplify the purchasing process for customers who engage with TIM directly from construction sites, enabling users to easily browse and order products, check shipment statuses, and contact their account managers.
To deliver value and boost users' on-the-job efficiency, the app would need to seamlessly support project operations across the entire electrical supply chain.
We knew we needed to understand their circumstances at a profound level, and just sitting in front of a screen or hearing it second hand wouldn’t cut it. So, we actually observed what pain points TIM’s customers deal with depending on the stage of construction.
We also conducted interviews with real-life representatives of TIM’s four key personas, uncovering valuable insights into their needs, concerns, and opinions on the proposed app features. This deep dive enabled us to map the customer journey for TIM’s personas and develop an initial concept for the app.
We then developed a fresh, modern look and feel for the app, designed new, innovative features based on customer needs, and created a prototype for usability testing with key user personas. Their feedback was invaluable in refining and finalizing the app's functional scope, ensuring it met user needs effectively without wasting resources on unnecessary features.
From a technical perspective, we built native apps for both iOS and Android, leveraging SwiftUI and Jetpack Compose as the core frameworks. The backend, provided by TIM, was based on Magento 2 and microservice architecture and utilized GraphQL for data querying.
To ensure a high level of consistency between the iOS and Android versions, we created a dedicated repository to define unified GraphQL query structures. This approach allowed us to harness the flexibility of GraphQL while preventing discrepancies in the app's logic across platforms.
In line with client preferences, we managed the project using the Project Management Body of Knowledge (PMBOK) framework, maintaining detailed week-by-week budget forecasts to provide ongoing visibility into project burn rate and timeline status.
While the B2C mode follows modern m-commerce best practices, with features like promo codes and product availability lookup, the B2B version offers a suite of advanced functionalities designed to provide significant value to TIM’s business customers at different scales, from individual proprietors to large-scale enterprises.
In particular, the B2B mode simplifies the work of construction site managers who manage procurement across multiple projects. It includes a robust basket and shipment management system, allowing users to select delivery dates and assign authorized recipients, all within a single transaction.
This standout feature is particularly useful for large, pallet-sized shipments common on construction sites, ensuring accuracy and efficiency in the receiving process.
The app also enables users to quickly process complaints and returns, making for a pleasant and streamlined experience even in the case of unforeseen problems arising.
TIM's advanced payment and invoice management system tailored for B2B users is another important feature implemented in the app. Trusted business customers can take advantage of merchant credit, enabling them to defer payments and settle invoices at a more convenient time, rather than at the point of purchase or delivery.
Wholesale customers can also create and share custom price offers with TIM account managers for further negotiation.
To maintain healthy cash flow and prevent fraud, the system automatically blocks accounts with significantly overdue payments.
The barcode scanner enables quick product identification by scanning or manually entering codes, while the cable calculator allows users to customize cable lengths and instantly calculate prices for any cable type and length combination.
The TIM app features a user-friendly, customizable interface, letting users create shortcuts for frequently accessed functions to streamline their workflow. A dedicated section for frequently purchased products makes reordering simple, while an integrated complaints section provides an easy way to report issues. Users can also favorite products by category or producer, ensuring quick access to preferred items.
Additionally, we ensured that the interface complies with Omnibus regulations, guaranteeing transparent pricing and clear communication for promotions and discounts, adhering to legal standards for both B2B and B2C transactions.
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