Bharat Petroleum Corporation Limited is an Indian public sector oil and gas company headquartered in Mumbai, Maharashtra. It is India's 2nd largest downstream oil company ranked 275th on Fortune's list of the world's biggest corporations. BPCL has 6 major business units: retail, LPG, Lubes,I&C,Gas and Aviation.

To design a holistic Customer Engagement Platform to leverage relationships with existing customers across BUs enhancing the core customer experience.

1. Primitive mobile experience

2. Inconvenient interactions and path to purchase

3. Manual channel partner operations

We get stakeholders together, discuss the project plan, and gather information related
to the product. This is done through stakeholder interviews and requirement workshops. The brief contains the following information:

a) Description of project – What is project to do? Must-haves and must not

b) Business goals, objectives, and expected outcomes – What an organization expects. What the organization expects to gain from the project. We define what counts as success criteria. For an online banking this might be to increase conversion rates, but other organizations may have less concrete goals such as improving understanding or feedback ratings.

c)Target Users – Who according to the customer is their targeted user along with who should be an ideal user? The depth of this audience information can differ wildly, from everybody to detailed demographic and behavioral breakdowns.

d)Technological constraints – What is the technical framework for the product being built. Are there any specific guidelines that the team must adhere to while designing based on the technology being used? It is also important for the team to understand the entire eco-system in which a product will function.

e) Brand Guidelines - Any requirements to convey existing brand personality, such as tone of voice, logos, use of imagery, and so on.

Insights gathered from users, stakeholders and secondary research the personas for possible target customers

IA is a blueprint of the design structure which can be generated into wireframes and sitemaps of the project. UX designers use them as the basic materials so that they could plan navigation system and keeps evolving throughout the project.