Successfully Replacing A Legacy System In One Of The Largest Diamond Grading Labs In The World

Case Study

Successfully Replacing A Legacy System In One Of The Largest Diamond Grading Labs In The World

Date:

January. 16, 20

Ensuring that a new technology solution was adopted successfully into the Diamond Grading Labs globally by implementing change techniques to enable success.

De Beers, the world’s largest diamond company with over 150 years of history, starting in mining and making its way more and more into the high-end luxury retail market. Part of their diversification was to increase business in their diamond grading business called the International Institute of Diamond Grading and Research (IIDGR).

To do this, the company was experiencing an uptick in demand for its diamond grading services in their grading labs in India and Belgium. The technology team was given a budget to cover six months to upgrade in the technology platform that their diamond graders were using to record the grades of each diamond to meet the increasing requests.

It was recognized that the first step in increasing throughput for the grading lab was to create a more user-centric interface.

The founder of Eleven Consulting, Nishadi, recognized that one major issue was the potential rejection of the change from a system that had been used by old fashioned, non technology focused graders for many years.

For a growing business, this would result in a backlog within the labs as demand was growing, and in turn, erode the service level offering to the clients.

Our Solution:

  • Recorded usage sessions with the graders in the labs to understand their click patterns
  • Using techniques and click analysis, the most utilized features were grouped to make them more accessible
  • Using the help of a User Experience Consultant, a new diamond grading screen was incorporated into the legacy platform
  • Engaging a group of end-user ‘champions’ to help in the design of the new user interface, and encouraging them to gain feedback from their peers on the existing system
  • These users were then engaged in User Acceptance testing
  • Before release, videos of the new system were played in the cafeteria of the grading labs to help the full population of graders understand the upcoming change
  • Finally, after release, feedback questionnaires were placed at each grading station, with a promise to roll back all changes if any features were rejected

The result:

The new grading system was successfully implemented into the grading labs in both Antwerp and Surat. Grading throughput was increased by 20% based on the intuitive user interface reducing diamond grading times from 8 mins to 6 mins.

This was attributed to the innovative new user-centric design and its successful integration into the grading process.