Digital Commerce – Digitizing B2B commerce in India 2 & 3

Introduction:In 2024, the Government of India focused on promoting digital B2B commerce in tier 2 and 3 regions with the goal of creating a reliable platform where buyers and sellers could efficiently transact in a digitized manner.

Key Insight:B2B transactions in these regions heavily rely on trusted local agents and aggregators. Small retailers struggle with the lack of support from larger brands, yet local alternatives provide better understanding and service, offering superior margins and credit options.

Action Plan:Our role involved assisting the client’s team in conducting user ethnographic market research while crafting user personas. The project was woven into three phases: ideation through workshops, on-ground research for insight validation, and a disruption workshop to co-create a service design blueprint. This included training local agents to act as digital commerce influencers.

Impact:

The project resulted in the creation of detailed user personas and identified seven core focus areas for enhancement. It laid the groundwork for a robust approach to elevate B2B digital commerce in tier 2 and 3 regions, supporting local economic growth