From digital debt to future-proof solutions
With an outdated CMS, multiple websites, and limited update capabilities, Backe faced a classic challenge: digital debt. The solution was a modern, scalable platform that makes it easier for customers, partners, and employees to find information and work more efficiently.
Increasing complexity requires greater focus
Backe is one of the country's leading construction companies, operating as a contractor, project developer, and property manager. It is a family-owned business that has grown both organically and through acquisitions. This growth has increased the need for a well-functioning website.
"We had an older solution from 2015, where it was almost impossible to get support or make updates"
says Stein Inge Jærnes, Head of Communications at Backe.
They wanted a digital solution that could work for different types of users in an organization with many locations and user needs. At the same time, the solution had to be organized, intuitive, and efficient, so that users can easily find information, collaborate, and work in a structured way without creating chaos or inefficiency. Simply put, a tidy and functional platform. A solution that both allows for growth and is easy for customers, contractors, subcontractors, and other stakeholders to navigate.
In June 2024, Increo and Backe began their collaboration with two intensive workshop days in Trondheim. Backe's digital universe consisted of several websites and domains, which created confusion for employees, customers, and partners alike. The goal of the digitalization was clear: make it easier to navigate backe.no while preserving the flexibility and quality that make Backe, Backe.
Technology
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The challenge: Digital debt and a desire to clean up
Backe is a textbook example of what we call "technical debt." Technical debt occurs when technological systems and solutions become outdated, complex, or difficult to maintain because necessary updates and improvements have been postponed. This can lead to increased costs, inefficiency, and challenges with scaling and innovation. Just like financial debt, technical debt must be "paid off" through modernization and strategic technology choices, and this project was the first installment.
"We had two websites for Backe and Backe Prosjekt, respectively, that weren't working, in addition to many construction site pages. We needed to put a new and more modern solution in place on a modern CMS that we could live with for a long time," explains Jærnes.
- Multiple systems and websites = time-consuming information workflows: It was difficult for partners to find information and the status of a construction project.
- No development: It was impossible to update or get support for the old solution, which made it difficult to innovate.
- Vulnerability: With an outdated standalone (proprietary) web solution, Backe was vulnerable if expertise was lost.
- Scalability: With many different and old systems, it also becomes difficult to drive innovation. It becomes hard to integrate new technology, and you have to spend time updating multiple systems instead of thinking creatively.
- Communication: Communicating projects with different owners and collaborative structures made everyday life difficult for employees.
A particular challenge in this project, which is worth highlighting, is that all construction project managers are tasked with publishing information about site activities to keep neighbors and affected parties updated at all times. This was an exciting UX challenge in the backend.
"We were worried that Increo wouldn't understand our business and the needs of the industry, but they really did a great job of grasping how we operate.", says Jærnes.
In summary, the challenge was to provide Backe with a future-proof web solution that was as tidy and organized as a well-functioning physical construction site, where everyone has the materials and tools they need to get the job done.
The solution: A foundation for growth
At the start of our UX work, we mapped out the challenges faced by partners, visitors, and employees. The goal was to develop user experiences that didn't mirror Backe's internal structure, but instead focused on the users' actual needs and the information they are looking for.
The solution is tailored to current needs, while also being flexible and scalable enough to handle future projects and adapt to new partners and collaboration structures. In this way, the digital platform becomes a tool that simplifies complex processes and ensures effective communication for everyone involved.
Key elements of the design process were
- Business understanding: 2 intense days to get to the bottom of the challenges
- User orientation: Moving away from internal structure to make things easier for partners and customers
- Rapid innovation: Focus on establishing the foundation through an MVP (Minimum Viable Product)
- Futureproof: Digital solutions must be scalable to make it easy to grow and build new things
Over the summer of 2024, we developed a prototype that quickly got the green light. With a focus on an MVP approach, the components were designed and implemented in record time—approximately 2 months.
By starting with an MVP, Backe avoided accumulating new digital debt and secured a solution that can be scaled and further developed. The MVP approach makes it possible to prioritize what is most important first, while ensuring the solution is built to grow with the organization. The website is now an important platform for communication and information sharing, which simplifies daily life and supports Backe's ambitions.
“There are plenty of examples of web projects where the budget completely spirals out of control, and that was something we were afraid could happen, Increo's approach gave us good control.”
We have to give Backe credit for being an engaged partner. They are genuinely interested in working with agile methodology, were on the ball, and saw opportunities to reduce the scope during the process to get exactly what they needed (and nothing superfluous) in their MVP.
Designed for diverse audiences
The platform is developed to meet the unique needs of Backe's many target groups:
- Partners have been given easy access to information about both ongoing and past projects. This makes it easier to evaluate Backe's quality and establish new collaborations.
- For homebuyers it has become easier to find homes for sale, with clear and easily accessible information.
- Neighbors receive real-time updates that provide predictability and build trust.
- Employees have been given effective tools for external communication, which frees up time and streamlines workflows.
Regardless of who the user is, the platform provides a seamless and simplified experience that showcases the opportunities that open up with Backe as a partner and employer.
“The user interface and design have turned out very well. It is easy to navigate the system, and the CMS is simpler to work with.”
Technology that is easy to use
It is important that customers and partners can find their way around and use the solution, but the user experience is just as important for Backe's employees who populate the solution with content. Therefore, usability was also a key factor in the choice of publishing platform (CMS) and the interface the employees work in.
The solution is built using a headless system architecture, meaning the content management (backend/CMS) is separated from where the content is displayed (frontend). This allows content to be created and edited in one place and published across multiple platforms, such as both a website and an app.
For Backe, the choice fell on Umbraco as the CMS and React for the frontend. This gives editors full control over the content and the ability to make local adjustments.
Smart integrations make the job easier
One of Increo's core strengths is our choice of technology, combining "off-the-shelf" products with effective integrations, development, and custom solutions.
At Backe, for example, integration with Mailchimp has made it easier to keep neighbors and other stakeholders updated by sending out automated notifications related to specific construction sites. Filtering tools are also used to make it easy to manage everything from automated newsletters to specific searches, such as "Homes for sale" versus "Homes under construction."
Designed for growth
Backe has a strong drive for execution and a willingness to change. They want to make things happen. Therefore, the solution also had to be scalable to evolve in step with the organization and serve as an advantage in their efforts to establish themselves as industry leaders in every field.
"We are very aware that this is a solution that requires ongoing work, but we have a solid, sensible foundation for further development and business growth", concludes Jærnes.
The platform is designed to be flexible and scalable, with the ability to add new features such as live cameras from construction sites, expanded project data, and improved reporting tools. With a dynamic approach to development, the platform is equipped to meet future needs and support innovation.
Although the platform has launched, the work is far from finished. The collaboration between Backe and Increo continues, and the platform is constantly being developed to meet new needs. We are very excited to see what the future brings.
