Customizing Order Management
Streamlining internal order fulfillment processes using customization in a legacy system
My Process
I advocate for the Design Thinking process: Empathize, Define, Ideate, Prototype, Test, and Implement.
Confidential*
UX Designer
Figma, Miro, Jira
Client
My Role
Tools
*In cooperation with my terms of employment, client information is omitted. The material here is substituted or modified from the professional work it represents.
Empathize
Understanding the company’s employees
I was a part of the Order Fulfillment teams at our retail company, focused on employee-facing web applications. I collaborated with our research team to understand our users. This included their daily tasks, work environments, general pain points.
Define
The problem: manually searching for orders
We found that employees print out stacks of orders and manually monitor them for complex, unique issues. This led to unnecessary workflows for an organization focused on reducing cost.
Their methods of tracking orders were decentralized, caused inefficiencies, and increased the risk of errors.
Time spent tracking orders
Ideate
Brainstorming solutions
Without judgement or hesitation, we collaborated with stakeholder to ideate solutions. Some ideas were extensions of existing features, while others were new projects altogether.
Considering technical constraints and perceived value, in spite of the interaction cost for “Saved Orders,” it was voted the best solution.
Telling the story
To align with cross-functional parters, and quickly pitch the solution, I created a storyboard of our primary user flow.
Prototype
MVP Designs
Following our design system, and patterns already set in the application, I built out the MVP. With usability testing in mind, I tailored the prototype towards key user tasks.
Test
Survey and usability testing results
To validate our solution, and maximize learned, we applied insights from our usability testing sessions and survey results.
45min
estimated time saved tracking orders per day
5,000+
users accessed in the first week live
63%
users accessed in the first week live
5/8 participants couldn’t identify whose list they were viewing
6/8 preferred manually organizing, instead of search/filters
8/8 expected the ability to add orders from the list page
Design iterations
Based on the survey and usability testing results, these were some on the updates I made to the design.
Outcome
Reviews for Saved Orders
Overall this was my favorite change [our client] has had in my entire time here and I cannot stress enough how useful it is.
– Retail User
Saved Orders is one of the best features they've come up with in OMA. It's making our job easier.
– Sales Consultant
Please don't ever take [it] away! It has been so helpful.
– Corporate
Next Steps
With unlimited time and resources, I had many ideas of what Saved Orders could turn into. The research pointed out some interesting opportunities, including higher effort ideas like assigning and notifications.