The Customer Order Service Portal Redesign aims to enhance the user experience of our existing order management system, streamlining the process for customers to place and manage their orders. This redesign seeks to improve usability, efficiency, and customer satisfaction, ultimately driving increased engagement and loyalty. I delivered a complete set of designs, a design system, and worked with the PMs, and engineers to build a product.
The Customer portal had a complicated complex menu structure, making it difficult to find essential sections for placing and managing orders. Lack of Order Tracking, Ability to reach Customer service, Lengthy and confusing forms, and complicated account management which frustrated the users while trying to maintain the account.
User Research
The first step of the process is an in-depth analysis of the application. I wanted to understand the functionalities, overall architecture, and navigation. Through the analysis, I was able to identify some clear usability issues and pain points. I listed all of them to validate them after my user research.
Understanding the users:
I started my user research by conducting user interviews with 7 users, which vary from small to large corp. business users. Tested the usability of the app by conducting Usability Testing
Some key insights from the interview-
Defining the Problem
After analyzing and identifying the pain points through user research, I defined the pain point the users had trouble with.
Pain points
Ideation and Paper Prototyping
UX workshop
Conducted a UX workshop with the stakeholders to come up with a paper prototype compiling all the feedback, insights, and pain points listed above and grouped similar ones. This helped me brainstorm and develop potential ideas and gave me a clearer view of what was important to users while keeping in mind business goals and objectives.
UX Suggestions and the Redesign
1.Save order as Template
This feature allows the user to save the order as a template that can be used later to reorder or customize the order when needed. It solves the problem of not allowing the user to reorder or not able to save the frequent products or set of products they order.
2. Notifications and feedback
Prompt notifications are given to the user to let them know what is happening with the system or what is preventing them to complete the tasks in order to successfully complete them.
Features and information like when the order is eligible for full truck and qualification for discounts.
3.Customer Service Page
The dedicated Contact Us page is included in the portal with FAQs, contact us form to reach customer service and the information of the service representative provided.
4.Home page
Home page includes recent orders that help users to see the recent orders and search functionality to search products by category. Categorization of information.
5.Alternate product recommendation
When the product is out of stock alternate product recommendations are provided which likely would increase sales and other recommendations like similar products or bundles and frequently bought together.
Validation Testing
To validate the app, I tested the prototype with the users with the same tasks and users were able to overcome the pain points that they faced with the previous version of the application.
The time taken to complete the task was reduced by 40% and users loved all the new features.
The application went live and the sales increased and the business is very happy with the outcome and ready to continue investing in the application.
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