Redesign of mars customer order portal

---

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-

• Users find it difficult to complete the task of placing an order.
• Users like to place orders from previous orders.
• Users leave the out-of-stock product and don’t add alternate products
• Unable to reach customer service.

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

1. Reorder - Users find it difficult to reorder the items that they have ordered before. App doesn’t have easier way to reorder or order from the previous orders.
2. No proper feedback - Users were not given proper feedback of what is going on in the system to help take the action.
3. No way to contact customer support - When Users had trouble, there is no way to contact the customer support or details given in the portal.
4. No way to contact customer support - When Users had trouble, there is no way to contact the customer support or details given in the portal.
5. Cluttered UI - No proper categorization or segregation of information.
    

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.