Internal Service Portal Responsive Design.
E-commerce
Role
User Experience Designer
Tools
Figma Usertesting.coZoom
Quantum Metics
Deliverables
Mockups/Prototypes
User testing
Digital Analytics
Presentation
Blinds.com offers measurement and installation services for their customer’s custom blinds experience.
Problem
How might we enhance functionality to improve reporting?
Currently, in the event that a measure technician measures additional windows than what the customer had originally ordered, our internal users (Design Consultants/Customer Service Rep/Measure & Install) would need to manually cancel the customer’s original order, then place a new order to add products for the additional windows measured during the technician’s visit.
Solution
A light lift solution for development was formed, so we…
→ Implemented a solution that is concurrent with the internal users existing mental model.
→ Included additional steps to provide users with a way to solve for the flagged order.
→ Providing an additional Call-to Action on existing service details step. This is a place where our internal users take action on existing orders.
→ Providing users all the details from their Service Providers Measurement visit and reflecting the change order details back into Autobahn once updated.
Impact
→ Saving the business thousands of dollars that were being paid to Design Consultant in commission for onboarding “new” orders.
→ Conceptualize and deploy enhanced product features for Measure and Install services which results a decrease in man hours by 73%.
→ Improved process and experience for both the CEC and external customers.
→ Won’t need to cancel entire orders to add new line items, shortening the time to fulfillment lifecycle.
→ Increased accuracy for reporting and payments for our Service Providers, which would decrease return trips for windows not on the original PO.
A prototype to visually tell the story
→ Two entry points to this experience: Internal tools Autobahn & Measure and Install.
→ UI Changes: Once a user lands on the Measure and Install details page, a new CTA will appear. This CTA will prompt users to add products to the windows that measure technician added during their visit.
→ Once additional products have been added to the additional measurements, Autobahn & Service Provider App need data updated.
→ Change order note will be updated with newly added products from null to products; Amount will be updated in the payment section.
Customer Journey Map
Taking a deep dive into the customer journey allowed for further empathizing with the customer and internal teams on the process of setting up and completing a measure and install service.
Total Touchpoints:
→ 36 touch points for ideal path.
→ 42 touch points for delayed measure/installation scheduling.
→ 54 total days from order creation to installation job is completion.
Total Touchpoints by Type:
→ 6 total calls
→ 15 - 17 possible emails
→ 10 - 12 possible text message notifications
→ 2 In-Home touch points
User Flow
Depending on the type of internal user, they will enter this experience from different starting points. We wanted to ensure that adding this additional feature was clear to users and would not be confused with a pre-existing action that they would typically see at this step.
Testing Insights
A total of five participants were interviewed: Two design consultants, two customer service reps, and one internal team member from the measure and install team.
Takeaways
→ Not all features are going to focus on the priorities of the user. This project was very much guided by the wants and needs of the business.
→ I learned that the internal users who would typically be using this feature currently operate outside of this product in its current state to get their jobs done. This feature improves the cancelation rate, but opened my eyes to other problem areas in the product as well.
→ Data migration. Before implementing this feature, the Service Provider App and Autobahn did not transfer change order information that may have been saved in one system and updated in another. With that being said, I learned a lot about Firebase, SQL, and how web hooks can help ensure that pertinent information is being transferred bi-laterally in the appropriate areas when an update has been made.
→ Handoff. The development team I worked with was unfamiliar with Figma and how to navigate it to find the updates that had been made. Working closely with these developers not only improved my front-end accruement, but also taught them not to be afraid of the prominent design tool of today.