Online order registration
Empowering sellers with effortless order registration, real-time tracking, and seamless account management.
Boneh startup, Tehran, Iran.
Problem
1. Having a high number of errors results in unsatisfied customers, using paper order registration.
2. The absence of an online platform for tracking orders and activities by sellers, and customers to access the products of the company.
Deliverable
Conducting interviews, user research, competitive audits, information architecture, ideation, user story & journey map, wireframing, user interface design, rapid prototyping, and conducting usability studies.
Goal
Creating a user-friendly digital platform for Boneh startup that simplifies the order registration process for sellers.
Role & Duration
UX/UI Designer, from March 2021, 8 weeks
Moving from a manual paper process to a dynamic online portal.
Design Strategy
5WH Framework
The 5WH question approach is chosen to address issues and propose feasible solutions for product design.
Why & Where
Discovering
Who
Define
What
Design
How
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Measure
1. Discovering
To gain insight into the project, I conducted interviews with stakeholders and sellers to understand the goals and user needs. With clear information on the product's features and status, I aimed to address the following questions:
Why? Understanding the goal
> Why is this product or feature important?
> What problem are we trying to solve?
> How does this product benefit customers?
> What business opportunities does it create?
> How does it extend the company's mission?
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When & Where? Understanding customer's needs
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> Where do they use this product physically?
At the store and work, In front of the customer.
> How much time do they have?
Sometimes they are busy and under pressure due to the number of orders, they spend about 10 minutes for each order, it should be decreased by at least 5 minutes.
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2. Define
Who? Define the audience & pain points
> What are the categories of users who have significant motivations for using this product?
Sellers, End Customers, Representatives of Company.
> What are the different groups inside this audience that have different needs?
Age, Gender, Location, Occupation, Mobility, etc.
> What are their pain points that we should address through the design?
Based on gathering the insights from the interviews with stakeholders and sellers, I answered this question by creating a Persona, Storyboard, and User story.
Persona
I crafted a provisional persona to encapsulate user insights gathered during research. This persona embodies our target users' needs, goals, and behaviors, fostering empathy and user-centric design.
User story
By crafting user stories that pinpointed user needs and pain points, I drove the creation and implementation of features that addressed these issues, ensuring our website remains an effective tool for success.
As a seller (who), I want a user-friendly order registration system that helps me place orders accurately and quickly (Action) so that I can improve customer satisfaction and loyalty (Benefit). Currently, I face issues with order accuracy which leads to dissatisfied customers and slows down my order processing (Problem). I believe that introducing such a system would reduce errors promote precision, and help me track and monitor orders in real time (Goal). This would improve my ability to manage inventory and fulfill orders efficiently while reinforcing my customers' trust in our business (Benefit).
3. Design
What? Ideas & requirements list
> What could the company build to fulfill the customer's needs?
An online platform or website for customers and sellers with features that address their needs, points, and desires.
Costumer
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Easily find product categorization.
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Access all product information. (color, dimensions, material, ...)
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Have access to the store locator from the product page.
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find store locations.
Seller
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Account customization
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Easily register orders online.
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Track orders.
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Edit or delete orders.
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Monitor account status.
Site map
Wireframing
Paper wireframe:
Leveraging research insights, I crafted paper wireframes, integrating collected data and visuals. Through collaborative brainstorming, we evaluated design options, aligning our choice with user needs and project objectives.
Digital wireframe:
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I crafted digital wireframes to visualize product layouts, main pages, and features. These initial wireframes facilitated team discussions and design refinement, enabling swift iteration to meet user needs. (Selected).
Logo & color style
I designed a logo for the Boneh team and defined colors to evoke comfort, safety, and modernity for users.
Main website pages (for customers)
1. Streamlined product categorization from whole to specific, accompanied by multiple pathways for users to access their intended item.
2. Provided comprehensive product information, with understandable architecture, and UI clues for users, to smooth website navigation.
3. Placed the store locator button prominently on all product pages for easy access, and offered various ways to search for stores for users.
Result:
Seamless product discovery & supply stores for customers.
Ordering flow (for sellers)
Easy online ordering registration, in only 3 steps:
1. Browse through the linear product categories to easily locate and select his desired item.
2. The option to select the color of the fabric for their sofa and cushions, and wood for the feet. Then, enter the customer's name and the number of products. save, and then be able to proceed to the next step.
3. Review the order and make any necessary changes such as editing or deleting it to complete the process. Finally, the option to edit or delete it for up to 3 days on his profile page.
Rapid prototyping
After creating the initial design, I swiftly developed a prototyping model and presented it to stakeholders. Following this, I selected a group of sellers to test the design, ensuring it addressed pain points and met goals. Through iterative stages, I refined the user flow based on feedback from users and stakeholders. This collaborative process and thorough testing led to the final version of our product.
4. Measure
How? Validate solutions & measure success
we would define key metrics (KPIs) and identify benchmarks for measuring success. This would involve tracking:
1. Engagement: how many sellers open their accounts?
2. Task completion time: how long does it take to finish an order registration?
3. Task success rate: how many users finish the order registration process?
4. NPS (Net Promoter Score): measures users' and sellers' satisfaction through their willingness to recommend the other the company's products to others.
Impact
1. Reducing order registration errors by sellers, and enhancing order accuracy in production.
2. Increasing the number of company sales representatives and elevating customer satisfaction.
3. Anticipating increases in sales and return on investment (ROI).
What I learned
1. Founding a meaningful connection between previous knowledge, skills, and work experience in product design, to become a UX designer.
2. Enabling problem-solving from diverse perspectives, productively.
3. Enhancing proficiency in Figma, User flow, UI, and material design through delivering the project.
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