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Global Order Visibility
Simplified order visibility for BizOps and Sales
65,000

Agents, Support & Sales teams across the globe using the system

10 Million

Avg. monthly search volumes helping us discover the app experience

28

System integrations defining the adoption in the client ecosystem

Introduction

GOV is designed to mitigate high risk and high impact to orders booked by customers through various channels and ensure high predictability on order delivery and fulfilling rich customer experience.

Challenge

To enable the users to identify and release order holds in realtime. Design a view to correlate and establish data dependencies to take correction action.



Model design usability in the system to handle myriad of filters & search criteria from different user personas in large volumes to run their bizops.

-Establish 2 to 3 click approach for call to action

-Navigating complex features in a single dashboard

-Deliver insights to users to perform their actions

Perceive
Getting into the shoes of Bizops

We partnered with in-house tech teams for an ice-breaker session with our customer. We spent time understanding their bizops, data dependencies, workgroup dependencies in the organization. Learnt few things about the performance issues in their current system.



Our design senses, pushed us to group, structure & modularize every element of the discussion to create context on the problem statement & dependencies. What came-out as an outcome was magical!



- Personas acting on the system (Sales executive, Sales manager, Agents and admin)

- Entire flow of an order process

- User experience for multi-search features by categorizing 42 filters to 10 groups.

- Management of workflows created for order holds

- Micro views of order delay stages

- Simplified solution for workforce orchestration

- Real-time insights required by the stakeholders

Perceive
Getting into the shoes of Bizops

We partnered with in-house tech teams for an ice-breaker session with our customer. We spent time understanding their bizops, data dependencies, workgroup dependencies in the organization. Learnt few things about the performance issues in their current system.



Our design senses, pushed us to group, structure & modularize every element of the discussion to create context on the problem statement & dependencies. What came-out as an outcome was magical!



- Personas acting on the system (Sales executive, Sales manager, Agents and admin)

- Entire flow of an order process

- User experience for multi-search features by categorizing 42 filters to 10 groups.

- Management of workflows created for order holds

- Micro views of order delay stages

- Simplified solution for workforce orchestration

- Real-time insights required by the stakeholders

42+

Search attributes simplified iteratively for an amazimg search experience

Output

Our discovery phase helped us to move from the concept stage to visualization. Though the transactions volume were high with multiple user types, we were able to nail the components required for the design iteration stages.
Adapt
Effortless tracking and visualisation of an order

Our design component definition, enabled us to socialize the first visual draft of the application for review with the user community. Iterations of data sets, workflow dependencies, user scenarios, workgroup priorities were done progressively.



Output

All the parties involved had the same expectation on the outcome of the work.

Adapt
Effortless tracking and visualisation of an order

Our design component definition, enabled us to socialize the first visual draft of the application for review with the user community. Iterations of data sets, workflow dependencies, user scenarios, workgroup priorities were done progressively.



Output

All the parties involved had the same expectation on the outcome of the work.

Compact & efficient search functionality

Categorization of the search modules based on a Regular search, Workflow search and Distress order search with a simple dropdown model. This categorization with the added smart multi-search capability makes finding an order a breeze.
Short story of an entire order flow

Entire flow of an order from booking to dispatching in a slider tray format, gave a clear insight on the order journey to help order prediction. The ability to navigate to the hold and workflow actions from respective orders irrespective of single or tie order, reduces the amount of clicks to remediate a hiccup on the flow.
Information abstracted in schematic form

Insights and reports visualised in efficient graphic representation. Viewing the data by region and country wise distribution helps the decision making faster for sales.
Smart sorting of data

Interactive sorting of the search result data makes the decision makers focus on actionable items rather than, wasting time on horizontal scrolling across the 144 columns to perform an action. Smart grouping of filters based on user context decreased the latency to take an action on an issue from 50 sec to 23 sec.
Design

Designing a data heavy platform with global teams as users, come with a lot of restrictions. But the Adapt stage of our process along with the atomic design method, helped us to come up with a design language that fits all.
Evolve
An improved UX solution

Heat map analysis was conducted on the design prototypes to understand the success rate of the UX strategies we applied. Staying in touch and continuous engagement with the customers made the entire ideation and design flow seamless which resulted in a product which customer wanted and love.


Evolve
An improved UX solution

Heat map analysis was conducted on the design prototypes to understand the success rate of the UX strategies we applied. Staying in touch and continuous engagement with the customers made the entire ideation and design flow seamless which resulted in a product which customer wanted and love.

3 click

Optimized CTA design from 15 click operation

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