Order Fulfilling & Customer Service System
Case Study
The Project
Since the client used different systems to manage the inventory, accounting, orders, and the website, I was asked to produce an integrated system that would consolidate the various systems and maximize the efficiency of their use.
In this project, I was asked to focus on the process of collecting orders from the main warehouse and managing customer service.
My roles
Design
UX/UI
Prototyping
The Challenge
Connecting the various systems to one combined and cohesive interface with a uniform appearance, making sure not to compromise on functionality.
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Learning the different systems separately, took unnecessary time for the employees
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Gaps were formed in the data between the systems
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Additional supervision of the processes was required to prevent mistakes
The Solution
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The first step was an in-depth understanding of the brief, understanding of how the customer envisions the final product result and how it would serve the growth of the company. Together with the client, we characterized the needs of the project with brainstorming sessions in which additional ideas were raised to achieve an optimized and characterized system functionality.
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I learned the different systems and how they work. What were the system creators' solutions for the company's needs and how were they used to integrate.
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Understanding how the employees use the systems, interviews with an on-site review of methodologies and best practices.
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After the consolidation, the next step is to review the process and understand the development needs
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The Design process, and prototyping
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At this point, there was already a deeper understanding of how the system should look and behave. The design united the various functions into a homogeneous process
In Addition
Another example of one of the processes I worked on was reducing logistical gaps in delivering orders to branches
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The baseline was that a pick-up was the preferred form of delivery for most customers, thanks to the store's many branches.
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Fulfilling the order (delivery or Pick-up) was made in the main branch.
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There were some technical issues with some of the items, on the distributor part, which delayed the release of the order.
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Extended waiting time on orders, during seasonal holidays.
While In some cases, copies of the book existed in other branches, so to save time they ordered a copy if it was possible, But it was not the best solution, for all orders.
My solution was to create an additional interface between the order and the collection branch.
In order to reduce the response time to the customer, we added an option where the system detects if all the items are available at the pick-up branch.
If so, an added option appeared, to transfer the fulfillment of the order directly to the pick-up branch.
The result was reduced process time, in some cases to only a few hours, so the customer can collect his order even on the same day.
