OMS
Product Design / 10.04.2021
Description.
Katapult Commerce OMS is the first end-to-end solution that rethinks the entire order handling experience in the digital channel, optimizes fulfillment and maximizes the efficiency of their delivery operation.
Katapult Commerce eliminates the complexity and high costs of creating and operating the digital channel for supermarkets.
Challenge:
Redesign the product to make it self-manageable and usable
ROLE:
Product Designer Lead
Research
We found that tickets were increasing significantly in 4 main modules from 10 to 50 a week, we wondered what we could do to prevent so many tickets from being created? this would help users understand the use of each module.
Our platform has 3 differentiators:
- End-to-end solution
- The high level of parametrization and customization.
- Cost of the platform in the context of the competition.
Discovery.
With insights from some of the company’s key stakeholders we enriched our view of how customers perceived the product, what improvements we could make, and how we connected the KPIS and Metrics to the strategy.
We wanted to know where the pain points were in the three modules of our end-to-end solution, so after defining the roadmap, we started with 2nd module. (Fulfillment)
Analysis.
Data showed a reduction in the delivered orders placed from E-commerce which directly affected the conversion rate.
We define KPIS and then came up with some ideas to improve fulfillment metrics.
On Time
Percentage of orders arriving on time to the customer as a result of product improvements.
GMV
Total money sold by companies through our product.
After having interviewed and done usability tests we had some conclusions:
– The product is not intuitive.
– The information architecture is confusing.
– The labels are not clear
– The relevant information is missing in the tables.
– The time to complete a task is very long.
Validate.
After the sessions to identify the main pain points in the product, where there were several assumptions and insights we moved on to analyze how users use the system in real life and this we obtained through data.
Our first step was to validate the hypothesis provided by interviewees about which modules required minimal configuration to go into production. This hypothesis was confirmed and inspired us to document in detail the configurations of each module and their usage rates, which also helped us to prioritize them.
Exploring Solutions.
We noticed that the main problem was the lack of guidance on how to configure the main modules to have his store online as quickly as possible, partly because of the complex navigation.
In addition, each module was composed of data tables, and the information distributed there had many usability flaws that were found in all the modules.
The main problems we wanted to solve were:
• Optimizing order management to reduce delivery times
• Go into production as soon as possible
• Reduce tickets generated by customers
• Integrate a new framework that allows for customization.
💡 The idea
• Improve functionally and visually table components.
• Create an Onboarding for the user to follow a series of steps and go to production with a minimum of configured modules.
This new feature for OMS Manager simulates the path to configure which modules are relevant to go into production.
One very common action that users needed was to view customer data without having to go to another menu tab. In addition to the handy actions that were now available directly from the order module, we created the drop-down function within the tables.
A pressing concern for some users is the management of the CMS. That’s why in the new Admin instead of embedding the previous framework we have a module with customization of the entire interface with contextual messages that appear when necessary.
