Orders - eCommerce panel
Orders - eCommerce panel
Orders - eCommerce panel
Orders - eCommerce panel
Simplifying the daily activities for more than 5.000 store managers.
Simplifying the daily activities for more than 5.000 store managers.
Simplifying the daily activities for more than 5.000 store managers.
Duration
Duration
Duration
3 months
3 months
Team
Team
Team
Product Owner, Tech Lead, 3 Full-Stack Developers, UX/UI Designer
Product Owner, Tech Lead, 3 Full-Stack Developers, UX/UI Designer
My role
My role
My role
UX Research, UX Writing, UX Strategy, UI Design.
UX Research, UX Writing, UX Strategy, UI Design.
Context
Context
Context
Tray Corp is a Brazilian eCommerce company.
The business empowers high-complexity operations of eCommerce and supplies all the necessities to keep its business online. Therefore, the customers have access to an Administration Panel.
The panel is a web application that receives around 100.000 visits per week, which 55.000 are on the Orders page, which represents approximately 55% of the total visits.
Tray Corp is a Brazilian eCommerce company.
The business empowers high-complexity operations of eCommerce and supplies all the necessities to keep its business online. Therefore, the customers have access to an Administration Panel.
The panel is a web application that receives around 100.000 visits per week, which 55.000 are on the Orders page, which represents approximately 55% of the total visits.
Problem
Problem
Problem
Since the Orders page is the most accessed page, one of the team's biggest goals is to keep it simple and user-friendly. However, this was not the feedback we were getting from the data.
People were reporting a lot of usability problems and the analytics was reporting some bad indicators, therefore we have decided to propose solutions.
Since the Orders page is the most accessed page, one of the team's biggest goals is to keep it simple and user-friendly. However, this was not the feedback we were getting from the data.
People were reporting a lot of usability problems and the analytics was reporting some bad indicators, therefore we have decided to propose solutions.
Objective
Objective
Objective
Research, strategize, and redesign the page, with a focus on increasing the following metrics:
Research, strategize, and redesign the page, with a focus on increasing the following metrics:
User's satisfaction
User's satisfaction
User's satisfaction
3,5
3,5
Customer Effort Score
Customer Effort Score
Customer Effort Score
4,6 / 7
4,6 / 7
Page give up
Page give up
Page give up
1 click for every 34 was for using the old version of the page.
Research
Research
Approach
Approach
Approach
To gain a comprehensive understanding of the situation, we have chosen to undertake a comprehensive research process that incorporates various methodologies to gather as much information as possible. This includes:
User interviews;
User satisfaction assessments;
Surveys;
Heatmap analysis;
Observation of recorded user sessions;
Usability analysis.
To gain a comprehensive understanding of the situation, we have chosen to undertake a comprehensive research process that incorporates various methodologies to gather as much information as possible. This includes:
User interviews;
User satisfaction assessments;
Surveys;
Heatmap analysis;
Observation of recorded user sessions;
Usability analysis.
Outputs
Outputs
Outputs
Our research showed that users who manage high volumes of orders need to be highly productive, able to perform actions with ease, have control over the tools, and receive clear feedback to ensure optimal performance. However, the results of our research revealed several issues, including:
User dissatisfaction;
Significant effort required to filter on order list;
High abandonment rate for the new layout;
Difficulty locating certain features;
Page not meeting user needs.
Based on research, we understood that not just one or two changes will solve the problems, but the whole design.
Our research showed that users who manage high volumes of orders need to be highly productive, able to perform actions with ease, have control over the tools, and receive clear feedback to ensure optimal performance. However, the results of our research revealed several issues, including:
User dissatisfaction;
Significant effort required to filter on order list;
High abandonment rate for the new layout;
Difficulty locating certain features;
Page not meeting user needs.
Based on research, we understood that not just one or two changes will solve the problems, but the whole design.
Strategy
Strategy
Goals
Goals
Goals
Reduce the cognitive load;
Increase productivity;
Increase personalization;
Empower the user.
Reduce the cognitive load;
Increase productivity;
Increase personalization;
Empower the user.
Page structure
Page structure
Page structure
Mapping the structure of the page, it was possible to notice some logical problems, some points were not clear, and were actually, confusing.
Mapping the structure of the page, it was possible to notice some logical problems, some points were not clear, and were actually, confusing.
Problems
Problems
Problems
Financial information exposed all the time;
Too many different information;
Less than a half of the Orders page was actually showing the Orders;
Confused content hierarchy.
Financial information exposed all the time;
Too many different information;
Less than a half of the Orders page was actually showing the Orders;
Confused content hierarchy.
Proposal
Proposal
Proposal
Our goal was to simplify the user experience by clearly identifying the page, organizing key actions, and displaying more orders with less scrolling.
Recognizing the sensitive nature of financial information, we followed the lead of financial software providers by allowing users to hide their financial data. This way, they can maintain control over the level of visibility and security they prefer.
Our goal was to simplify the user experience by clearly identifying the page, organizing key actions, and displaying more orders with less scrolling.
Recognizing the sensitive nature of financial information, we followed the lead of financial software providers by allowing users to hide their financial data. This way, they can maintain control over the level of visibility and security they prefer.
Making the user experience even simpler
Making the user experience even simpler
Making the user experience even simpler
We have implemented several improvements to the platform, including:
A new, more user-friendly date picker
A quick action button in the order list, allowing users to manage their orders with fewer clicks
A convenient "resume" button, providing key information at a glance without the need to open a new tab. These changes are aimed at reducing cognitive load, making the platform more organized, and streamlining the main actions.
We have implemented several improvements to the platform, including:
A new, more user-friendly date picker
A quick action button in the order list, allowing users to manage their orders with fewer clicks
A convenient "resume" button, providing key information at a glance without the need to open a new tab. These changes are aimed at reducing cognitive load, making the platform more organized, and streamlining the main actions.
Usability Tests
Usability Tests
Qualitative tests
Qualitative tests
Qualitative tests
The first test was applied by individual meetings, I scheduled 5 tests and invited the PO to take notes.
The intention was to measure the new features' usability, understand if the new structure of the page was clear and see if the users could complete basic actions with ease.
The first test was applied by individual meetings, I scheduled 5 tests and invited the PO to take notes.
The intention was to measure the new features' usability, understand if the new structure of the page was clear and see if the users could complete basic actions with ease.
Testers
Testers
Testers
5
5
Problems encountered
Problems encountered
Problems encountered
10
10
The users had a similar behaviour, some tasks was completed with extremaly ease but others with difficulty.
In the recordings, we could see where the page was not clear and where the users was having trouble to complete the tasks.
So, we made some changes and applied a new test.
The users had a similar behaviour, some tasks was completed with extremaly ease but others with difficulty.
In the recordings, we could see where the page was not clear and where the users was having trouble to complete the tasks.
So, we made some changes and applied a new test.
Quantitative tests
Quantitative tests
Quantitative tests
The second one, was applied after a feel changes in the prototype based on the first test feedbacks, but this time, I used a software platform called Maze.
The second one, was applied after a feel changes in the prototype based on the first test feedbacks, but this time, I used a software platform called Maze.
Testers
Testers
Testers
78
78
Problems encountered
Problems encountered
Problems encountered
5
5
Despite the number of participants, the number of problems found in the quantitive tests was very low and they had a low impact in the user experience, overall the results were excellent.
Despite the number of participants, the number of problems found in the quantitive tests was very low and they had a low impact in the user experience, overall the results were excellent.
Final adjustments
Final adjustments
Final adjustments
Considering all the feedback and the final results of Maze, together with the developers, we analyzed the information and defined which are the issues we need to solve.
Considering all the feedback and the final results of Maze, together with the developers, we analyzed the information and defined which are the issues we need to solve.
Results
Results
User's Satisfaction
User's Satisfaction
User's Satisfaction
Before
Before
Before
3,5
3,5
After
After
After
4,1
4,1
Customer Effort Score
Customer Effort Score
Customer Effort Score
Before
Before
Before
4,6 / 7
4,6 / 7
After
After
After
5,8 / 7
5,8 / 7
Page give up
Page give up
Page give up
Before
Before
Before
1 click for every 34 was for using the old version of the page.
1 click for every 34 was for using the old version of the page.
After
After
After
1 click for every 178 was for using the old version of the page.
1 click for every 178 was for using the old version of the page.
Impact
Impact
Impact
In conclusion, the improvements resulted in a more user-friendly and efficient experience.
Implementing new features such as the date picker and fast action button has decreased the cognitive load and allowed users to easily manage their orders.
The dedication and collaboration of the team, from design to development, have been instrumental in bringing this project to fruition and making it a success.
In conclusion, the improvements resulted in a more user-friendly and efficient experience.
Implementing new features such as the date picker and fast action button has decreased the cognitive load and allowed users to easily manage their orders.
The dedication and collaboration of the team, from design to development, have been instrumental in bringing this project to fruition and making it a success.
Other works:
Other works:
