2023
Integrated Sales & Purchase Order System
A UX Case Study in Enhancing Post-Sale Visibility Through Process Optimization.
UX
Case Study
Overview
This project was undertaken at PG Paper INC under an NDA, so I'm unable to share specific details. However, I can discuss the process and general outcomes. The primary objective was to improve the post-sale order visibility experience for our customers. This involved addressing challenges related to transparency, communication, and efficiency in our existing sales and procurement processes.
Role: Product Designer in the team!
The Backstory:
Imagine a company where sales, finance, procurement, and logistics teams felt like they were working in separate silos. Orders got lost in a sea of paperwork, approvals took forever, and everyone was constantly chasing updates. Customers were frustrated, suppliers were confused, and internal teams were drowning in manual tasks. It was a mess, and it was hurting business.
The Challenge:
The big question was: how do we transform this chaotic system into something smooth, efficient, and transparent? How do we connect the dots between all these teams and give everyone the information they need, when they need it? And most importantly, how do we make life easier for our customers and suppliers?
Problem & Challenges
Increase in time spent on writing reviews & feedbacks
Understanding the People:
We started by talking to the people who were living this problem every day:
Sales reps were tired of apologizing to customers for delays and struggling to track order statuses.
Finance folks were overwhelmed with manual checks and constantly worried about missed payments and compliance issues.
Procurement teams felt blind, unable to see if payments were confirmed before placing orders.
Logistics was dealing with constant fire drills due to communication breakdowns with suppliers.
And of course, customers and suppliers were left in the dark, unsure of where their orders stood.
We realized this wasn't just a process problem; it was a people problem.
Identified Pain Points:
Complex Sales Process: The existing sales process involved numerous steps, approvals, and documentation, leading to potential delays and confusion.
Lack of Real-Time Information: Customers lacked visibility into their order status, leading to increased inquiries.
Inefficient Communication: The process relied heavily on manual communication, resulting in delays and potential errors.
Multiple Transaction Stages: The system involved numerous transaction stages, making it difficult to track orders and identify bottlenecks.
Design Solution
We decided to build a smart, connected system powered by AI & Salesforce. Think of it as a digital conductor, bringing harmony to the entire process. Here's what we did:
We created a central hub (using Salesforce) where everyone could see the same information in real-time.
We used AI to automate tedious tasks like calculating prices, checking compliance, and routing approvals.
We built dashboards that gave teams instant visibility into order statuses, payments, and shipments.
We created online portals for customers and suppliers, so they could easily track orders and get updates.
We gave AI the job of catching compliance issues, before they became big problems.
Key Features:
Real-Time Order Tracking:
A centralized dashboard displaying order status, shipment progress, and estimated delivery time.
Integrated with logistics providers for live updates.
Used Fitts’ Law to optimize button placement for key actions.
AI-Powered Predictive Insights:
Machine learning models analyzing historical data to forecast potential delays.
Automated risk alerts for proactive issue resolution.
Automated Notifications & Alerts:
Email and SMS notifications for key order milestones (shipment dispatched, customs clearance, delivery confirmed).
Internal alerts for finance and sales teams to follow up on pending payments.
Applied Miller’s Law by keeping notifications concise and digestible.
Customizable Reporting & Analytics:
Interactive data visualization tools for sales and logistics teams.
Custom filters to analyze order performance, delivery patterns, and customer feedback.
Used Gestalt principles to improve data grouping and readability.
Seamless Integration with Salesforce:
Single sign-on access within Salesforce for easy adoption.
Data synchronization across CRM, ERP, and logistics tools.
Results & Impact
Results & Impact
Solutions:
Streamlined Communication: Implemented automated notifications and real-time tracking to keep customers informed.
Centralized Dashboard: Developed an order status dashboard to provide a clear overview of all orders.
Improved Information Architecture: Organized order information into clear and logical sections.
Enhanced Visual Design: Used visual cues and progress indicators to provide a clear overview of the order status.
Further Steps Down the Road:
1. Enhancing AI Models for Accurate Delivery Predictions
We successfully implemented machine learning models that analyze historical data to forecast delays.
The AI models improved prediction accuracy by 25%, reducing unforeseen delays in delivery.
Next, we plan to integrate real-time weather and geopolitical event data for even more precise forecasting.
2. Expanding Supplier-Side Order Visibility
We extended the dashboard to include real-time supplier updates, reducing uncertainty in procurement.
This led to a 15% improvement in supplier communication and faster resolution of order discrepancies.
Future enhancements include supplier performance analytics to optimize sourcing decisions.
3. Introducing Chatbot-Assisted Order Tracking
We developed a chatbot within Salesforce that provides instant order updates to customers and internal teams.
This chatbot reduced support tickets related to order inquiries by 35%.
Plans are in place to integrate voice-assisted AI for hands-free tracking updates.
4. Optimizing Dashboard Layout Using Progressive Disclosure
Implemented progressive disclosure to hide non-essential details until needed, reducing cognitive overload.
Usability tests showed a 20% improvement in task completion time and user satisfaction scores.
We are now refining UI elements based on heatmap data to further streamline interactions.
5. Exploring Additional AI-Driven Business Solutions
To continue enhancing business processes, we are also considering:
Expense Management Automation: Reducing the manual workload associated with financial processes.
Freight Monitoring & Predictive Reporting: Improving tracking accuracy and forecasting trends.
HS Code Database Integration: Creating a centralized system for seamless document management.
Paper GPT: Developing an AI-driven tool for quick access to company knowledge and decision-making support.
Automated Holiday Booking System: Simplifying and streamlining leave requests and approvals.
The results were amazing:
Sales reps could finally focus on building relationships with customers, instead of chasing paperwork.
Finance teams could breathe easier, knowing that compliance checks were automated and payments were tracked.
Procurement teams could make informed decisions, knowing the payment status upfront.
Logistics could work more efficiently, with clear communication and real-time updates.
Customers and suppliers felt valued, because they were kept in the loop every step of the way.
People were happier, and the business was more efficient.
Key Learnings:
This project wasn't just about technology; it was about people. By understanding their needs and using technology to solve their problems, we created a system that made everyone's lives easier. We learned that:
Empathy is essential: Understanding the user's pain points is crucial for designing effective solutions.
AI can be a powerful ally: Automating tasks and providing real-time insights can significantly improve efficiency.
Communication is key: Connecting teams and providing transparency builds trust and collaboration.
A good user experience is good for business.
Other Projects
2023
Integrated Sales & Purchase Order System
A UX Case Study in Enhancing Post-Sale Visibility Through Process Optimization.
UX
Case Study
Overview
This project was undertaken at PG Paper INC under an NDA, so I'm unable to share specific details. However, I can discuss the process and general outcomes. The primary objective was to improve the post-sale order visibility experience for our customers. This involved addressing challenges related to transparency, communication, and efficiency in our existing sales and procurement processes.
Role: Product Designer in the team!
The Backstory:
Imagine a company where sales, finance, procurement, and logistics teams felt like they were working in separate silos. Orders got lost in a sea of paperwork, approvals took forever, and everyone was constantly chasing updates. Customers were frustrated, suppliers were confused, and internal teams were drowning in manual tasks. It was a mess, and it was hurting business.
The Challenge:
The big question was: how do we transform this chaotic system into something smooth, efficient, and transparent? How do we connect the dots between all these teams and give everyone the information they need, when they need it? And most importantly, how do we make life easier for our customers and suppliers?
Problem & Challenges
Increase in time spent on writing reviews & feedbacks
Understanding the People:
We started by talking to the people who were living this problem every day:
Sales reps were tired of apologizing to customers for delays and struggling to track order statuses.
Finance folks were overwhelmed with manual checks and constantly worried about missed payments and compliance issues.
Procurement teams felt blind, unable to see if payments were confirmed before placing orders.
Logistics was dealing with constant fire drills due to communication breakdowns with suppliers.
And of course, customers and suppliers were left in the dark, unsure of where their orders stood.
We realized this wasn't just a process problem; it was a people problem.
Identified Pain Points:
Complex Sales Process: The existing sales process involved numerous steps, approvals, and documentation, leading to potential delays and confusion.
Lack of Real-Time Information: Customers lacked visibility into their order status, leading to increased inquiries.
Inefficient Communication: The process relied heavily on manual communication, resulting in delays and potential errors.
Multiple Transaction Stages: The system involved numerous transaction stages, making it difficult to track orders and identify bottlenecks.
Design Solution
We decided to build a smart, connected system powered by AI & Salesforce. Think of it as a digital conductor, bringing harmony to the entire process. Here's what we did:
We created a central hub (using Salesforce) where everyone could see the same information in real-time.
We used AI to automate tedious tasks like calculating prices, checking compliance, and routing approvals.
We built dashboards that gave teams instant visibility into order statuses, payments, and shipments.
We created online portals for customers and suppliers, so they could easily track orders and get updates.
We gave AI the job of catching compliance issues, before they became big problems.
Key Features:
Real-Time Order Tracking:
A centralized dashboard displaying order status, shipment progress, and estimated delivery time.
Integrated with logistics providers for live updates.
Used Fitts’ Law to optimize button placement for key actions.
AI-Powered Predictive Insights:
Machine learning models analyzing historical data to forecast potential delays.
Automated risk alerts for proactive issue resolution.
Automated Notifications & Alerts:
Email and SMS notifications for key order milestones (shipment dispatched, customs clearance, delivery confirmed).
Internal alerts for finance and sales teams to follow up on pending payments.
Applied Miller’s Law by keeping notifications concise and digestible.
Customizable Reporting & Analytics:
Interactive data visualization tools for sales and logistics teams.
Custom filters to analyze order performance, delivery patterns, and customer feedback.
Used Gestalt principles to improve data grouping and readability.
Seamless Integration with Salesforce:
Single sign-on access within Salesforce for easy adoption.
Data synchronization across CRM, ERP, and logistics tools.
Results & Impact
Solutions:
Streamlined Communication: Implemented automated notifications and real-time tracking to keep customers informed.
Centralized Dashboard: Developed an order status dashboard to provide a clear overview of all orders.
Improved Information Architecture: Organized order information into clear and logical sections.
Enhanced Visual Design: Used visual cues and progress indicators to provide a clear overview of the order status.
Further Steps Down the Road:
1. Enhancing AI Models for Accurate Delivery Predictions
We successfully implemented machine learning models that analyze historical data to forecast delays.
The AI models improved prediction accuracy by 25%, reducing unforeseen delays in delivery.
Next, we plan to integrate real-time weather and geopolitical event data for even more precise forecasting.
2. Expanding Supplier-Side Order Visibility
We extended the dashboard to include real-time supplier updates, reducing uncertainty in procurement.
This led to a 15% improvement in supplier communication and faster resolution of order discrepancies.
Future enhancements include supplier performance analytics to optimize sourcing decisions.
3. Introducing Chatbot-Assisted Order Tracking
We developed a chatbot within Salesforce that provides instant order updates to customers and internal teams.
This chatbot reduced support tickets related to order inquiries by 35%.
Plans are in place to integrate voice-assisted AI for hands-free tracking updates.
4. Optimizing Dashboard Layout Using Progressive Disclosure
Implemented progressive disclosure to hide non-essential details until needed, reducing cognitive overload.
Usability tests showed a 20% improvement in task completion time and user satisfaction scores.
We are now refining UI elements based on heatmap data to further streamline interactions.
5. Exploring Additional AI-Driven Business Solutions
To continue enhancing business processes, we are also considering:
Expense Management Automation: Reducing the manual workload associated with financial processes.
Freight Monitoring & Predictive Reporting: Improving tracking accuracy and forecasting trends.
HS Code Database Integration: Creating a centralized system for seamless document management.
Paper GPT: Developing an AI-driven tool for quick access to company knowledge and decision-making support.
Automated Holiday Booking System: Simplifying and streamlining leave requests and approvals.
The results were amazing:
Sales reps could finally focus on building relationships with customers, instead of chasing paperwork.
Finance teams could breathe easier, knowing that compliance checks were automated and payments were tracked.
Procurement teams could make informed decisions, knowing the payment status upfront.
Logistics could work more efficiently, with clear communication and real-time updates.
Customers and suppliers felt valued, because they were kept in the loop every step of the way.
People were happier, and the business was more efficient.
Key Learnings:
This project wasn't just about technology; it was about people. By understanding their needs and using technology to solve their problems, we created a system that made everyone's lives easier. We learned that:
Empathy is essential: Understanding the user's pain points is crucial for designing effective solutions.
AI can be a powerful ally: Automating tasks and providing real-time insights can significantly improve efficiency.
Communication is key: Connecting teams and providing transparency builds trust and collaboration.
A good user experience is good for business.
Other Projects
2023
Integrated Sales & Purchase Order System
A UX Case Study in Enhancing Post-Sale Visibility Through Process Optimization.
UX
Case Study
Overview
This project was undertaken at PG Paper INC under an NDA, so I'm unable to share specific details. However, I can discuss the process and general outcomes. The primary objective was to improve the post-sale order visibility experience for our customers. This involved addressing challenges related to transparency, communication, and efficiency in our existing sales and procurement processes.
Role: Product Designer in the team!
The Backstory:
Imagine a company where sales, finance, procurement, and logistics teams felt like they were working in separate silos. Orders got lost in a sea of paperwork, approvals took forever, and everyone was constantly chasing updates. Customers were frustrated, suppliers were confused, and internal teams were drowning in manual tasks. It was a mess, and it was hurting business.
The Challenge:
The big question was: how do we transform this chaotic system into something smooth, efficient, and transparent? How do we connect the dots between all these teams and give everyone the information they need, when they need it? And most importantly, how do we make life easier for our customers and suppliers?
Problem & Challenges
Increase in time spent on writing reviews & feedbacks
Understanding the People:
We started by talking to the people who were living this problem every day:
Sales reps were tired of apologizing to customers for delays and struggling to track order statuses.
Finance folks were overwhelmed with manual checks and constantly worried about missed payments and compliance issues.
Procurement teams felt blind, unable to see if payments were confirmed before placing orders.
Logistics was dealing with constant fire drills due to communication breakdowns with suppliers.
And of course, customers and suppliers were left in the dark, unsure of where their orders stood.
We realized this wasn't just a process problem; it was a people problem.
Identified Pain Points:
Complex Sales Process: The existing sales process involved numerous steps, approvals, and documentation, leading to potential delays and confusion.
Lack of Real-Time Information: Customers lacked visibility into their order status, leading to increased inquiries.
Inefficient Communication: The process relied heavily on manual communication, resulting in delays and potential errors.
Multiple Transaction Stages: The system involved numerous transaction stages, making it difficult to track orders and identify bottlenecks.
Design Solution
We decided to build a smart, connected system powered by AI & Salesforce. Think of it as a digital conductor, bringing harmony to the entire process. Here's what we did:
We created a central hub (using Salesforce) where everyone could see the same information in real-time.
We used AI to automate tedious tasks like calculating prices, checking compliance, and routing approvals.
We built dashboards that gave teams instant visibility into order statuses, payments, and shipments.
We created online portals for customers and suppliers, so they could easily track orders and get updates.
We gave AI the job of catching compliance issues, before they became big problems.
Key Features:
Real-Time Order Tracking:
A centralized dashboard displaying order status, shipment progress, and estimated delivery time.
Integrated with logistics providers for live updates.
Used Fitts’ Law to optimize button placement for key actions.
AI-Powered Predictive Insights:
Machine learning models analyzing historical data to forecast potential delays.
Automated risk alerts for proactive issue resolution.
Automated Notifications & Alerts:
Email and SMS notifications for key order milestones (shipment dispatched, customs clearance, delivery confirmed).
Internal alerts for finance and sales teams to follow up on pending payments.
Applied Miller’s Law by keeping notifications concise and digestible.
Customizable Reporting & Analytics:
Interactive data visualization tools for sales and logistics teams.
Custom filters to analyze order performance, delivery patterns, and customer feedback.
Used Gestalt principles to improve data grouping and readability.
Seamless Integration with Salesforce:
Single sign-on access within Salesforce for easy adoption.
Data synchronization across CRM, ERP, and logistics tools.
Results & Impact
Solutions:
Streamlined Communication: Implemented automated notifications and real-time tracking to keep customers informed.
Centralized Dashboard: Developed an order status dashboard to provide a clear overview of all orders.
Improved Information Architecture: Organized order information into clear and logical sections.
Enhanced Visual Design: Used visual cues and progress indicators to provide a clear overview of the order status.
Further Steps Down the Road:
1. Enhancing AI Models for Accurate Delivery Predictions
We successfully implemented machine learning models that analyze historical data to forecast delays.
The AI models improved prediction accuracy by 25%, reducing unforeseen delays in delivery.
Next, we plan to integrate real-time weather and geopolitical event data for even more precise forecasting.
2. Expanding Supplier-Side Order Visibility
We extended the dashboard to include real-time supplier updates, reducing uncertainty in procurement.
This led to a 15% improvement in supplier communication and faster resolution of order discrepancies.
Future enhancements include supplier performance analytics to optimize sourcing decisions.
3. Introducing Chatbot-Assisted Order Tracking
We developed a chatbot within Salesforce that provides instant order updates to customers and internal teams.
This chatbot reduced support tickets related to order inquiries by 35%.
Plans are in place to integrate voice-assisted AI for hands-free tracking updates.
4. Optimizing Dashboard Layout Using Progressive Disclosure
Implemented progressive disclosure to hide non-essential details until needed, reducing cognitive overload.
Usability tests showed a 20% improvement in task completion time and user satisfaction scores.
We are now refining UI elements based on heatmap data to further streamline interactions.
5. Exploring Additional AI-Driven Business Solutions
To continue enhancing business processes, we are also considering:
Expense Management Automation: Reducing the manual workload associated with financial processes.
Freight Monitoring & Predictive Reporting: Improving tracking accuracy and forecasting trends.
HS Code Database Integration: Creating a centralized system for seamless document management.
Paper GPT: Developing an AI-driven tool for quick access to company knowledge and decision-making support.
Automated Holiday Booking System: Simplifying and streamlining leave requests and approvals.
The results were amazing:
Sales reps could finally focus on building relationships with customers, instead of chasing paperwork.
Finance teams could breathe easier, knowing that compliance checks were automated and payments were tracked.
Procurement teams could make informed decisions, knowing the payment status upfront.
Logistics could work more efficiently, with clear communication and real-time updates.
Customers and suppliers felt valued, because they were kept in the loop every step of the way.
People were happier, and the business was more efficient.
Key Learnings:
This project wasn't just about technology; it was about people. By understanding their needs and using technology to solve their problems, we created a system that made everyone's lives easier. We learned that:
Empathy is essential: Understanding the user's pain points is crucial for designing effective solutions.
AI can be a powerful ally: Automating tasks and providing real-time insights can significantly improve efficiency.
Communication is key: Connecting teams and providing transparency builds trust and collaboration.
A good user experience is good for business.
Other Projects