Customers would like to know where their order is in the order to delivery process to make it easier for them to do business with the client
The order to delivery process encompasses the process and pain points of production lines, inventory management, and transport logistics; all while trying to keep the customer happy and ensure a delightful customer experience.
To investigate the process, remote interviews were conducted with members of the customer support team, sales force, inventory production team, and logistics team. Contextual inquiries were performed with the logistics team.
Customers were also interviewed remotely. Over 25 individuals were interviewed to define the problem space and identify potential solutions. The order to delivery process is quite complex with multiple moving parts.
Customer Support Team:
Inventory Production Team:
The stakeholders were gathered to participate in an ideation workshop.
The goal was to reframe the problem statement. The original problem statement centered on the customer and improving their experience.
The reframed statement centered the customer support team to make it more efficient for them to answer the inbound customer questions and improve the customer’s ordering experience.
The results of the research were presented to reinforce the reframed problem statement.
As the UX Researcher, I developed the discussion guide and conducted the majority of the remote interviews with the users involved in the order to delivery process.
To prepare for the Ideation Workshop, I created the personas and empathy maps. I worked with the Service Designer to create the journey maps for the workshop.
To provide some context and build some empathy, I created a 6 panel comic demonstrating one of the pain points for the users.