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Optimised Order Management System

SERVICE DESIGN  |  SYSTEM DESIGN   |  FACILITATION  | CO-CREATION 

Client:

Sustainable Nutrition Company

Industry:

Consumer Products

Duration:

2 months

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My Role in the Project:

  • Competitor Research, User Research, Business Analysis

  • Gathering Team Requirements, Business/User requirements

  • Analysing Business Value and Impact

  • Service Design, System Design

  • Design workshop facilitation

C.S.I.A.T.D section

Challenge

How might we streamline the Order Management process for the internal employees so that they can manage the volume of emails efficiently, track the progress of the customer orders and answer customer queries in record time?

Stakeholders

  • Order Management Specialists

  • External Customers

  • Sales team

  • Customer Service team

  • Shipping & Warehouse teams

Insights

  • Manual review and assignment of incoming emails takes extra 30-60 mins per day, cumulatively taking weeks to correctly redirect the emails to the right teams.

  • Due to technological inefficiency, internal teams have to enter purchase orders manually into the data system, increasing effort and time

  • Internal & external user complaints include lack of transparency and visibility in monitoring customer requests and customer orders.

  • Too many processes and people involved, that required constant manual involvement from the internal teams

Approach

  • Facilitating IBM Garage workshop and qualitative user interviews to understand the existing process, pain points and stakeholder needs.

  • As-is design blueprint to map their current order management process and derive insights.

  • Collaboration with the client team to align on insights and identify points of business value creation and technological interventions which will inform the future Order Management journey.

  • Co-creation with the team through quick workshops that enabled active participation and ownership towards the solution

Deliverables

  • As-is Journey maps to outline the existing user experience both internally and externally. This helped the team to understand and analyse the gaps in processes.

  • Business opportunity canvas to track the business value, impact and delivery model, and visualise outcomes effectively

  • Developed a high-level performance framework through the design artefact- ‘Golden Thread’ that framed a high-level future vision for the client. This artefact also aligned the stakeholders towards a shared narrative and facilitated their buy-in to the overall strategy, goals and business values effectively

Solution

  • Automating inbound email management and Purchase Order entries

  • Customer feedback system

  • Streamlined pricing request process for teams

  • Intuitive and flexible Open Order Dashboard / portal for internal users to track, advise and analyse orders, queries and feedback

  • Regular notifications and reminders sent to both internal teams and customers (via emails) to inform the users every step of the way.

  • Long term objective -a customer portal to help the customers track their orders (self-service), use live-chat, submit queries and provide feedback

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