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Desktop GIF with screens from Legacy Portal

Client portal for order status.

In an effort to alleviate time and resources from customer service staff, I built a customer-facing portal where clients can check in on the status of orders.

role

  • UX/UI Design
  • Product Strategy

team

  • Design
    Becca Lisoski
  • Founder
    Jacob Wexler
  • Engineering
    Chris Campbell
    Ricardo Fleury

timeline

  • Aug 2020 - Oct 2020
    3 months

toolkit

  • Figma
  • HTML / CSS
  • Wordpress
  • Post-its
  • Sharpies

business overview

Legacy engineers, manufactures and tests acoustical sealing systems with an emphasis on advanced design and custom solutions.

problem

Customers are inundating the sales team by calling and requesting information that we have in our system. This is causing the sales team to miss opportunities for growing the business and it increases customer frustrations.

goals

To bridge the gap between customers and the account management system by creating an online portal that gives customers the ability to:

- Log on and access customer files
- Browse current and past orders
- Track shipments
- Download invoices, packing slips, + drawings

stakeholder interviews

INSIGHTS
I conducted several interviews with the founder, Jacob, and the sales team to drive alignment on this project. These interviews aimed to raise important questions, concerns, and ensure that we could define what success would look like in the product.

requirements gathering

WISHLIST

Create a customer / distributor portal to provide information on orders and accounts.

Goal

Relieve Sales team from orders based calls and provide transparency for customers.

concerns

How much money will this development cost? Will the information provided confuse or inform customers?

tools

Figma, FileMaker, Jira, a lot of post-its and a team of developers.

design principles

Principles that establish synchrony across design decisions for Legacy
We champion design transparency and information accessibility.

Users should never have to guess a single detail about our products. We want our customers to have easy access to detailed information about their projects. Our resources make our products stronger than our competitors
Pioneering innovation by problem-solving.

Our products are developed in response to customer demand. We listen to our users through our personal approach to solving project-based issues and iterate based on evidenced feedback.
Control the process every step of the way.​

We offer fully integrated solutions ensuring quality and consistency throughout the entire lifecycle of our products. We are the source, supplier, and distributor for our clients, and our design functions in the same manner.

primary user research

Process

The first step in my process was to work with our sales team to gather the information that our customers request. The sales team speaks to customers every day on the phone or in the field, they are constantly working through complex questions and know exactly how to answer the customers’ needs.

Questions

When placing an order, what are all the pieces of information you need to provide a quote?

What kinds of questions do customers typically ask you about the product?

Do customers ask for specific documentation?

Discovery

The initial interviews resulted in gathering a ton more questions that the customers are typically asking of the sales team every day on the phone.

The most common questions asked were:

Where is my order?
What is my tracking number?
How much for list price vs. my price?
What is my discount?
Who is a distributor for your company?
How can I place my order?
What address is this shipping to?
Have I been invoiced?

user sorting

INSIGHTS
Legacy's clients came from different industries, companies, and company sizes. This portal was best suited for distributors and frequent bulk purchasing.

personas

INSIGHTS
Based on user research, I created 4 personas that outlined the potential users for the portal. The common pain points educated our decision to focus this platform on providing transparency of customers' orders. Dylan, a customer service representative from a distribution company was found to be the key user.
PersonaPersona, Alex

journey map

INSIGHTS
Customers are unsatisfied and annoyed by the current order flow. There are multiple ways that a platform can enhance their experience.

KEY DECISIONS
Unfortunately, the constraints on this project set forth by the stakeholders dictate that only a few features will be implemented in the near future.

competitor analysis

INSIGHTS
The industry is significantly behind on providing customers with a clean, user-friendly way to keep track of their orders. competitors across the board either did not have customer portals or did not provide them with sufficient transparency tools.

user flow

REFLECTIONS
This needed to be a simple flow for the first iteration to stay on budget.​
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KEY DECISIONS
I needed to remove the ability to edit your order details directly from the portal.

desktop sketches

REFLECTIONS
Sketches always surprise me with how much value they bring to the project. They provide a space for conceptualizing features that are less obvious but equally important, such as the need for a back button.

mobile sketches

REFLECTIONS
Sketches always surprise me with how much value they bring to the project. They provide a space for conceptualizing features that are less obvious but equally important, such as the need for a back button.

testing options

KEY DECISIONS
Option 3 tested the best of the three options. The key insight that we gathered after showing users, was the customers confused their PO number with Order number. Customers also wanted to see status at a glance and the status chip was well-recieved.

mobile screens

success metrics

lessons

KEY TAKEAWAYS:
This project in particular allowed me to automate a manual process that caused a bottleneck in the entire flow of business. In doing so, I gained the ability to strip a problem down quickly, identify and implement a solution that was very successful.