Post-Order Servicing: Fix Order Creation Experience

As the company expanded into business and group order markets, internal teams faced friction in resolving post-purchase issues. Fixing orders required switching between two separate tools; slowing down response times and increasing the cognitive load on experienced agents. With ongoing system migrations and a new design system rollout, this was a strategic opportunity to consolidate workflows and improve operational efficiency.

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COntext & Problem

The order-fulfillment operations team managed thousands of transactions per day across multiple product categories. Their workflow was hindered by:

  • Complex, multi-step processes with manual hand-offs
  • High error and re-work rates
  • Lack of scalable, consistent components across tools
DESIGN OBJECTIVE

Create an end-to-end internal workflow tool that reduces effort, errors, and training time while aligning with a scalable, device-agnostic design system.

pROCESS oVERVIEW

I structured the redesign in three phases:

  • Discovery: stakeholder & associate interviews, system audit, error-data review
  • Design: wireframes, flows, mobile/desktop prototypes, component library integration
  • Rollout & Iteration: phased launch, usability testing, metric-tracking, refinements

Key Findings

01

Associates spent ~45% of their shift on manual order corrections or hand-offs.

02

Mobile usage among on-the-floor associates was 30% of total interactions but poorly supported by the legacy tool.

03

Lack of shared components and inconsistent UI increased training burden and error rates.

Design Challenge: How might we streamline the workflow and build reusable components across the product suite?

uSERFLOW & INTERACTIONS

wORKFLOW rEDESIGN

  • Reduced number of steps by 35% through elimination of redundant hand-offs
  • Built a repeat order feature enabling quicker operations

Design System & UI Implementation

Leveraging a scalable design system, I defined a library of components: order cards, navigation patterns.

SoLution Highlights

  • Single tool integration: Reviewers no longer switch platforms as everything happens within the Satisfaction tool.
  • Guided fix flow: Step by step process reduces cognitive load and supports less experienced users, leading to an 18% drop in training time for new associates.
  • Design system integration: Ensures accessibility, scalability, and consistency across touchpoints.

Before

After