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MedMart's Order Tracking Redesign
2020
UX/UI
Commerce
B2B
Role: UX/UI Designer
Contributions: UX, UI, Interaction Design
Methods:
Interviews, surveys, competitive reviews, usability testing, user flow analysis, rapid prototyping, user testing
Outcomes:
60% decrease in order tracking inquiries
82.1 SUS (System Usability Scale) score increased
89.4 CSAT (Customer Satisfaction) score rose
4.6% reduction in operating costs, and partners saved an average of 10 hours per week
The Backdrop
Our MedMart order tracking system helps us work more efficiently, but it has drawbacks: it is outdated, cumbersome, the data in it is updated manually, and it lacks the necessary functions for partners. We strive to make it more modern and convenient: to give partners access to real-time information, simplify processes and increase their satisfaction. The main challenge is to transform the system in such a way that it meets all the requirements of MedMart and at the same time is user-friendly. It was difficult, but we believed in success.
Discovery
Our research, which included observations, in-depth interviews and analysis of support requests from key partners, helped identify the most acute problems:
One of the main problems was the inability to access up-to-date shipment data. Partners have to search for information on third-party resources, which takes up to 7 minutes per order, or contact the support team, whose response time can reach 22 minutes. This negatively affects the quality of customer service and leads to losses for the business.
Another problem was the lack of timely data updates. The need for manual action to display up-to-date information increased the number of requests to the server. This led to a decrease in the average SUS score to 57 points.
Separate logins for different companies managed by the same partner complicate operations and increase cognitive load.
The lack of common functions for extracting and exporting data complicates data management and makes the process less efficient.
And finally, the complexity of order management. For example, the extra steps when re-ordering add 12 to 20 minutes to the time it takes to complete this task.
Redesign Initiatives
We have carried out a comprehensive update of the MedMart website and the partner section to completely update the user interface and rebuild the data tracking system. Look at how the order tracking system has changed during the redesign process.
Optimization of the order tracking system
We have implemented a one-click order tracking feature on the main dashboard so that users can instantly receive information about the status of their order. This reduced the time to perform this operation to 15-20 seconds, and also reduced the number of user requests related to tracking orders by 60%. This has significantly increased the operational efficiency of our users and their satisfaction with the system.
Real-time updates and flexible data export
To improve the flexibility of data management, we have integrated WebSocket technology, which provides real-time updates. We have also added flexible options for exporting data to multiple formats. This improved the usability of the system, as evidenced by the SUS score, which reached 79.2.
During testing, we left the option of manually updating data on the main page along with automatic updates to meet the preferences of some users, especially the elderly, who prefer to control the data update process.
Reducing the user's workload
We have implemented a single sign-on (SSO) system for partners running multiple companies. This reduced the complexity of interaction and the cognitive load of users, simplified their work when running several companies under the same profile.
Improving the work with data
Improved the user interface for working with data, added dynamic sorting, filtering and a redesigned one-click dates selection. These changes have made data interaction more convenient for partners.
Simplify routine operations
Finally, we simplified some of the routine operations, for example, re-ordering to a few clicks lasting 30-40 seconds, which significantly increased the efficiency of working with the system.
Conclusion
The updates carried out are not just a cosmetic change (although of course it is also). This is a fundamental improvement in the work of partners with the MedMart system. We focused on the needs of our users and successfully completed important business tasks, which will increase our competitiveness in the B2B market of medical products. Undoubtedly, this is just the beginning, but this strategically important improvement is crucial for our future success and growth.
12:33:47 AM
, Philly
Up Next
Up Next
Scroll Down
Up Next
MedMart's Order Tracking Redesign
2020
UX/UI
Commerce
B2B
Role: UX/UI Designer
Contributions: UX, UI, Interaction Design
Methods:
Interviews, surveys, competitive reviews, usability testing, user flow analysis, rapid prototyping, user testing
Outcomes:
60% decrease in order tracking inquiries
82.1 SUS (System Usability Scale) score increased
89.4 CSAT (Customer Satisfaction) score rose
4.6% reduction in operating costs, and partners saved an average of 10 hours per week
The Backdrop
Our MedMart order tracking system helps us work more efficiently, but it has drawbacks: it is outdated, cumbersome, the data in it is updated manually, and it lacks the necessary functions for partners. We strive to make it more modern and convenient: to give partners access to real-time information, simplify processes and increase their satisfaction. The main challenge is to transform the system in such a way that it meets all the requirements of MedMart and at the same time is user-friendly. It was difficult, but we believed in success.
Discovery
Our research, which included observations, in-depth interviews and analysis of support requests from key partners, helped identify the most acute problems:
One of the main problems was the inability to access up-to-date shipment data. Partners have to search for information on third-party resources, which takes up to 7 minutes per order, or contact the support team, whose response time can reach 22 minutes. This negatively affects the quality of customer service and leads to losses for the business.
Another problem was the lack of timely data updates. The need for manual action to display up-to-date information increased the number of requests to the server. This led to a decrease in the average SUS score to 57 points.
Separate logins for different companies managed by the same partner complicate operations and increase cognitive load.
The lack of common functions for extracting and exporting data complicates data management and makes the process less efficient.
And finally, the complexity of order management. For example, the extra steps when re-ordering add 12 to 20 minutes to the time it takes to complete this task.
Redesign Initiatives
We have carried out a comprehensive update of the MedMart website and the partner section to completely update the user interface and rebuild the data tracking system. Look at how the order tracking system has changed during the redesign process.
Optimization of the order tracking system
We have implemented a one-click order tracking feature on the main dashboard so that users can instantly receive information about the status of their order. This reduced the time to perform this operation to 15-20 seconds, and also reduced the number of user requests related to tracking orders by 60%. This has significantly increased the operational efficiency of our users and their satisfaction with the system.
Real-time updates and flexible data export
To improve the flexibility of data management, we have integrated WebSocket technology, which provides real-time updates. We have also added flexible options for exporting data to multiple formats. This improved the usability of the system, as evidenced by the SUS score, which reached 79.2.
During testing, we left the option of manually updating data on the main page along with automatic updates to meet the preferences of some users, especially the elderly, who prefer to control the data update process.
Reducing the user's workload
We have implemented a single sign-on (SSO) system for partners running multiple companies. This reduced the complexity of interaction and the cognitive load of users, simplified their work when running several companies under the same profile.
Improving the work with data
Improved the user interface for working with data, added dynamic sorting, filtering and a redesigned one-click dates selection. These changes have made data interaction more convenient for partners.
Simplify routine operations
Finally, we simplified some of the routine operations, for example, re-ordering to a few clicks lasting 30-40 seconds, which significantly increased the efficiency of working with the system.
Conclusion
The updates carried out are not just a cosmetic change (although of course it is also). This is a fundamental improvement in the work of partners with the MedMart system. We focused on the needs of our users and successfully completed important business tasks, which will increase our competitiveness in the B2B market of medical products. Undoubtedly, this is just the beginning, but this strategically important improvement is crucial for our future success and growth.
12:33:47 AM
, Philly
Up Next
Up Next
MedMart's Order Tracking Redesign
2020
UX/UI
Commerce
B2B
Role: UX/UI Designer
Contributions: UX, UI, Interaction Design
Methods:
Interviews, surveys, competitive reviews, usability testing, user flow analysis, rapid prototyping, user testing
Outcomes:
60% decrease in order tracking inquiries
82.1 SUS (System Usability Scale) score increased
89.4 CSAT (Customer Satisfaction) score rose
4.6% reduction in operating costs, and partners saved an average of 10 hours per week
The Backdrop
Our MedMart order tracking system helps us work more efficiently, but it has drawbacks: it is outdated, cumbersome, the data in it is updated manually, and it lacks the necessary functions for partners. We strive to make it more modern and convenient: to give partners access to real-time information, simplify processes and increase their satisfaction. The main challenge is to transform the system in such a way that it meets all the requirements of MedMart and at the same time is user-friendly. It was difficult, but we believed in success.
Discovery
Our research, which included observations, in-depth interviews and analysis of support requests from key partners, helped identify the most acute problems:
One of the main problems was the inability to access up-to-date shipment data. Partners have to search for information on third-party resources, which takes up to 7 minutes per order, or contact the support team, whose response time can reach 22 minutes. This negatively affects the quality of customer service and leads to losses for the business.
Another problem was the lack of timely data updates. The need for manual action to display up-to-date information increased the number of requests to the server. This led to a decrease in the average SUS score to 57 points.
Separate logins for different companies managed by the same partner complicate operations and increase cognitive load.
The lack of common functions for extracting and exporting data complicates data management and makes the process less efficient.
And finally, the complexity of order management. For example, the extra steps when re-ordering add 12 to 20 minutes to the time it takes to complete this task.
Redesign Initiatives
We have carried out a comprehensive update of the MedMart website and the partner section to completely update the user interface and rebuild the data tracking system. Look at how the order tracking system has changed during the redesign process.
Optimization of the order tracking system
We have implemented a one-click order tracking feature on the main dashboard so that users can instantly receive information about the status of their order. This reduced the time to perform this operation to 15-20 seconds, and also reduced the number of user requests related to tracking orders by 60%. This has significantly increased the operational efficiency of our users and their satisfaction with the system.
Real-time updates and flexible data export
To improve the flexibility of data management, we have integrated WebSocket technology, which provides real-time updates. We have also added flexible options for exporting data to multiple formats. This improved the usability of the system, as evidenced by the SUS score, which reached 79.2.
During testing, we left the option of manually updating data on the main page along with automatic updates to meet the preferences of some users, especially the elderly, who prefer to control the data update process.
Reducing the user's workload
We have implemented a single sign-on (SSO) system for partners running multiple companies. This reduced the complexity of interaction and the cognitive load of users, simplified their work when running several companies under the same profile.
Improving the work with data
Improved the user interface for working with data, added dynamic sorting, filtering and a redesigned one-click dates selection. These changes have made data interaction more convenient for partners.
Simplify routine operations
Finally, we simplified some of the routine operations, for example, re-ordering to a few clicks lasting 30-40 seconds, which significantly increased the efficiency of working with the system.
Conclusion
The updates carried out are not just a cosmetic change (although of course it is also). This is a fundamental improvement in the work of partners with the MedMart system. We focused on the needs of our users and successfully completed important business tasks, which will increase our competitiveness in the B2B market of medical products. Undoubtedly, this is just the beginning, but this strategically important improvement is crucial for our future success and growth.