Refreaching operational backoffice
Increasing operational excellence with modern UX
Role
Duration
Product Designer
1 to 2 months
Team
Product Manager, Customer Support, Live Ops, Engineers & Leadership.
Context
Like the shopper app, another product we decided to work on with the design team was de Live ops admin backoffice, the core of all the operations.
With this product, the operations team takes control in real time of the open, close and scheduled orders and provides support to the shopper, assigns orders and receives all the main information from an order, customer and shopper to make the right decisions.
Skills
Research (Shadowing)
1 - 1 interviews
Maze & Figma
Product and Technical Sense
Prototyping & Interaction
Research (Surveys)
🕵️ Understanding the problem
The live ops admin provides the agent the enough context of what is happening with the current order, highlights if the shopper has a problem finding the products, special requests from the user, if the order it's going to be delivered late, or if there's no shopper assigned.
All the operation works around flags (like events) that are assigned to each order for every issue or update the order might have. These flags provide the agent with the context of what happened in the past and what she needs to do once the order is assigned to her.
🎯 Finding opportunities
As the core of the operations for the company, if the agent doesn't understand how to control the platform and doesn't provide the right information, a lot of issues might rise and the experiences of both the shopper who's picking the product in the store with all the external considerations like traffic, out of stock products, not enough money to pay the order or whatever could happen and the customer who's waiting for her products to fill the fridge or maybe cook a dinner for her familiy or any other emergency or context.
That's why we focus on improving not just the look & feel of the platform but also how the information is presented to each agent, depending on the status of the order. So I start to understand the following:
Key actions
Key information
Key order status
KPIs of agents and supervisors
Priority of flags
How to search and filter orders
🚀 Impact
Reduced open flags time
<20%
Live Operations productivity up
+30%
Reduced contact time with customers