IAA: INTERNAL ERP
MODERNIZING DETAILS OF A LEGACY SYSTEM
Web based application
OVERVIEW
PROBLEM SPACE
Branch employees struggle with a 25-year-old legacy system designed for single-task workflows. Completing even basic tasks requires navigating multiple pages, creating lengthy wait times for customers both on the phone and in person.
PRODUCT OBJECTIVE
Reduce the footprint of the application, modernize the technology stack and align the tool with the user's tasks in mind and provide easy accessibility to most used content to decrease the amount of time it takes to complete tasks as well as reduce the amount of time it takes for new users to onboard.
MY ROLE
UX Team Lead for entire initiative
1 of 2 Designers
KEY RESPONSIBILITIES
Led and contributed in all phases of design including:
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Research & Understanding
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Ideation & Prototyping
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Concept Validation
OUTCOME
12% decrease
in average call times for branch employees
20% increase
in customer satisfaction scores for in-branch experience
8 second decrease
in loading times for high traffic pages
UNDERSTANDING
RESEARCH
In collaboration with our Product team, we conducted several qualitative sessions with our top “user types” of the application via virtual sessions and “in-person” visits when possible.
RESEARCH GOALS
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Understand top tasks for each user type
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Understand biggest problems with current application
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Identify the big differences between each role
DELIVERABLES
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Created and shared a document based on the findings including a breakdown of prioritization of content
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Created an affinity map to point to biggest issues across the collective group of research participants
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Updated existing personas based on new research and findings
DESIGN OBJECTIVE
Design efforts were focused around four major objectives:
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Modernize the inventory detail view
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Prioritize frequently-accessed content
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Create modular components for legacy integration.
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Leverage the design system to scale design and implementation efforts
IDEATION & STRATEGY
High level flows to illustrate the vision and flow
During our research we learned that most users of the system rely heavily on many details regarding an individual stock (vehicle) but the context for those details are extremely different depending on what role or part of the business you work in.
We realized that we need to identify a vision and a direction for how this extremely old legacy application could transform over a significant period of time.
ESTABLISHING A VISION OF REPEATING PATTERNS
After a few iterations, the vision focused on one flow and one repeatable pattern:
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A main view (dashboard specific to the business unit)
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A view that breaks down those collections of stocks with respective bulk actions
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An Action Panel for complex actions
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A modular stock detail view that accommodates for the extensive amount of content possible for each stock
VALIDATION
Along side stakeholder feedback as we validated these flows and designs with our internal user groups.​
WHAT DID WE LEARN?
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Users loved the improved readability and modern feel
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Users liked that they wouldn’t have to navigate away from the page they were on. A good time saver when you are opening hundreds of stocks each day.
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Users responded positively to the new flow and expressed that it was easy to understand, however some users had difficulty seeing how their current day-to-day tasks would fit
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Not all users were satisfied with how the data was organized on the stock detail view. Important data was relevant from user group to user group.
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Plans to iterate on this by making the view customizable to empower users to prioritize the content that is important to them.
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KEY DESIGN DECISION
PRIORITIZATION OF CONTENT
Based on our research and additional prioritization exercises with our target user groups, we were able to identify the data points that would be persistent versus the content that would be segmented into respective categories and presented in a side tab component.
We recognized that this would not be 100% agreed on across all of our user types but helped us deliver an initial release that would not overwhelm users with a large amount of data points.
In the next phase, we would explore allowing for customization of the content so users could define what is most important for them.
ADDTIONAL FEATURE PROJECTS
NIQ: DEFINING DATA
Web based app
IAA TOW APP
iOS & Andriod mobile app
NIQ: INTERNAL OPS
Web based app