VTEX
ORDER MANAGEMENT SYSTEM
ABOUT THE AREA
The heart of the platform:
the Order Management System.
Enables the administration of bought, returned, or changed orders made in any channel
ABOUT VTEX
VTEX is a fully integrated e-commerce platform, capable of providing all the primordial functionalities required to run a virtual store.
An OMS for tracking, analyzing, and orchestrating orders in retail.
Analyze, understand, and make clear to stakeholders the problems and opportunities the OMS was facing.
My role
Prioritize opportunities with PM and leadership for major impact in short time, then iterate.
Disambiguating ambiguous scenarios through craft and leading meetings to facilitate decision making among stakeholders.
Build scalable solutions that allows the OMS to be iterated by the team and endure through the platform's evolution process.
Work and collaborate with the Design System team - that was building the system at the same time the OMS was being redesigned - guaranteeing partnership aiming for consistency.
Product panorama
Full product scenario
In 2020, the OMS was a 7-year-old legacy experience that most received users’ complaints due to poor usability
~120
Were opened weekly to complain about the OMS’ poor usability
“I need to fully understand what’s happening with my orders really quick so I can address my buyers issues. (…) I have to be able to control things when I need to with ease and agility, (…) what simply does not happen today.”
– an Operation Manager user of VTEX’s OMS
~34%
of all tickets concerning VTEX admin were related to the OMS
Prioritizing
Given the size of the OMS’ full experience, we kicked-off the project by prioritizing our first challenge as redesigning the Order Details Page of the journey, because:
It receives the higher tax of tickets due to poor user experience
Used everyday by thousands of operators to administrate orders aiming for fulfillment
One of the Orders’ experiences most pointed by users as difficult to use on the discovery process
Can be accessed from other modules besides Orders
It is the most accessed page within the OMS experience
About this experience
Talking to users and
understanding the problem
After talking to users about the prioritized experience, we identified two major problems to be addressed:
The page structure does not attend to our user's needs in an optimized way
“If I had these cards [points to cards] grouped in a different way, that would be nice! (…) so they appear according to sequence of things I need to know(…), them I could do things faster."
– CS Operator
The page lacks findability and management of content
“These here, and this [points to actions that can be done], no one finds this! Those are super important actions that are simply hidden. My operators could never find it.”
– Former Operation Manager
Project premises
With research findings in hand, the premises that guide the project are defined.
01
The experience must enhance findability and management
02
The experience should clearly tell the story of an order’s lifecycle
Header
Act and navigate
Central navigation
A task oriented approach
Here users can access actionable aspects of the order and understand why things are the way they are, managing them when needed.
New structure proposal
Quickly know the possible global possible actions and navigate through orders listings
Summary sidebar
A topic-oriented approach
Here’s the order's general summary. It gives the user a quick panorama of important general information
Go live
Results
After 1 week of the release of the beta version
~ 77%
of our testing user base actively migrated to beta version
-12 seconds
is how much time users need to execute what they want now
Thank you
Feel free to reach me at LinkedIn or e-mail me at annawaack@gmail.com.
Special thanks
Great projects are not made alone. Thanks to the project product, engineering, and design peers and colleagues that engaged on numerous critiques, tests and validations.
Special thanks to Eduardo and Galc who believed in me to lead this project. Huge gratefulness for Cris David (PM), Kevin (Tech Lead) to be such great partners and compromising with the high level of quality we committed to deliver.