Complex System Enhancement! What to do??

A Platform Merchant's warehouse System

P.S. English Subtitle Available

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Double Diamond

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Usability Testing?

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Guerrilla Test

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??? ??????? ??????? ?????? ?? ??? ?????? ???? ????:

Object Oriented User Experience OOUX

?????? ???:

https://medium.com/kubo/understanding-ooux-a-solution-for-complexity-e2590d9f9783#:~:text=Object%2DOriented%20User%20Experience%20(OOUX,intuitive%20and%20user%2Dfriendly%20interfaces.

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??? ????? ??????? ?????? ???????? ???:

https://www.dhirubhai.net/posts/limaalkhudairy_ooux-activity-7081564386703634432-dXFV?utm_source=share&utm_medium=member_android

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??? ??? ??? ???? Julian Della Mattia :

“Stakeholders haven’t been looped in, they have no clue what to expect, leading to confusion and a lack of ownership over the findings later on” “By promoting open communication and (building in public), researchers can create a foundation for productive discussion and facilitate the implementation of their recommendations”

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English Version

Introduction

During my work at one of the companies, we used to have follow-up and regular sessions with users to identify problems and requirements. During a specific period, we noticed a recurring type of problem, all of which were related to the warehouse's page.

There was a dedicated page for the warehouses, but it lacked any features; it was simply a page that listed the warehouses, the names, and some other basic details.

After extensive discussions with the users and focusing on that specific page, we were able to identify the main problem, which was the cause of all the related issues.

Identifying the problems

The merchants were regularly interviewed in order to fully identify the issues, and Microsoft Clarity was used to monitor their performance to gather as many insights as possible. The most commonly recurring problems were as follows:

• Tracking product inventories is challenging (without external plugins).
• Difficulty in handling and delivering perishable goods, particularly when owning multiple branches.
• Negative impact on merchant satisfaction rate, especially among VIP clients.

After analyzing the raised problems and had many discussions with other teams within the company to help us understand some details, we discovered the root cause of the problem, which is the ineffectiveness of the current warehouse page. Additionally, there is no mechanism exists to direct the clients to the relevant branch website based on their city.

Business Mission

After identifying the problem, work began on a plan to improve and develop the warehouse page, its features, and its connections to other pages got on with the following goals in mind:

• Enable owning several warehouses in different cities, each with a different inventory of products.
• Consequently, enables them to operate different warehouse locations in different cities so they can sell, deliver, and manage orders for perishable goods such as flowers or frozen goods.
• Additionally, enhances opportunities for new merchants to join the platform.

Design Process

Anyone who works in UX industry knows the design process model called: Double Diamond.

Well, let me say that our situation wasn't as good as it sounds to apply the above process. But is it impossible to have a good experience without this process?

Here are the challenges we had:

• No time.
• No budget.
• Some complicated areas in the system that need business input/decision.
• Hard to get lots of merchants to interview.

So here is our way of working in such circumstances:

We started as a team (UX + Product Owners) working on a whiteboard asking, writing, and answering a variety of questions. with each person focused on the aspect that interests them.

Based on the answers (which were in collaboration with other product owners/technical team/business team) we expanded and branched out of the warehouse page to begin connecting it to other pages. Once we were unsure about any answer, we would ask the relevant party/department for assistance.

Thus, we were able to find any issues with current user/business flows and current pages and solve them.

Luckily, we had lots of insights coming from previous focus groups/interviews we were consistently trying to conduct. This helped us imagine how the final solution would turn out.

A capture of the board we were working on:

Prototype & Test

?As I said, we did not have time to do full usability testing, but we replaced them with easier/quick options such as Guerrilla Test and simple interviews with merchants so that we could take their impressions and comments consistently.

Summary

The project results were excellent, there were very few comments, as far as I later heard.

This post is not intended to explain the user experience design process/stages. Instead, it is a review of our experience in achieving an excellent user experience despite the lack of ideal conditions. In my perspective, designing experiences does not depend on a specific process or a guide which if it didn't exist, would not mean we can't accomplish anything.

?Some time after we finished the project, a new concept came up called: Object Oriented User Experience (OOUX). For more:

https://medium.com/kubo/understanding-ooux-a-solution-for-complexity-e2590d9f9783#:~:text=Object%2DOriented%20User%20Experience%20(OOUX,intuitive%20and%20user%2Dfriendly%20interfaces.

We found out that we implemented it somehow. It is not limited to complex systems as much as it solves more than one problem. I see one of them is what we were facing in this project.

I previously wrote about this experience, you can read it here:

https://www.dhirubhai.net/posts/limaalkhudairy_ooux-activity-7081564386703634432-dXFV?utm_source=share&utm_medium=member_android

What I learned

Finally, did I like this new way of work? Absolutely! I found it very effective, and it helped us in a crucial point which is: raising awareness of the goals of the User Experience Department work among the rest of the departments, thus providing an opportunity for discussions, reducing objections when trying to make any changes, and contributing to creating distinctive experiences.

As Julian Della Mattia has already said:

“Stakeholders haven’t been looped in, they have no clue what to expect, leading to confusion and a lack of ownership over the findings later on” “By promoting open communication and (building in public), researchers can create a foundation for productive discussion and facilitate the implementation of their recommendations”

Usually when I’m designing an experience, it is for specific personas. But what about the experience of the team whom I’m working with? Mostly they would have input due to some limitations and restrictions that I need to take into account. By incorporating their input throughout the process, I realized the significance of maintaining open communication, making it clear that excluding them would be ineffective.?