🏢 TreeDots Enterprise Pte Ltd

👩🏼‍💻 Design Lead (Role)

📍Singapore

UX Research & Design

Problem

Feature: Raise an issue

Context: Our ‘users’ are suppliers in the F&B industry such as meat, poultry and seafood suppliers who supplies to businesses from mega-supermarkets to restaurants and food stalls. Suppliers would normally raise any issues and enquiries to our customer support team through Whatsapp (a messaging app). Based on the issues raised, they would then contact the right department such as finance, warehouse, delivery or tech to help solve the issue.

The company needed a more efficient and effective process and tool to document, track and manage all the issues that was raised. This seems simple at first but that was an understatement of the year.

The Hypothesis

1. Analysing Data

We spent 3 weeks analysing the internal group chats where such issues and queries were raised.

Issues that were caused by human errors were placed into a quadrant from critical to medium, high frequency to low frequency as shown below.

Issues that were most critical and frequent:

1. Items were out-of-stock, however an order was still placed

2. Items received had bad quality

3. Item was delivered to the wrong customer

By analysing the data, we were able to have better understanding of what kind of issues our customer support team were facing on a daily basis and the cause of frustration to our clients.

Check out the quadrant example

2. Understanding the current workflow

After multiple session with customer support team members, we had a wider and in-depth understanding of how they would go about solving the issue after it was raised.

This was critical to the product and design team to propose a design solution with important logic and data that was required for next steps in resolving issues.

Check out the workflow example

3. Finalising To-Be user flow

After 4 rounds of iterations of the draft user flow, we created a final user flow that not only streamlined the existing process by cutting out middle-man communication, but also ability to create credit note (refund) automatically to the supplier’s account on the platform.

From our research, we were able to:

1. Create a list of issue types where they are required to select from dropdown

2. Create statuses that would allow the suppliers, customer success team and operations team to have visibility and know at which stage the issue is at any given time.

More Insights

Thanks for reading! Cheers - Diana ☺️