CARSOME
Branch Operator Management App
Designed and implemented a mobile application tool for branch operators at CARSOME from 0 to 1, significantly enhancing the efficiency of internal users and streamlining critical processes.
Streamlining Vehicle Task Management
In 2022 summer, the BO App, designed for internal operators at Carsome, empowers them to efficiently manage day-to-day vehicle tasks. Operators can use the app to oversee activities like car storage movements and scheduled pickup appointments. Furthermore, the app allows operators to seamlessly update task statuses, marking them as "in progress," "completed," or "canceled" for effective task management.
My role
I played a pivotal role in the BO App project, starting from its conceptualization. Working closely with the project manager, I ensured alignment with the primary users' needs and set the design direction. My responsibilities encompassed sketching the initial ideas, creating wireframes, and delivering the final UI design, ensuring a cohesive and user-centric design approach throughout the project.
Research
Internal User interview
Chun Saw, the design team leader based in Malaysia, conducted in-person interviews with the internal BO employees at the offline warehouse. Through this user research, they wanted to understand the daily work behavior and workflow of the BO employees.
Identifying Pain Points: Driving the Need for the BO App
Priority Dilemma: Delays in In-Outbound Tasks for BOs
BOs can only access their daily tasks through the warehouse's computer-based management system. Unfortunately, the system doesn't prioritize emergency tasks, resulting in delays in submitting In-outbound tasks.
Data Entry Redundancy: Time Waste in In-Outbound Tasks
BOs must enter information for each vehicle individually in the warehouse's computer system for In-outbound tasks, causing unnecessary time duplication.
Task Overlaps: Inefficiencies in Multi-Vehicle In-Outbound Tasks
Entry-exit tasks often involve multiple vehicles. When a task is in the waiting status, another BO operator might begin working on it in the online system simultaneously, resulting in inefficiencies and wasted manpower.
Project Alignment: Setting Goals with Design Lead and PM
Upon identifying the pain points experienced by BOs, I engaged in discussions with my design lead, Chun, and the project manager to establish a clear project direction. This included defining our business goals and design objectives, ensuring that our efforts align seamlessly with the project's overarching scope, particularly as we delve into the detailed design phase
Explore
Uncovering User Workflows: Informing Product Solutions
I delved into the current workflow of BOs' tasks to gain a comprehensive understanding of potential solutions and user interactions with our product.
Design
Iterative Solutions for Enhanced User Experience
After finalizing the initial page version, we conducted an offline usability test with BO employees in Malaysia. From the feedback gathered, we identified and summarized the following issues and started to iterate:
Design
Final Solution for Specific Pain Point
Pain Point - Priority Dilemma: Delays in In-Outbound Tasks for BOs
Design Solution
Determine information priority and display information according to the reading order
Design information layout based on users' reading habit
Pain Point - Data Entry Redundancy: Time Waste in In-Outbound Tasks
Design Solution
Provide a sequential interactive workflow and ensure smooth input of information
Pain Point - Task Overlaps: Inefficiencies in Multi-Vehicle In-Outbound Tasks
Design Solution
Using labels to categorize car completion status (from individual car's level)
Pain Point - Task Overlaps: Inefficiencies in Multi-Vehicle In-Outbound Tasks
Design Solution
Set feedback, use secondary level tags to display tasks status (tasks level)
What I get
Clarifying B2B Product Design: Insights and Learnings
In navigating the design of 3-weeks B2B products, a series of valuable lessons emerged. These insights shed light on the challenges of understanding user needs, the importance of user interviews, and the significance of aligning design goals with real user habits. The journey culminated in a belief that user-centricity is paramount for successful B2B product design.
Here are the key takeaways:
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Collaboration with Product Managers: The importance of close collaboration with product managers in understanding work processes and user needs.
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Challenges of Remote Design: The challenges of designing when you can't directly observe users' work and when the product manager's understanding of users is limited.
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User Interviews: The importance of conducting user interviews to gain a deep understanding of users' main purposes and to clarify both business and design goals.
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Holistic Approach: The significance of having a stable big-picture view before diving into the details of the design, ensuring alignment with user habits.
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Design Based on Real User Habits: The belief that B2B products should be designed based on actual user habits rather than relying solely on imagination, to optimize design and development resources.
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These takeaways underscore the value of user-centricity in B2B product design, where clarity and alignment with user needs and behaviors are paramount.
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