Tata CliQ
Designing an efficient workflow & its implications on digital Platform
A leading Indian e-commerce platform wanted to redesign their seller portal with the goal of making their seller’s workflow more efficient and improve their sellers’ productivity. The seller portal was used by not just the sellers but also the client’s internal teams across 6-7 functions which caused inter-dependencies.
We were tasked with the job of understanding the current workflow, finding moments of inefficiencies in their journey while using the current portal as well as in their daily tasks outside of the portal and turning them into opportunities for improvements over a period of 3 months and redesign their digital portal.
Approach
We started with conducting extensive immersion sessions with the client teams that involved workshops, shadowing sessions at the client’s offices as well as in the sellers’ warehouse/offices and interviews. This helped our team gain an in-depth understanding of the current workflow and the inefficiencies in the form of loss of time and money. We built a visual map of the current workflow to help the client visualize this and identified design opportunities to make the workflow more efficient through a collaborative effort of our cross-functional teams as we translate the opportunities into digital design. We designed the new digital seller portal based on this and conducted rapid validation sprints during the design phase to test usability, desirability and feasibility.
I would love to get feedback or suggestions from the company on how to list our products, add description for them on the portal and also pricing so we can follow it to improve sales.
"
E-commerce seller
Mumbai
Deliverable
In the end, we delivered a visual map of the current workflow for all the diverse stakeholders along with a redesigned workflow map with short-term and long-term design and business strategy opportunities for improvement that became the north star for the client. We also re-designed the entire seller portal to reflect improved design sensibilities and improved efficiency by reducing redundancies and dependencies.
Impact
We helped the client measure the impact of the new workflow against their goals and their business goals. Through the re-design of the portal we were able to achieve the goal of efficiency in terms of reduced dependencies, number of clicks and the time taken to do a task. This impact was measured and mapped to the business goals using an Impact Measurement Matrix.
Through our research with the sellers, we were also able to present how much time they would be able to save with the new portal and increase their revenue.
Project Team
Project Manager
Research Lead
UX Researcher
UX/UI Designer
