SAP Eureka Consumer Industry Cloud
Order Management Foundation
Project Duration: ~7 weeks
Role: User Researcher, UX Designer
Tools: Mural, UserZoom, Respondent.io, Figma, LinkedIn Sales Navigator
The SAP Order Management Foundation (OMF) team built central order screens where all customer order information is hosted and wanted to add more info.
Me @ SAP
Background
The development team created OMF screens without the help of UX. A product owner asked if they could add more info on top of the existing screens. The current designs did not reflect good usability practices so we went back to the drawing board to see how we could best organize this information in a layout that is simple to navigate and information is easy to digest.
The main focus is to create a log for omni-channel experts to be able to view and follow all of the information surrounding a customer order. This includes, but is not limited to customer name, email, shipping/billing address to order level information, financial information both on the order and the customer as well as item level information.
Previous OMF designs created by developers.
Research Goals
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To better understand the groupings of information an omni-channel expert in retail would like to receive and in what order when it comes to customer, order, item and financial level information.
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To understand if there are missing pieces of information from the omni-channel experts point of view.
What we want to learn
How do user find or group relation amongst different info cards?
Is there a prioritization amongst the information?
Is there other info missing from the initial screens?
Learning this will allow us to
Know where we need to configure the different pieces of info
Create prioritization amongst all of the information
Retrieve this data and output it in the UI
Target Sample Size
I individually reached out to 100+ omni-channel experts via LinkedIn Sales Navigator and recruited them to Respondent.
# of Participants: 15
Location: USA, Canada
Age Range: 18 - 60 years
Gender: Male & Female
Occupations: Operations Manager, Logistics Manager, Omni-channel Analyst, Solutions Manager, Senior Manager, Fulfillment, Directors of E-Commerce/Omni-channel
Industries: Retail, Retail Apparel and Fashion, Transportation, Logistics, Supply Chain
Methodology
01
Unmoderated Open Card Activity - Phase 1
A explanation of the task will be provided before the card sorting. Then, the user will be given time to sort and submit their groupings. We will then allow the user to submit any cards they feel are missing. This was conducted with industry experts using User Zoom.
15-20 participants will be given the same test so that synthesis can happen across same topics and patterns can emerge. The unmoderated study should take 20-30 minutes.
3-4 participants will be asked back for a second phase that will be moderated for 1 hour sessions each to allow me to further understand why they chose specific groupings.
Unmoderated UserZoom Card Sort Study
02
Moderated Card Sort Activity - Phase 2
For the moderated version, I wrote a moderator script that included probing questions to gain insight as to why participants were grouping certain things and from what perspective. Some of those questions included:
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Could you explain why you grouped each category the way you did?
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For each category, why would you be looking for this information?
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For each category, which information do you find most helpful?
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Imagine your team is building a tool that could help investigate problems with an order, what pieces of information in each category would be helpful in investigation?
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Based on your experience, for each category, where does the information get sent to? Is there any system integration in place?
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While categorizing, did you struggle to put any card in a group? Why?
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Were any of these terms unfamiliar? How would you rephrase them?
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During this exercise, did you prioritize the cards within any categories?
UserZoom Completed Card Sorts
03
Data Analysis
Information was analyzed across all participants from both moderated and unmoderated studies to identify patterns and common themes. Results were compiled to be presented back to the team with recommendations for changes or next steps.
