Cancel order

Cancel order

Cancel order

During the product purchase process on the platform, the need was identified to create a way to cancel the order in the system itself.

Category:

UX/UI Designer

Industry

Agribusiness

Duration

2 months

Context

The problem to be solved was that the platform was not enabled to cancel orders.

Which implied the following scenario: every time a customer changed their mind about a purchase, the seller needed to contact the support team via phone or email to cancel it, and this process, besides being time-consuming, ran the risk of the support team not receiving the request.

User profile

This digital platform was developed to serve internal teams, mainly the teams of: 

  • Sales: Team responsible for direct contact with the customer.

  • Support: Team responsible for managing the orders sent by the sales team.

Challenges & opportunities

Challenges

  • Working with another squad: the order functionality was being developed by another team, however, they were overloaded with their backlog. For this reason, my team joined the project to include the cancellation functionality.

  • Working with 2 user profiles in the same journey

  • Communication issues with the stakeholders


Opportunities:

  • Show the value of design tools to the stakeholders

  • Explore information architecture tools (flowcharts and wireframes) to map the problem on a macro level and present a more accurate solution before going straight to the UI phase.

User profile

Challenges

  • Working with another squad: the order functionality was being developed by another team, however, they were overloaded with their backlog. For this reason, my team joined the project to include the cancellation functionality.

  • Working with 2 user profiles in the same journey

  • Communication issues with the stakeholders


Opportunities:

  • Show the value of design tools to the stakeholders

  • Explore information architecture tools (flowcharts and wireframes) to map the problem on a macro level and present a more accurate solution before going straight to the UI phase.

Challenges

  • Working with another squad: the order functionality was being developed by another team, however, they were overloaded with their backlog. For this reason, my team joined the project to include the cancellation functionality.

  • Working with 2 user profiles in the same journey

  • Communication issues with the stakeholders


Opportunities:

  • Show the value of design tools to the stakeholders

  • Explore information architecture tools (flowcharts and wireframes) to map the problem on a macro level and present a more accurate solution before going straight to the UI phase.

Process

Despite the challenges, this project was quite interesting since it was possible to include validation moments with the users throughout the process.  Additionally, I would like to highlight the support from UX Lead Julyanna Rodrigues during the understanding phases with the stakeholders.

  • Kick-off with the stakeholders

  • Creation of a schedule to assist in negotiating deadlines with the stakeholders

  • Conversation with the team responsible for the functionality to understand the context

  • Development of flowcharts to map the users' journey

  • Dynamic with the stakeholders

  • Interview with the users

  • Compilation of the interview results

  • Creation of low and high-fidelity prototypes

  • Usability testing to validate the proposed solution

  • Interface adjustment

  • Presentation of the solution to the stakeholders and squad

Challenges

  • Working with another squad: the order functionality was being developed by another team, however, they were overloaded with their backlog. For this reason, my team joined the project to include the cancellation functionality.

  • Working with 2 user profiles in the same journey

  • Communication issues with the stakeholders


Opportunities:

  • Show the value of design tools to the stakeholders

  • Explore information architecture tools (flowcharts and wireframes) to map the problem on a macro level and present a more accurate solution before going straight to the UI phase.

Result

Unfortunately, this project had to be deforested, as some technical issues were found that needed to be prioritized. However, all the discoveries made served as a basis for the work of other designers on the team.

Contacts

Contacts

Contacts