PODS Customer Service Dashboard
Problem:
The Order Entry application was deeply rooted in unnecessarily complex processes, logic, and functionality. This greatly affected the applications performance and scalability. It hinders the organizations ability to adopt to changing business needs and spikes in demand. Agents can't use the application how they need to and time is wasted adhering to processes and learning workarounds instead of servicing customers more efficiently.
Situation:
PODS needed a streamlined approach to address inefficiencies in its systems and align technology solutions with business objectives. The challenge was ensuring solutions were user-centric, competitive, and scalable while meeting stakeholder and user needs.
Task:
Our goal was to develop a comprehensive solution that not only addressed the immediate challenges but also positioned the business for growth and adaptability. This required a structured, collaborative process to identify, analyze, and propose a tailored solution.
Action:
We implemented a multi-step process:
Understanding Business Objectives: Aligning with leadership to clarify goals and key success metrics.
UX and Competitive Audit: Evaluating user experiences and benchmarking against industry competitors to identify gaps and opportunities.
Architecture Analysis: Assessing current systems and processes to ensure feasibility and scalability of proposed solutions.
Stakeholder and User Research: Conducting interviews, surveys, and observations to gather insights into user pain points and expectations.
Solution Ideation: Brainstorming and exploring creative solutions based on research findings.
Solution Proposal: Consolidating insights and ideas into a clear, actionable proposal to drive alignment and execution.
Result:
This structured process enabled us to deliver a solution that was strategically aligned, user-friendly, and scalable. It addressed both business and user needs, fostering efficiency, competitive advantage, and readiness for future growth.
Role: UX Design, UX research
