Rebuild an homepage according to the user needs
Context
After a number of surveys, user feedbacks and analysis of RMS (Reuse Management System©, our logitic webapp for reuse economy) sessions, the Lizee product team found that warehouse operators and managers were making very little use of the home page functionalities.
On the one hand, operators are very familiar with the logistics operations accessible from the side menu. On the other hand, managers do not exploit the data offered on the home page, preferring to invest in the analytical pages dedicated to each operation.
Initially focused on circular warehouse logistics, Lizee decided to extend its SaaS capabilities to in-store logistics, with the aim of offering an omnichannel solution.
More and more in-store operations will rely on the RMS. Sales staff have little time to get to grips with the solution, so a new, more fun approach to RMS is needed, to offer services such as rental order taking or second-hand item pick-up at the counter on a computer or on the move via a smartphone.
Problem understanding
🐳 What's the problem?
The user experience is limited and access to key information is difficult. The page is not used at all and presents a tool that looks complex. Users have to navigate through different sections without context, resulting in wasted time and workflow inefficiencies.
🐼 Why do we want to solve this problem?
The main objective is to improve the overall experience of RMS users by displaying a simple process and therefore a simple tool that meets the needs of the circular economy. The aim is also to inspire any visitor (prospect, operator, instore salesperson, decision-maker, brand project manager...) to explore all the features of the RMS.
🐝 Who are we solving this problem for?
All RMS users or visitors, prospects, operators, instore salespeople, decision-makers, brand project managers.
🦊 What are the use cases? Job to be done ?
Quick overview of all loc/sm steps handled by the various RMS functions.
Visualization of key data: Users want to be able to quickly access key indicators for each stage of the loc/sm process without duplicating the analytics part Managing priority tasks: Users are looking to identify and manage their priority tasks as soon as they access the platform. The dashboard should highlight overdue tasks, reminders and important actions, enabling users to prioritize their work efficiently.
Interface customization: Contextualized interfaces and actions based on the user's role, environment (instore/warehouse/both) and model (location/second hand/both).
Claim
Discover our new Dashboard 🚀 Visualize your rental or second-hand business at a glance. Get an overview of all your store or warehouse operations and manage your priority tasks easily!
Ideation workshops
How might we ?
Following this workshop, we confirmed that the data must be contextualized according to the role and the rental and second-hand models proposed. It's also important to provide a home page that makes it easy to understand each operation, via a fun interface, as knowledge levels vary widely.
Crazy 8
This exercise enabled us to converge on a solution that was very consistent with the solutions proposed by Lizee. The shape of a loop or circle quickly became apparent in the minds of all participants, as it is the most appropriate representation of the circular economy, allowing retail items to be put back on the market several times over via rental or second-hand.
Solutions and Priorities
All our Personas are concerned by this redesign. However, the user interviews we conducted with our different profiles showed us that it's mainly salespeople and store managers who have the most difficulty accessing their needs from the homepage. Warehouse operators and managers, on the other hand, are very comfortable with Saas, as they use it much more on a daily basis. And as a bonus, sales teams need arguments to praise the ease of use during their demo.
It was therefore decided to gear the solution towards novice in-store users, with a personalized view by role: operational and didactic for the salesperson, statistical for the manager.
This solution could also be adapted to warehouse roles.
Wireframe and Hifi Prototype
After a few tests on Figma, combining Sketch and wireframe hd, we were very satisfied with our user tests. The simplicity we wanted to convey came across naturally in the testers' mouths.
Thanks to the Design System, most of the interface elements are already available to compose the various screens. We then proposed a new series of desktop and mobile tests for each role.
Objectives and results
In order to assess the success of this solution, we have put in place a number of measurement elements:
Increased usage statistics in our session measurement tool (June)
Number of Goes/Returns between the HP and associated functionalities
Listening to click events on the various cta of the hp
Time spent on page.
Increase in overall session time over a day.
Reduction in RMS-related support tickets.