inTouch eComerce features
Modify Orders
TD Synnex is one of the world's largest software and hardware sellers. Its e-commerce platform serves small vendors who serve the end-buyer with technology solutions.
The Problem
The company's old e-commerce solution didn't offer a way to modify already-placed orders. Customers who needed to amend their orders had to call their account managers and make the modifications manually. As part of the platform's modernization efforts, the business asked for a solution to automate the order modification process to make it more efficient for customers while liberating account managers from this clerical task.
The research team interviewed account managers and customer service representatives during the discovery stage. They found that although customers modify orders repetitively, it usually involves several items when their clients request modifications to their orders.
The Solution
Since the research showed that order modification isn't an everyday task, we wanted to keep the interface clear of open fields and buttons that may obstruct the scanability and legibility and create an environment where the user could focus on the task at hand, removing all possible distractions that could result in user errors.
Mid-fidelity Sketches
High-Fidelity designs
We included different options to adjust the information to make the process more efficient and avoid repetitive tasks.
To make the flow more intuitive, we created direct visual connections for company-specific processes that may not relate to the user's outside-world experience.
The Result
In UX tests, the solution scored well in effectiveness, efficiency, and satisfaction, with room for improvement as the platform evolves and the company embraces automatization. Internal stakeholders also received it well.
