Hubert Projects App
Overview
Hubert is a company that prides itself on making the customer more successful. They evolve by listening to their customers pain points in order to develop innovative merchandising solutions and support. When we repeatedly heard that our customers were having difficulties with order management, we listened, learned and developed an app that saved hours by the end of product check-in.
Roles
- Interface design
- User research
- Documentation
- Front-end development
- Prototyping & testing
- Presentation and onboarding
Process
The team and I used design thinking to approach a better way to save Hubert customers what essentially boiled down to time. Our version of the design thinking process is a modified version of the method developed by IDEO (Seen below). It focuses on a non-linear process of five stages; empathize, define, ideate, prototype, and test.
Empathize
During this first stage, it was our job to gain an empathic understanding of our customers and the issue they need solved. Based on recorded feedback, we understood that fulfillment was a difficult step in the customer journey. Fill rates, shipment rates and back orders were a constant topic for our division team members. Hubert isn’t slow with fulfillment though. With a massive warehouse and hundreds of shipping options, Hubert is able to confirm 98% of orders ship within 24 hours and our order accuracy rate is 99.8%. Yet this is still a pain point for our customers. Thanks to deep discussions with our internal divisions and their long term customers we were able to discover just how much time was lost during checking up on their orders and fulfillment at check-in.
Define
Our customer’s issues weren’t that we were slow, but that they believed in order to know anything they had to contact Hubert directly. With this understanding we formed the following point of view problem statement:
User
A customer who has completed their order purchase.
Need
To be able to check on the status of their order, track it, and have better options checking in their order.
Insight
The customer wouldn’t want to have to contact Hubert for everything. It’s important that he has contact options available, but he’d prefer being able to handle checking on statuses and tracking on his own shipments. He would also like to not spend all day confirming products arrivals at check-in.
Ideate
With our problem statement in hand we began brainstorming. We set time limits and started writing down all of the ideas we could think of. I acted as scribe and began capturing all of the ideas our sessions had to offer while my manager lead the session. We went on a brainwalks around our warehouse looking for inspiration. We brain dumped littering our walls with post-it notes and drawings explaining our ideas.
Prototype and test
I began making paper mock-ups to start doing initial tests with our division teams. From there we generated new ideas and created additional paper prototypes incorporating new features and improvements. After enough internal learning had been completed I created a high-fidelity prototype as the baseline for a live data prototype. My team and I began traveling to customers stores around the United States and taking note of their experiences using it. Each visit was heavily documented, improvements were made and trends began to surface that we were on the right track to solving our customers issue.
Results and takeaways
The result was the Hubert Projects app. From any apple or android device our customers now had the ability to browse any delivery location, see their orders status, track it step-by-step, and take proactive actions to improve their already high order accuracy with real-time updates. Even better, the app provided a visual check-in feature that updates live with Hubert’s systems to let our staff know when their orders were completed. Combined with other features such as QR scanning, product feedback and search, our customers are able to save on average four hours of time in their check-in process alone. Using the Hubert projects management app empowered them to work faster than ever before!
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