We visited the Austin location and conducted interviews with the onsite staff to get a better idea of what their day to day consisted of. Also, we had a member of the team visit the manufacturing location in Mexico to speak to the team responsible for production to determine what other issues they were facing. We were able to successfully identify where the gaps and bottlenecks existed in the process. Using this information allowed us to build a production flow which went into informing the user journeys within the app.

- Carolyn Morgan Office Manager

After conducting the interviews with the various team members we gained the          following insights:

Projects took 3-4 weeks to complete on average.

Only one person had access to the order information.

All the records were handwritten

In addition to order status updates the person in the office had other administrative duties.

The head of manufacturing in Mexico did not keep

detailed records.

Craftsmen had no way of tracking their work.

After complete our analysis of the information we came up with the following personas.

Sam

Sam just came into some extra money he decided to order some custom doors to update his property. He is tech-savvy and use to services providing with order status and updates automatically without the need for him to call in, or wait in hold.

Goals:

Purchase a new custom door to update his current property and increase it’s value.

Get updates on his current order so he can plan to be home during installation

Pain points:

Unable to get updates on his order unless he resorts to calling in.

Does not have enough to wait on hold to get hold of someone to answer his questions.

Motivations:

Renovate is existing home to increase it’s value

Wants to get it done as easily as possible.

Sarah

Sarah is responsible for the day to day operations at organization. She is also responsible for taking orders and keeping track of existing orders from the manufacturing plant in Mexico.

Goals:

Run the office from day to day.

Keep tracking of existing orders.

Take new orders as they come in.

Pain points:

Overwhelmed with the amount of calls she gets daily for order updates.

Has to use pen and paper and old files to keep track or orders.

Has to call the manufacturing plant to ask for order updates if customers call in.

Motivations:

Wants to keep customers happy and updated when they call in.

Want to keep office running smoothly

Completing other administrative duties successfully.

After completing the process flows we began to flesh out low-fidelity prototypes which we ended up testing with customers and the current office administrator. We came up with both a mobile solution that would allow customers to create a profile and then track and place orders.

Also, we designed a robust web-app experience that features user types at its core. This would allow the manufacturing side of the house the ability to input the order status on their end. We also included an admin portal and a customer portal to allow a customer to manage their orders online.