Splitting records in a data table
LAUNCHED JUNE 2019
Problem
The original issue that the product management team identified was that when an order was split, the corresponding value for order total was not also split into the new orders. This would leave a user with incorrect data.
When we started to dig into the problem and performed more research around order splitting, the PM team identified difficulties with finding the correct splitting method because two different methods existed to split an order: one to split line items out of an order, and another to split quantities of line items.
Hypothesis: If we combine both methods to split an order into one user interface, then it will be easier to manually split orders in the appropriate way. Customer UX will also increase as the system will show more accurate order totals after an order has been split. This means more accurate shipment details, packing slips and reports.
Split Orders (1): take an order with a line item that had multiple quantities and create new orders from the separated quantities
Split Quantity (2): take an order with multiple line items (regardless of quantity) and either split all the line items into new orders, or select individual items to become a new order.
Design Concepts
After sketching some initial concepts out on a whiteboard with my partners in engineering and product management, we came away with a few concepts that I put into a rough UI wireframe.
Both of these sketches proved to be too confusing to pursue.
Further refinements…
Prototyping
Usability Testing
We used a prototype in Marvel to run usability tests internally and with existing customers. Our findings made us confident we had found a good solution to our problem.
Post-launch Analysis & Refinement
Post launch user feedback
We used Pendo again after launch to measure customer satisfaction with the updated user experience. Using this we were able to identify that while we did well, we were missing a feature that became repetitive in the feedback: the ability to split all qualities of a multi-line item order into new orders with one click
Our partners at Pendo liked what we did with our user survey so much they wrote about it in their blog.
After digesting the data we gathered, the following slides were presented to the product and support teams outlining feedback and next steps for design iterations.
Design adjustments to incorporate splitting all line items quantity into separate new orders.
After launching the adjusted design, we sent out another customer feedback poll to see where we stood after the update. Our satisfaction index increased as we were able to reduce the number of users who rated the experience a ‘1’ .