Home
BookSpider
Ordering Management System WebApp
Turning operational chaos into predictable flow: A redesign that boosted adoption from 5% to 42%
Home
BookSpider
Ordering Management System WebApp
Turning operational chaos into predictable flow: A redesign that boosted adoption from 5% to 42%
Home
BookSpider
Ordering Management System WebApp
Turning operational chaos into predictable flow: A redesign that boosted adoption from 5% to 42%
Improved Refining the System Flow:
+
42%
Increased the adoption rate
+
82%
Dropping down the error rate
+
82%
Dropping down the error rate
Improved Refining the System Flow:
+
42%
Increased the adoption rate
+
82%
Dropping down the error rate
+
82%
Dropping down the error rate
Improved Refining the System Flow:
+
42%
Increased the adoption rate
+
82%
Dropping down the error rate
+
82%
Dropping down the error rate
Project Overview
5.8%
Initial App Usage
15 calls
CS Calls/Week
3 times/week
Delivery Errors
+5yrs ago
Latest Update
9months
Project Timeline
My Role
UX Design Lead with Product Ownership
Product
Enterprize B2B SaaS web app
Team
Stakeholders, Product Leader, Front-end & Back-endDevelopers, Designer, CS team, Logistics Team
Skills
UXUI Design, UX Strategy, Prototyping, Iteration Design, User Research & Competitor Analysis, Usability Testing
Users
Bookstore CS/Logisitc staff & Publisher staff
My Role
UX Design Lead with Product Ownership
Product
Enterprize B2B SaaS web app
Team
Stakeholders, Product Leader, Front-end & Back-endDevelopers, Designer, CS team, Logistics Team
Skills
UXUI Design, UX Strategy, Prototyping, Iteration Design, User Research & Competitor Analysis, Usability Testing
Users
Bookstore CS/Logisitc staff & Publisher staff
My Role
UX Design Lead with Product Ownership
Product
Enterprize B2B SaaS web app
Team
Stakeholders, Product Leader, Front-end & Back-endDevelopers, Designer, CS team, Logistics Team
Skills
UXUI Design, UX Strategy, Prototyping, Iteration Design, User Research & Competitor Analysis, Usability Testing
Users
Bookstore CS/Logisitc staff & Publisher staff
❋The Task
Redesigning a Legacy Order System to Replace Manual Communication with a Unified Process
BookSpider is a closed B2B platform handling large-volume orders between bookstores and publishers.
At the start of the project, the platform faced severe systemic failures:
Orders were confirmed through phone calls and external messaging apps such as WhatsApp
Quantity changes shared verbally or in spreadsheets
Cancellations and returns handled manually by CS teams
No consistent order standard across teams
❋The Task
Redesigning a Legacy Order System to Replace Manual Communication with a Unified Process
BookSpider is a closed B2B platform handling large-volume orders between bookstores and publishers.
At the start of the project, the platform faced severe systemic failures:
Orders were confirmed through phone calls and external messaging apps such as WhatsApp
Quantity changes shared verbally or in spreadsheets
Cancellations and returns handled manually by CS teams
No consistent order standard across teams
❋The Task
Redesigning a Legacy Order System to Replace Manual Communication with a Unified Process
BookSpider is a closed B2B platform handling large-volume orders between bookstores and publishers.
At the start of the project, the platform faced severe systemic failures:
Orders were confirmed through phone calls and external messaging apps such as WhatsApp
Quantity changes shared verbally or in spreadsheets
Cancellations and returns handled manually by CS teams
No consistent order standard across teams
AS-IS/ Ordering Process
❋The Context
A Legacy B2B Platform With Reliability Failures
BookSpider is a closed B2B platform handling large-volume orders between bookstores and publishers.
At the start of the project, the platform faced severe systemic failures:
❋The Context
A Legacy B2B Platform With Reliability Failures
BookSpider is a closed B2B platform handling large-volume orders between bookstores and publishers.
At the start of the project, the platform faced severe systemic failures:
❋The Context
A Legacy B2B Platform With Reliability Failures
BookSpider is a closed B2B platform handling large-volume orders between bookstores and publishers.
At the start of the project, the platform faced severe systemic failures:
The Problem
4
❌ 2–3 orders were missed every day
📉 Adoption rate below 5%
📉 1.5 extra communication rounds & 3–5 hours per order
😡 Declining customer satisfaction
🔍 The core problem:
Manual updates, low visibility, and disconnected communication channels created repeated errors and delays, ultimately holding back business growth.
The Problem
4
❌ 2–3 orders were missed every day
📉 Adoption rate below 5%
📉 1.5 extra communication rounds & 3–5 hours per order
😡 Declining customer satisfaction
🔍 The core problem:
Manual updates, low visibility, and disconnected communication channels created repeated errors and delays, ultimately holding back business growth.
The Problem
4
❌ 2–3 orders were missed every day
📉 Adoption rate below 5%
📉 1.5 extra communication rounds & 3–5 hours per order
😡 Declining customer satisfaction
🔍 The core problem:
Manual updates, low visibility, and disconnected communication channels created repeated errors and delays, ultimately holding back business growth.
❋The Real Problems We Uncovered
01. Fragmented Communication Channels
Orders came in through calls, spreadsheets, and emails, with no unified flow.
→ Result: Missed orders & high mental load on staff.
text
❋The Real Problems We Uncovered
01. Fragmented Communication Channels
Orders came in through calls, spreadsheets, and emails, with no unified flow.
→ Result: Missed orders & high mental load on staff.
text
❋The Real Problems We Uncovered
01. Fragmented Communication Channels
Orders came in through calls, spreadsheets, and emails, with no unified flow.
→ Result: Missed orders & high mental load on staff.
text
Publisher:
Order the book's
Delivery
CS Team:
Sorting the orders to
hand off to the
operational team
Operational Team:
Operating the book stocks
Book Store:
Delivery to the
Book Store
❋The Real Problems We Uncovered
02. PC-Only, Legacy System
Through data analysis, we discovered that new influencer users in the app have a low campaign participation
rate compared to their sign-up rate. To address this issue, we examined the following data:
text
❋The Real Problems We Uncovered
02. PC-Only, Legacy System
Through data analysis, we discovered that new influencer users in the app have a low campaign participation
rate compared to their sign-up rate. To address this issue, we examined the following data:
text
❋The Real Problems We Uncovered
02. PC-Only, Legacy System
Through data analysis, we discovered that new influencer users in the app have a low campaign participation
rate compared to their sign-up rate. To address this issue, we examined the following data:
text
❋The Real Problems We Uncovered
03. No Real-Time Updates
Order edits or inventory checks required manual confirmation.
→ Delays and confusion were frequent, especially when stock ran out without notice.
text
❋The Real Problems We Uncovered
03. No Real-Time Updates
Order edits or inventory checks required manual confirmation.
→ Delays and confusion were frequent, especially when stock ran out without notice.
text
❋The Real Problems We Uncovered
03. No Real-Time Updates
Order edits or inventory checks required manual confirmation.
→ Delays and confusion were frequent, especially when stock ran out without notice.
text
❋The Real Problems We Uncovered
03. No Real-Time Updates
Order edits or inventory checks required manual confirmation.
→ Delays and confusion were frequent, especially when stock ran out without notice.
text
❋The Real Problems We Uncovered
03. No Real-Time Updates
Order edits or inventory checks required manual confirmation.
→ Delays and confusion were frequent, especially when stock ran out without notice.
text
❋The Real Problems We Uncovered
03. No Real-Time Updates
Order edits or inventory checks required manual confirmation.
→ Delays and confusion were frequent, especially when stock ran out without notice.
text
❋Problem
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
text
❋Problem
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
text
❋Problem
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
text
-Increasing anxiety competition rate
-Lack of motivational information
-Lack of preferences & Unnoticeable filter
-Increasing anxiety competition rate
-Lack of motivational information
-Lack of preferences & Unnoticeable filter
-Detailed match with personal interest & Easy to access
-Encouraging application feature
-Well-organized & intuitive beneficial information
-Detailed match with personal interest & Easy to access
-Encouraging application feature
-Well-organized & intuitive beneficial information
❋Design Process
How I Solved for Clarity in a Complex Workflow
text
❋Design Process
How I Solved for Clarity in a Complex Workflow
text
❋Design Process
How I Solved for Clarity in a Complex Workflow
text
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🔍 Research & Discovery: Mapping the Real Friction
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
🔍 Research & Discovery: Mapping the Real Friction
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
🔍 Research & Discovery: Mapping the Real Friction
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
⚠️ Communication Breakdown: Diagnosing the Deeper Problem
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
⚠️ Communication Breakdown: Diagnosing the Deeper Problem
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
⚠️ Communication Breakdown: Diagnosing the Deeper Problem
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
✏️ Ideation: Designing for Simplicity and Confidence
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
✏️ Ideation: Designing for Simplicity and Confidence
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
✏️ Ideation: Designing for Simplicity and Confidence
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
🔁 Testing & Iteration: From Concept to Confidence
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
🔁 Testing & Iteration: From Concept to Confidence
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
🔁 Testing & Iteration: From Concept to Confidence
I started by investigating the behavior behind the breakdown:Shadowed bookstore staff during submissionsInterviewed warehouse workers and CS teamAnalyzed recurring support tickets
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
I started by investigating the
❋Design Process
🔍 Research & Discovery: Mapping the Real Friction
I began by immersing myself in the existing system. I didn’t assume the UI was the problem,I looked for behavior gaps, system inconsistencies, and operational breakdowns.
text
❋Design Process
🔍 Research & Discovery: Mapping the Real Friction
I began by immersing myself in the existing system. I didn’t assume the UI was the problem,I looked for behavior gaps, system inconsistencies, and operational breakdowns.
text
❋Design Process
🔍 Research & Discovery: Mapping the Real Friction
I began by immersing myself in the existing system. I didn’t assume the UI was the problem,I looked for behavior gaps, system inconsistencies, and operational breakdowns.
text
❋Design Process
Test & Improvement
We ran a two-week A/B test with internal influencers for 2 weeks in August,
and the data showed Concept B drove greater user engagement. The detailed results are below:
text
❋Design Process
Test & Improvement
We ran a two-week A/B test with internal influencers for 2 weeks in August,
and the data showed Concept B drove greater user engagement. The detailed results are below:
text
❋Design Process
Test & Improvement
We ran a two-week A/B test with internal influencers for 2 weeks in August,
and the data showed Concept B drove greater user engagement. The detailed results are below:
text
-Increasing anxiety competition rate
-Lack of motivational information
-Lack of preferences & Unnoticeable filter
-Detailed match with personal interest & Easy to access
-Encouraging application feature
-Well-organized & intuitive beneficial information
❋Result
Selection and application rates doubled, making a significant impact
We designed our approach by applying the theory of the psychological effects of slot machines to our hypothesis,
aiming to increase influencer’s campaign application rates by providing successful experiences through appropriate rewards. This resulted in increased numbers of
selected accounts and campaign application rates, demonstrating successful outcomes.
text
❋Result
Selection and application rates doubled, making a significant impact
We designed our approach by applying the theory of the psychological effects of slot machines to our hypothesis,
aiming to increase influencer’s campaign application rates by providing successful experiences through appropriate rewards. This resulted in increased numbers of
selected accounts and campaign application rates, demonstrating successful outcomes.
text
❋Result
Selection and application rates doubled, making a significant impact
We designed our approach by applying the theory of the psychological effects of slot machines to our hypothesis,
aiming to increase influencer’s campaign application rates by providing successful experiences through appropriate rewards. This resulted in increased numbers of
selected accounts and campaign application rates, demonstrating successful outcomes.
text
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