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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%
Reduction in delivery errors
-
71%
Less manual handling time for CS team
Improved Refining the System Flow:
+
42%
Increased the adoption rate
-
82%
Reduction in delivery errors
-
71%
Less manual handling time for CS team
Improved Refining the System Flow:
+
42%
Increased the adoption rate
-
82%
Reduction in delivery errors
-
71%
Less manual handling time for CS team
Project Overview
3 times/week
3/week
Delivery Errors
5.8%
Initial App Usage
15 calls
CS Calls/Week
9months
Project Timeline
+5yrs ago
Latest Update
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
Manual updates, low visibility, and disconnected communication channels created repeated errors and delays, ultimately holding back business growth
❋The Context
Manual updates, low visibility, and disconnected communication channels created repeated errors and delays, ultimately holding back business growth
❋The Context
Manual updates, low visibility, and disconnected communication channels created repeated errors and delays, ultimately holding back business growth
The Problem
4
❌ Error rate 2–3 orders were missed every day
📉 Adpoption rate Below 5.8%
📉 Internal efficiency 1.5 extra communication rounds & 3–5 hours per order
😡 Satisfaction Declining customer satisfaction
The Problem
4
❌ Error rate 2–3 orders were missed every day
📉 Adpoption rate Below 5.8%
📉 Internal efficiency 1.5 extra communication rounds & 3–5 hours per order
😡 Satisfaction Declining customer satisfaction
The Problem
4
❌ Error rate 2–3 orders were missed every day
📉 Adpoption rate Below 5.8%
📉 Internal efficiency 1.5 extra communication rounds & 3–5 hours per order
😡 Satisfaction Declining customer satisfaction
❋Problem
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
❋Problem
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
❋Problem
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
❋Research - Publisher Staff
Approximately 45% of operational inefficiency stems from communication related issues, specifically regarding transmission reliability and fragmented communication channels.
❋Research - Publisher Staff
Approximately 45% of operational inefficiency stems from communication related issues, specifically regarding transmission reliability and fragmented communication channels.
❋Research - Publisher Staff
Approximately 45% of operational inefficiency stems from communication related issues, specifically regarding transmission reliability and fragmented communication channels.
❋Research - CS team
Around 39% of the CS workload is consumed by fragmented inquiry channels and redundant communication caused by inventory mismatches.
While CS is inherently about communication, the current high volume suggests a lack of data transparency for the clients.
❋Research - CS team
Around 39% of the CS workload is consumed by fragmented inquiry channels and redundant communication caused by inventory mismatches.
While CS is inherently about communication, the current high volume suggests a lack of data transparency for the clients.
❋Research - CS team
Around 39% of the CS workload is consumed by fragmented inquiry channels and redundant communication caused by inventory mismatches.
While CS is inherently about communication, the current high volume suggests a lack of data transparency for the clients.
❋Strategy
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
❋Strategy
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
❋Strategy
A comprehensive redesign that aligned system functionality with real user workflows, supported by improved team collaboration and data-driven design decisions
❋Design Process
Sorry, This is confidential content and can’t be shared publicly. If you reach out via email, I’d be happy to share it with you privately!
❋Design Process
Sorry, This is confidential content and can’t be shared publicly. If you reach out via email, I’d be happy to share it with you privately!
❋Design Process
Sorry, This is confidential content and can’t be shared publicly. If you reach out via email, I’d be happy to share it with you privately!
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