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The Sales team at Waresix faced a significant challenge in closing deals promptly due to delays in acquiring shipment prices from the Supply team. This bottleneck was affecting their ability to negotiate and finalize orders swiftly. The chart highlighting the increasing trend of sales team price requests from June to August underlines the urgency of finding a solution.
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Sales team price requests.
Upon investigating, it became evident that the Supply team, responsible for managing relationships with shipment vendors, was overwhelmed with numerous requests. This excess workload hampered their ability to respond quickly to the Sales team's demands, resulting in a lengthy and cumbersome process. Our mission was clear: analyze the price request process, identify pain points, and seamlessly integrate improvements for the Sales, Pricing, and Supply teams.
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Supply team price requests fulfillments.
To understand the Supply team's daily challenges, we engaged in shadowing activities. This revealed a bottleneck in the process: duplicates and unattainable price requests that consumed valuable time. Our user research and time tracking provided valuable insights into daily activities and pain points.
User shadowing.
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Activity tracker.
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User pain points.
Building on our findings, we crafted two distinct processes for acquiring prices: maintaining the existing one for custom needs (Non-Standard) and introducing a fresh approach using a comprehensive price database (Standard). Collaborating with stakeholders from Sales, Pricing, Supply, and Engineering, we optimized the process based on their feedback, allowing the Sales team to expedite the approval process for non-alarming prices.
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As-is process.
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To-be process.
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To-be process approval optimization.
Before implementation, I evaluated the existing design and made improvements, introducing new request tags like "Request Type" to differentiate between Standard and Non-Standard requests. Leveraging the price database, we streamlined the request process, automating approval for secure sales prices.
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Design improvements lists.
Clearly differentiate between standard and non-standard requests.
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Add request type.
Seamlessly access prices within the existing system.
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Input line item.
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Check price.
Visual indicators highlight the need for approval based on sales price competitiveness.
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Input price.
Rigorous usability testing with the Sales team unearthed crucial insights, leading to adjustments such as clear indicators for differentiating higher and lower sales prices. The iterative design process addressed user concerns, ensuring a seamless and user-friendly experience.
Usability testing.
Sales price indicator.
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Sales price indicator iteration.
The implemented changes resulted in a notable reduction in both sales team requests to the Supply team and the number of requests the Supply team needed to fulfill. The charts illustrate a consistent decline from September onwards, contributing to an impressive 57.2% reduction in the time required to acquire prices for customers.
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Sales team price requests.
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Supply team price requests fulfillments.
Regular reflection ensures alignment and optimal decision-making.
Open communication between designers and project managers is crucial for setting realistic deadlines.
User testing is vital for understanding product intricacies and user flows.