The doorway app was designed to modernize the process of a local custom door manufacturer. This company had locations in Austin and Mexico. I partnered with a UX Researcher, and small team to come up with a possible solution for their business. The following screens are some of the samples that we came up with.
Background: The idea for the Doorway app came about because a local custom door manufacturer, approach myself and team to come up with a solution to help them modernize their ordering capabilities, and to also elevate their customers' experience. A typical customer journey started with researching their need, working with a designer, placing an order and then awaiting delivery which took anywhere from 3 to 4 weeks depending on the order.
Typical pain points: From a customer side, they needed an easy way to customize their ordering experience. Once they placed an order, then also needed a way to track the progress, without having to call in and wait on hold to get an update. From the manufacturing side, they were keeping paper records and managing all orders by hand. When a customer wanted a status update they had to look up physical files and check. Since all of the work was done in Mexico, this would also involve making a call to Mexico to get a more accurate update.
Research: 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. We also conducted on-site user testing once we had paper prototypes to see what portions of the solution where or were not working. We also go the chance to speak to current and potential customers to see what their process was like. We had a member of the team travel to Mexico to visit with the manufacturing location to see how they managed and tracked orders.
Approach: Once we gathered enough data we began to construct the following user persona based on people we spoke to and technical constraints.
Sue: Sue is some-what tech-savy, she manages existing orders and is often multi-tasking on any given day. She has very little time for research and needs to work quickly and efficiently.
Brad: Brad is a manufacturing that manages a team of workers that make custom iron doors. He likes to have accurate data and needs to keep accurate inventory.
Juan: Juan is a local artisan that takes pride in what he does. He believes that good work takes time and must always be done well. He has a good idea of how long it takes to manufacturer something.
Melvin: Melvin is re-modeling his home. He has very specific taste and prefers to have parts of his home custom built. Money is not an object for him. He loves keeping track of everything he does. He is very busy and prefers not to wait on hold for anything.
Ideation: Based on the constraints of the various users we knew that we need a mobile solution that could be loaded on various devices. We wanted to create user levels from: Admin all the way down to builder levels. This would help the app act as repository for order data. For example a builder could add status updates from the factory directly to a specific order number. When a customer logs in to check they would have access to this information and wouldn't have to call in.
Result: The result was an experience that lent itself well to the entire process, It allowed managers a various levels to access, manage and input the data as needed. It managed orders and kept records allowing more time for others tasks that were better served or more important. When a customer wanted to order, or check the status, they had the ability to simply log in and check.
Order Management Dashboard