Samsung Asset Management or in-store ERP
At first, this project seemed relatively small in scale. However, I was assigned to this project unexpectedly to fix some serious problems as both the project manager and the lead of the design team.
Once I took the reins, it became clear that the clients' actual needs differed significantly from what was outlined in the project plan. Also, The main stumbling blocks arose from our team's limited understanding of how our users operate and what they truly require. Additionally, there was a lack of clarity on how to effectively collaborate with other departments, a crucial aspect that was overlooked in the project plan.
To ensure the success of this venture, we must pay close attention to often overlooked areas like logistics and merchandising. But above all, we need to prioritize a user-centric design approach. This, I believe, is the linchpin to achieving genuine success in this project.
Roles & Responsibilities Project Manager, Interaction and Service Designer, Visual Designer
Platform Mobile App, Desktop-Web
Tools Sketch, Invision
Timeline 2017
Goals
- Deliver the usable product within time limitation
- Transcend their organization
- Standardize the forms and terminology across organization
- Ensure the cohesive end to end journey
Challenge
- The business tension
- Deliver the usable product within time limitation
- Limited resources
Process
- Define project’s goal
- Identify users and roles
- Identify user’s needs and goals
- Ask for consultancy or consult with experts
- Phase the project or put a new request into project backlog
Design Methods
- Build - measure - learn method
- User interview, focused group
- Ethnographic research
- Affinity diagram
- Card sorting
- User journey, service blueprint
- Concept testing
- Usability testing
- Design System
Research and Understanding
I had conducted a lot of user interviews, ethnographic research to get a laser-sharp clear of understanding
- A handful of users type had dominated over the others. This had made the need of some users undiscovered.
- In order to solve this problem, all users, their roles, and all the touch points had to be identified and understood clearly.
Identify key users
👤 Samsung HQ
- Responsible for announcement of new product launch
- Approve a request from teams
- Merchandising and Stocking
- Identification
- Promotion and campaign management
👤 RS/SESA Lead
- Inventory and stocking
- Create request to Samsung HQ
- Response for campaign and shop promotion
👤 RA/SESA/MER
- Inventory and stocking
- Create request to Samsung HQ
- Response for campaign and shop promotion
👤 Sales
- Sales target
- Demo device and setup
- Shop upgrade and renovation
Understand users
- Job-to-be-done, Roles, and their Mind-set
- How each user interact with others
Understanding the problems
- No real-time tracking
- No clear expectation and due date
- Communication among difference teams
Also, People from different team used difference terminology especially in paper documents that shared across.
To tackled this issue, I was printing out all the documents and put them to the wall. It was a lot of them. Then, I drew lines to connect related information and checked if they had the same meaning or not. Later, i I employed a hybrid card sorting method with the users.
Design Iteration
Usability Testing
Use lo-fi prototyping with an in depth-interview method to validate the ideas
Establish Design Principles
Mimicking shopping experience
One of the Insight from user's interview, most of them familiar with online shopping experience. So, we user how user browsing, order, and track order.
Always come with instruction
Every order come with how to set up mockup and there is a feature to take a photo and send to Samsung HQ to get confirmation
Familiarity
Informative & Actionable
Traceable
Outcome: Mobile App
Feature : Project Board casting
Send global project (work-to-be-done such as new product launch, new store renovation, new advertisement) or send only specific group.
Feature : Check-in Asset
Easily check-in product arrived at a store by scanning barcode and take a photo without the need to manually key-in
Samsung phone is an Android OS.
However, some users were using an iPhone. To fix this problem, we decide to use web-responsive to allow user from multiple platform and it's also easy to maintenance.
Dealing with tremendous data
Filling out forms could be painful. To solve this problem, we allow user to upload an excel files when they need to deal with lot of data.
Outcome: Web Application for Samsung HQ
Easiness and trackable
- Breakdown all individual workflow into small chunks and listed them as a menu for an
Ensuring Design Consistency
- Establish the design system, start form atoms, molecules and organism to reuse all design element as much as possible
Usability principles
- The designs were strongly followed all usability principles to make sure that we would make mistakes as least as possible.
Functionality and Features:
- The software covers essential aspects of your business operations, such as inventory management, ordering, , logistic and tracking, and most importantly product and store set up guideline
Design system
- Color, Typeface, and Designer Guideline
- To maintain consistency cross different platforms, I decided to change typeface from conventional Samsung typeface and made the comparative Guideline
Bottom Line
This product has a lot of rooms for improvement and there were interesting features in the products backlog before I left the company for a new opportunity.
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