A supplier of pool liners and covers had a functional but outdated extranet for their pool dealers to download resources, review account preferences, request quotes, order covers and liners, and check the status of orders.
The older home-grown system had all of the necessary functionality, but the terminology, layout of information, and the configuration of the workflow were confusing for dealers.
We were tasked with helping make sense of the system.
Although we didn’t have the budget for interviewing their users, I interviewed their customer service team to understand how dealers were using the current system, and what their biggest reported challenges were to make sure I kept what was working well in the previous system, and enhanced what wasn’t.
Tools & methods:
- Content inventory
- Site map
- Workflow diagram
- Low-fidelity sketches
- PowerPoint wireframes