a Product Designer with over 10 years experience crafting digital products & services in agencies, startups & large corporations

Shell

Order tracking platform

ROLE

Senior Product Designer

DURATION

9 months

PLATFORM

Desktop

IMPACT

Launched iOS & Android app

Working as a Senior Product Designer at the Shell Agile Hub. Overseeing the end-to-end design process on a global back end order tracking platform. Working closely as part of an agile team, responsible for leading usability testing phases with users in the Philippines and Poland and successfully overhauling the UI using the new Shell design system. The new design resulted in a 20% increase in live call resolution, enabling customers to track their orders quicker with access to more relevant data.

1.0 Business case

The primary focus from a business perspective was to increase live call resolution to 90%. This meant that the redesigned interface should allow the call centre users to effectively track orders and relay information to customers as seamlessly as possible. Therefore increasing customer satisfaction and reducing the need for call centre resources.

2.0 Discovery

Unlike previous projects which had started from scratch, this project was taken over from a previous UX designer with the aim to continue the discovery and user testing phases as well as overhaul the UI. At this stage, detailed wireframes had been produced and some user feedback had been gathered.

3.0 Prototyping & TESTING

Once the wires had been approved by stakeholders the UI was brought in line with the new Shell agile hub design system. Clickable prototypes were then created and tested with users both remotely and face to face in the Philippines and Poland. The feedback from these sessions informed the decision making and which features to prioritise. This was an ongoing process and a strong feedback loop was set up with users to keep them involved at every stage.

4.0 Developer handover

Working closely with two developers throughout the project made the handover process very straight forward. New components and pages were reviewed daily and changes were made where needed to bring in line with designs. This rapid, hands on build also enabled more user feedback from a live test version without the need for clickable prototypes.

Shell

Virgin Media >

bp >

Mercedes-Benz>

NatWest >