Officeworks is major retailer in Education sector to provide school supplies to over 2300 schools growing to 4000 schools and millions of parents of Australia to support children’s needs from Pre-school to Higher Secondary schooling. To support during peak season Oct-Feb of every year, there are various initiatives retail website, school support portal, parents support portal, backend portal to support B2B2C activities.
… Quick and easy. I used the “let us know when you’re in your way” option and parcel was waiting ...
In order to be support various user groups such as parents, school staff, admin staff every year to improve experience of the users that interact with the portal, automate processes and features of the software, support business decisions and generate revenue.
Domain
Domain:
e-Commerce
Education
Schools
Parents
Areas:
Enterprise B2B2C
Shopping experience
Back to School
Skill and Expertise:
Product Design
Human-centric approach
Collaboration
Research
Competitor research
Usability Audits
Low-Hi Fi prototypes
User interviews and testing
User flows & Empathy maps
Qual and Quan research
Responsive Web
- While working with Officeworks, I led the project objective and goals for year 2023-24:
- Clear the feature backlog of requirements from 2 years
- Improve the efficiency of backend admin staff of Officeworks by improving features, automate manual & translation processes
- Combine the journeys of parents (School Ready Pack and School List Service) to re-use templates of school lists for other parents, educate schools to partner more effectively with Officeworks to improve experience.
- Building a common understanding of the tasks at hand
- Mapping the timelines of the project ask for 2023-24
- Mapping the UX efforts for various feature release and planning activities with the product team, internal design teams, development and business teams
- Mapping existing research insights to validate flows for the project 5. Learning from the Hotjar data for similar initiatives
- Document all the steps with iterative prototyping for visualising the solution
- Testing the prototypes with identified user groups
- Insights from business, development team and actual users a. Universal Find and Replace b. SLS and Parent pay combined journey
- Project delivery implemented as Critical path, Go-Live and Fast Follows plan.
- Ongoing enhancements suggested to mitigate inconsistencies of branding
- The team had not worked with UX Designer before
- No UX efforts prior for this project scope and no time allocated
- Inconsistent branding across applications to address flows especially for Education portal
- Time crunch to implement