What I found

Business Problem

The need for this project arose when Smart Spaces decided to migrate their current Harvey Norman Partner Portal from Streamline onto a new platform called FSL. This presented us with the opportunity to redesign the website to make it easier for our technicians to use. It also allowed us to design it so that it could serve as a template for future partners to use.

THE APPROACH

How I fixed it

Hypothesis

Due to a poorly designed portal technicians were finding it difficult to view the service catalogue and suggest additional services to upsell to the customer. The customer was then missing out on good investment opportunities and becoming frustrated at the time it was taking the agent to book the job.

Measures of Success

I planned to use a combination of qualitative metrics like conversion rates and task completion times and qualitative feedback from user testing and satisfaction surveys.

STEP 1

Stakeholder Interviews

The project first required an audit of the current portal to identify what was working and what wasn’t. The stakeholder also provided the requirement to design it as though it were a generic template which could be customised based on different potential partnership requirements. This acceptance criteria ultimately future proofed the design.

STEP 2

Ideation

From here I could begin designing a future state. I designed three versions of the partner portal and then updated designs across the entire E2E journey from email comms and invoices to customer appointment management in My Account on the Smart Spaces website.

There were even a few more new journeys added such as those for field tech assisted sales agents.

STEP 3

Feedback & Approval

Throughout the design stage I entered into an intensive feedback cycle collecting feedback from the stakeholder and the developers. The platform changed during this stage which moved the authentication process from the website to a separate platform for security. Finally I was provided with approval.

STEP 4

QA

Having briefed the developers I was provided with test links and highlighted errors and fixes.

THE SOLUTION

What I did

After many meetings with the developers it was agreed that the easiest solution was to use our existing website to host part of the experience which would then allow us access to use many existing components and systems. Customers would be able to access their appointments as though they were products in the My Account section of Smart Spaces.

THE CHALLENGES

What I learned

One thing I learned is that even stakeholders and project managers miss things. As I began designing I asked questions about some of the pages that hadn’t been briefed in yet which was good because there were quite a few pages that had accidentally been missed and required redesign.