How do you create the best possible journey for every user?
Research. And a lot of user data. We gathered ‘voice of the employee’ data, using it to build a list of specific functional goals that would satisfy the needs of every user role. And in the other half of the equation, we looked at the ‘voice of the customer’ – research that led us to making sure our dashboard gave customers more clarity on their orders.
Looking at the issues (opportunities) from both the employee and customer objectives allowed us to deliver the best experience for both.