McKesson
McKesson
McKesson
Improving the healthcare
e-commerce experience
Improving the healthcare
e-commerce experience
Improving the healthcare
e-commerce experience
Product
Supply Manager
Supply Manager
Category
UX Design
UX Design
My Role:
UX, UI, Documentation
UX, UI,
Design System Rebuild,
Documentation
UX, UI,
Design System Rebuild
Documentation
Tools Used
Years Worked on: 1.5
Project Overview
Project Overview
Project Overview
SupplyManager is a leading B2B e-commerce platform that provides a convenient and efficient way for customers to order medical supplies, track inventory levels, and manage their orders.
SupplyManager is a leading B2B e-commerce platform that provides a convenient and efficient way for customers to order medical supplies, track inventory levels, and manage their orders.
SupplyManager is a leading B2B e-commerce platform that provides a convenient and efficient way for customers to order medical supplies, track inventory levels, and manage their orders.
The problem statement
The problem statement
The problem statement
In 2019, the company introduced a revamped version of their website, intending to improve user experience and streamline the ordering process. However, after the launch, the company noticed that the Net Promoter Scores (NPS) were lower than expected. Our team was brought in to analyze customer feedback and identify the root causes of this issue.
Previous NPS Score: -1
New NPS Score: 24
This case study showcases: ✔ Homepage ✔Reorder Guide & Lists ✔Cart
•Saved Carts •View Alternatives •Account Selector •Dynamic ETA •Checkout •PDP •Order Status •Returns
In 2019, the company introduced a revamped version of their website, intending to improve user experience and streamline the ordering process. However, after the launch, the company noticed that the Net Promoter Scores (NPS) were lower than expected. Our team was brought in to analyze customer feedback and identify the root causes of this issue.
Previous NPS Score: -1
New NPS Score: 24
Years Worked on: 1.5
This case study showcases: ✔ Homepage ✔Reorder Guide & Lists ✔Cart
•Saved Carts •View Alternatives •Account Selector •Dynamic ETA •Checkout •PDP •Order Status •Returns
In 2019, the company introduced a revamped version of their website, intending to improve user experience and streamline the ordering process. However, after the launch, the company noticed that the Net Promoter Scores (NPS) were lower than expected. Our team was brought in to analyze customer feedback and identify the root causes of this issue.
Previous NPS Score: -1
New NPS Score: 24
Years Worked on: 1.5
This case study showcases: ✔ Homepage ✔Reorder Guide & Lists ✔Cart
•Saved Carts •View Alternatives •Account Selector •Dynamic ETA •Checkout •PDP •Order Status •Returns
User problems
User problems
User problems
Lack of customization
Through multiple user interviews and usability test it was discovered that different personas had different problems and needs.
Inadequate product information
Customers struggled to find alternative products that were clinically equivalents when the product they needed was unavailable due to inconsistent or incomplete product descriptions.
Unclear language
The term ‘Reorder Guide’ caused confusion for customers causing user error due to their expectation of the page to be an "order history". Another pain point customers were having was jumping from page to page and navigating through long lists of items to complete a certain tasks.
Lack of customization
Through multiple user interviews and usability test it was discovered that different personas had different problems and needs.
Inadequate product information
Customers struggled to find alternative products that were clinically equivalents when the product they needed was unavailable due to inconsistent or incomplete product descriptions.
Unclear language
The term ‘Reorder Guide’ caused confusion for customers causing user error due to their expectation of the page to be an "order history". Another pain point customers were having was jumping from page to page and navigating through long lists of items to complete a certain tasks.
Lack of customization
Through multiple user interviews and usability test it was discovered that different personas had different problems and needs.
Inadequate product information
Customers struggled to find alternative products that were clinically equivalents when the product they needed was unavailable due to inconsistent or incomplete product descriptions.
Unclear language
The term ‘Reorder Guide’ caused confusion for customers causing user error due to their expectation of the page to be an "order history". Another pain point customers were having was jumping from page to page and navigating through long lists of items to complete a certain tasks.
UX Process
Define
• Asking questions, Whats the problem? Root cause? What do we know? How do we go about it? Do we need to redo or improve on what we have
• Come up with hypothesis
• Asking questions, Whats the problem? Root cause? What do we know? How do we go about it? Do we need to redo or improve on what we have
• Come up with hypothesis
Design
Research
• Sketch potential design solutions
• Narrow down to best solution
• Wireframe
• Set up prototype for testing
• Competitor research
• User interviews
• Analytics
• Sketch potential design solutions
• Narrow down to best solution
• Wireframe
• Set up prototype for testing
Documentation for
Dev
Analyze
Documentation
for Dev
• Document screens, interactions, screenflows, and mobile devices
• Fig jam analysis of research and data. Organize & synthesize
• Document screens, interactions, screenflows, and mobile devices
Research
Design
• Competitor research
• User interviews
• Analytics
• Sketch potential design solutions
• Narrow down to best solution
• Wireframe
• Set up prototype for testing
• Competitor research
• User interviews
• Analytics
Validate
• Click test or user testing
• Synthesize outcome
• Click test or user testing
• Synthesize outcome
Implement
Repeat
• Set up analytics
• Work with development using jira tickets and UX open office hours
• Set up analytics
• Work with development using jira tickets and UX open office hours
Analyze
Documentation
for Dev
• Fig jam analysis of research and data. Organize & synthesize
• Document screens, interactions, screenflows, and mobile devices
• Fig jam analysis of research and data. Organize & synthesize
Repeat
Implement
• Repeat Research, Analysis, Design, Validation if needed
• Set up analytics
• Work with development using jira tickets and UX open office hours
• Repeat Research, Analysis, Design, Validation if needed
The Solution
A User-Centric Design
A complete, user-focused overhaul was implemented throughout the site, prioritizing easy navigation, personalization, and quick access to important information. The most significant transformation occurred on the homepage, being the primary point of entry. The aim was to optimize this page to deliver a more tailored experience.
Utilizing survey responses and analytics, we pinpointed the most frequent user paths for placing orders, making sure these actions were prioritized above the fold. To tackle the navigation hurdles, we also made certain to include items users frequently searched for. For instance, approvals, order statuses, and allocated items. During our interviews, it also became apparent that users were not aware of certain features that could better assist them in achieving their objectives, so we added a resources and articles section on the homepage.
Current NPS Score: 24
The Solution
The Solution
A User-Centric Design
A complete, user-focused overhaul was implemented throughout the site, prioritizing easy navigation, personalization, and quick access to important information. The most significant transformation occurred on the homepage, being the primary point of entry. The aim was to optimize this page to deliver a more tailored experience.
Utilizing survey responses and analytics, we pinpointed the most frequent user paths for placing orders, making sure these actions were prioritized above the fold. To tackle the navigation hurdles, we also made certain to include items users frequently searched for. For instance, approvals, order statuses, and allocated items. During our interviews, it also became apparent that users were not aware of certain features that could better assist them in achieving their objectives, so we added a resources and articles section on the homepage.
Current NPS Score: 24
A User-Centric Design
A complete, user-focused overhaul was implemented throughout the site, prioritizing easy navigation, personalization, and quick access to important information. The most significant transformation occurred on the homepage, being the primary point of entry. The aim was to optimize this page to deliver a more tailored experience.
Utilizing survey responses and analytics, we pinpointed the most frequent user paths for placing orders, making sure these actions were prioritized above the fold. To tackle the navigation hurdles, we also made certain to include items users frequently searched for. For instance, approvals, order statuses, and allocated items. During our interviews, it also became apparent that users were not aware of certain features that could better assist them in achieving their objectives, so we added a resources and articles section on the homepage.
Current NPS Score: -1
Previous Homepage
Previous Homepage
Previous Homepage
New Homepage
New Homepage
New Homepage
User curated and rapid shopping
Combining lists and reorder guide to reduce the amount of pages users need to navigate and simplify the process. Self-curated lists of products that can be organized in a way users see fit, such as pinning their most used lists to the top, re-ordering products within their lists, and a grid view so users can view more items at once.
User curated and rapid shopping
Combining lists and reorder guide to reduce the amount of pages users need to navigate and simplify the process. Self-curated lists of products that can be organized in a way users see fit, such as pinning their most used lists to the top, re-ordering products within their lists, and a grid view so users can view more items at once.
User curated and rapid shopping
Combining lists and reorder guide to reduce the amount of pages users need to navigate and simplify the process. Self-curated lists of products that can be organized in a way users see fit, such as pinning their most used lists to the top, re-ordering products within their lists, and a grid view so users can view more items at once.
Previous List & Reorder Guide
Previous List &
Reorder Guide
Previous List & Reorder Guide
Updated List & Reorder Guide
Updated List &
Reorder Guide
Updated List & Reorder Guide
Combining lists and reorder guide to reduce the amount of pages users need to navigate and simplify the process. Changed “reorder guide” to “previously purchased” to make it more clear to users looking for their past ordered items
Added the ability to group items by order to easily add entire past order to cart or list
Recommended sidebar to bring products they most likely need reordered to the top
Added grid view so users can search for items in a more even distribution.
Pin their most used lists to the top
Added the ability to group items by order to easily add entire past order to cart or list
Recommended sidebar to bring products they most likely need reordered to the top
Added grid view so users can search for items in a more even distribution.
Added the ability to group items by order to easily add entire past order to cart or list
Combining lists and reorder guide to reduce the amount of pages users need to navigate and simplify the process. Changed “reorder guide” to “previously purchased” to make it more clear to users looking for their past ordered items
Pin their most used lists to the top
Replacement product visibility
A Simplified Shopping Cart navigation and improved text hierarchy was implemented to help ease user frustration with checkout. View Alternatives or replacement products will enable them to find cheaper substitutes or replacement items easily. The solution would be to give users better visibility into when certain products are not available, by providing customers with a clinical equivalent or alternative.
Replacement product visibility
A Simplified Shopping Cart navigation and improved text hierarchy was implemented to help ease user frustration with checkout. View Alternatives or replacement products will enable them to find cheaper substitutes or replacement items easily. The solution would be to give users better visibility into when certain products are not available, by providing customers with a clinical equivalent or alternative.
Replacement product visibility
A Simplified Shopping Cart navigation and improved text hierarchy was implemented to help ease user frustration with checkout. View Alternatives or replacement products will enable them to find cheaper substitutes or replacement items easily. The solution would be to give users better visibility into when certain products are not available, by providing customers with a clinical equivalent or alternative.
Previous Cart
Previous Cart
Previous Cart
Updated Cart
Updated Cart
Added categorized tabs to let users search and group items more efficiently
Give users a replacement option when an item is out of stock and allow them to easily replace it
Let users know when there is a cheaper item available and allow them to easily switch
‘Quick View’ of the product so user can compare the recommended product without leaving the page.
Added categorized tabs to let users search and group items more efficiently
Give users a replacement option when an item is out of stock and allow them to easily replace it
Let users know when there is a cheaper item available and allow them to easily switch
‘Quick View’ of the product so user can compare the recommended product without leaving the page.
Updated Cart
Added categorized tabs to let users search and group items more efficiently
Give users a replacement option when an item is out of stock and allow them to easily replace it
Let users know when there is a cheaper item available and allow them to easily switch
‘Quick View’ of the product so user can compare the recommended product without leaving the page.
The Outcomes
Improved Customer Experience
The redesigned e-commerce platform led to an improved customer experience for over 210,000 SupplyManager users. The NPS scre went from -1 to 24!
Collaborative and Data-Driven Process
Throughout this project, we closely collaborated with multiple teams creating a more collaborative and data-driven product development process. The emphasis on data analysis and user feedback became fundamental to decision-making.
Our process:
The Outcomes
Improved Customer Experience & NPS Scre
The redesigned e-commerce platform led to an improved customer experience for over 210,000 SupplyManager users. The NPS score went from -1 to 24!
Collaborative and Data-Driven Process
Throughout this project, we closely collaborated with multiple teams creating a more collaborative and data-driven product development process. The emphasis on data analysis and user feedback became fundamental to decision-making.
Our process:
The Outcomes
Improved Customer Experience & NPS Scre
The redesigned e-commerce platform led to an improved customer experience for over 210,000 SupplyManager users. The NPS score went from -1 to 24!
Collaborative and Data-Driven Process
Throughout this project, we closely collaborated with multiple teams creating a more collaborative and data-driven product development process. The emphasis on data analysis and user feedback became fundamental to decision-making.
Our process:
