Jem.co

JEM.co is a SaaS solution. It’s essentially an ERP product and deals with a wide variety of business processes. Quoting, Order Processing,
Billing, Reconciliation, Customer Support/Ticketing, Job Management, Stock and Warehousing

Audience

Business users – Around 1,2K Companies

KPIs when the client contacted me: CSAT (37%) and (NPS – 20)

Main Goals

Improve Customer satisfaction rate And Net promote score  

Challenge 01

Customers could not understand where he/she was located. Overload screens with unnecessary functions. Users needed additional clicks to clarify which product or brand they were looking at. There was no intuitive connection between category and sub category.

Solution

I’ve designed navigation in terms of always showing customers current location and providing the whole picture of the flow. In addition now users are able to easily move from any page to the page of the brand.

Challenge 02

Customers often used to look for subcategories, however, in the menu were more than 60 menu items and was very difficult to guess or remember where located particular menu items. On the other hand, users were not able to have quick access to often used modules.

Solution

In my solution, I’ve provided a menu where main and sub-menu elements are already shown. This makes it easy to find and access the sub-menu. Added smart menu functions to search necessary elements instantly. After this system become more user-friendly. In addition, I’ve created a section that shows often-used pages.

Challenge 03

After conducting qualitative user research I’ve created a flow diagram. Identified main pain points and concerns in the whole process. According to this improved process. Consequently, customers were able to go through processes much faster and achieve goals. I’ve reduced the Time to task process by 31 %.

Challenge 04

On the dashboard were not underlined the most crucial functionalities. It did not follow information architecture rules. CTA buttons were not worked appropriately. Customers could not have the ability to access the main modules easily.

Solution

Based on research I have underlined important elements. In users were able to continue the previous sesstion with one click from the dashboard. I have created a notification module to avoid customers to miss important statuses. Finally, I have designed a dashboard that helps users to be quick, efficient and proactive.