Industry
Retail
Client
Spotlight Retail Group
Swift App - Mobile App for Order Fulfilment Workflow
A Bespoke End-to-end Order Management Suite from Delivery Fulfilment, Click & Collect and Returns
The Spotlight Retail Group was preparing a major process revamp to streamline and launch their Click & Collect service as part of the proposition expansion. As part of the eCommerce team, I collaborated with the support team and InfoSys to redesign the OMS application, to deliver a fully customised solution for the whole fulfilment process.
Background
The old SRG Order Fulfilment Application, NETO, lacks end-to-end procurement capabilities, particularly in packing, manifesting, and returns. With the introduction of Click-&-Collect, the Retail Operations team requires a custom workflow for efficiency and improved SLAs. Additionally, a stock adjustment app is being refreshed, and corporate’s shift to Android PDAs will render iOS devices obsolete. Collaboration with InfoSys revealed that their off-the-shelf solution cannot accommodate necessary customisations, and the web-based app for PDAs fails to re-sync after connection disruptions. Furthermore, the existing UI solutions offer limited customisation, and there’s no documented design library or framework to implement the Carbon Design System.
Problems
The out-of-the-box solution from InfoSys couldn't meet the Retail Operation's requirements and needs.
The web-based PDA application couldn't re-sync after connection disruptions.
The out-of-the-box interface and experience offer limited customisation.
No documented design library or elements are available as a framework or boilerplate.
Solutions
There is a need to start developing fully customised Order Fulfilment Solution from scratch.
Native Android App that can work both offline and online to replace iOS-based PDA.
Designed to be brand-agnostic for all SRG’s label including Anaconda and Mountain Design.
Google Material Design are used as usability guidance in designing the flow and pattern.
Using Kotlin to boost development efficiency of the project.
Design Process
As the UX designer, I collaborated with stakeholders from InfoSys and Retail Ops to define project scopes and investigate outdated out-of-the-box solutions. I mapped out user journeys and developed multiple fidelity prototypes to explore design options. Through usability testing, I evaluated these prototypes, documented findings, and refined the designs. I also helped manage the backlog and user stories to support Product Owners and Project Managers. My role involved designing custom components with Material Design as a foundation, exploring and documenting new interactions, and contributing to the creation of a design system. Additionally, I conducted workshops and presentations to guide product iteration and ensure alignment with user needs.
Scalable White-labeled Solution on-time for Click & Collect Service Launch
We launched a fully customised Order Fulfilment Solution for a native Android app, designed to function on a Zebra PDA + Hip printer suite both offline and online. The solution was brand-agnostic, applicable to all SRG labels, including Anaconda and Mountain Design. We used Google Material Design UI Patterns and a Design System as standards to ensure usability and improve design and development efficiency.
