Dell
Multiple Order Association
Streamlining Intake Agent Workflow
Overview
Introduction
Intake agents are the backbone of many organizations, managing complex projects and ensuring smooth client interactions. However, traditional systems often present challenges for these multitasking professionals. This case study explores the design and implementation of a "Multiple Order Association" solution, aimed at improving the efficiency of intake agents in associating orders and managing engagements. Through user research and a user-centered design approach, we implemented a solution that streamlines workflows, reduces errors, and empowers intake agents to manage their workload with greater ease.
Discover
We recently tackled a project aimed at improving the efficiency of intake agents.
Our user research revealed a critical challenge: intake agents manage multiple projects simultaneously, often involving a complex association of orders and engagements.
The current system required them to manually select orders one by one, leading to:
Time-consuming workflows: Manually associating orders significantly increased processing time.
Error-prone milestone management: Agents struggled to keep track of automated milestones in complex projects.
Information overload: Verifying project details, priorities, and resource requests was cumbersome and prone to inaccuracies.
Research Methods
To gain a deeper understanding of these pain points, we employed various research methodologies:
User Interviews: In-depth interviews with intake agents provided firsthand insights into their daily workflow struggles.
UX Observations: Shadowing agents during their work allowed us to observe their interactions with the current system firsthand.
Self-Documentation: Agents documented their experiences, highlighting specific pain points and desired improvements.
Define
Themes
Analysis of research data revealed several recurring themes:
The need for a streamlined order association process.
Reduced cognitive load in milestone management.
Improved visibility into project information.
User Stories
We created user narratives to personalize these findings and empathize with the user experience.
"I spend way too much time associating orders one by one – there has to be a faster way!" – Sarah, Intake Agent
"Automated milestones are great, but managing them in these complex projects is a nightmare!" – John, Intake Agent
Persona Development
Based on research findings, we developed a user persona,
"The Multitasking Intake Agent," representing the key needs and behaviors of our target user group.
Insights and Opportunities
The research unveiled opportunities to improve the user experience by:
Simplifying order association.
Automating milestone management.
Providing a clear and concise overview of project information.
Design
Design Challenge
The design challenge focused on creating a user-friendly interface that would:
Reduce the time spent on order association.
Reduce cognitive load in managing automated milestones.
Improve the accessibility and clarity of project information.
Solution Overview
Key features included:
Order Filtering: Streamlined search functionality using customer number, deal ID, and DP ID for efficient order identification.
Manual Order Input: Option for manual entry of confirmed order numbers for added flexibility.
Multi-Selection: Ability to select multiple orders for quick association with an existing or new engagement.
Associated Order Highlighting: Visual indication of already associated orders to prevent duplication.
Target Engagement Search: Search function for engagements by ID, child project ID, or other relevant criteria.
Prototyping and Iteration
We developed low-fidelity prototypes for initial user testing. User feedback guided further iterations, leading to refinements in the search function and information display within pop-up notifications.
Deliver
Impact
Implementation of the "Multiple Order Association" design resulted in:
Reduced time spent on order association.
Intake agents reported significant time savings due to the streamlined functionality.
Improved error handling in milestone management.
Automation and clear visibility of milestones reduced errors.
Enhanced awareness of project details.
Intake agents had easier access to critical project information for informed decision-making.
Conclusion
By prioritizing user research and implementing a user-centered design approach, we successfully improved the efficiency of our intake agents.
The Multiple Order Association design empowers them to manage complex projects with greater ease and accuracy, ultimately benefiting both intake agents and our clients.