Honeybee health
Operations software for an online pharmacy
Timeline
December 2023 - April 2024
My Roles
UX Researcher and Designer
Skills Used
User research, wireframing, prototyping, Figma
Problem
The company was losing time and $$$ from order exceptions which was preventing their ability to scale.
Context
This internal software system was created 4+ years ago. At first glance, you can see there is A LOT of information on these screens.
Original screens below
We found in the current process, the operations team members spent these averages to completely process and ship an order.
Wait, WHAT are order exceptions??!
Internally, we used the term “order exceptions” for anything that did not follow the happy path.
In the current system, we have a dropdown menu of reasons for the hold status that include these other order exceptions. However, a large percentage of these order exceptions are undocumented because it does not change the status of the order to be “On hold.” Instead, the operations team can manually edit things to finish processing the order.
why solve?
The order exceptions waste a lot of time troubleshooting. Also, the company sometimes would pay for expedited shipping at their cost in order to meet the required Service Level Agreements.
high # of order exceptions = no ability to scale
With the current bottlenecks from order exceptions, it was preventing their ability to scale.
no ability to scale = ☠️
Without the ability to scale, the company can’t grow. And to a startup, it could mean DEATH.
breakdown
74%
of incomplete orders are because of undocumented order exceptions
