Overview
Decoupling the old interface and create new components to replace.
Originally, the Rewards component in Workhub allows Administrators and Users earned points and redeemed them (hence the name) for rewards. However as feature bloat increased and the interface aged, the experience became cumbersome. To streamline the user journey we decoupled core functions to two distinct components Orders and Points.
As the Product Designer, I owned the end-to-end design of both components. This project addressed user confusion and reducing administrative overhead caused by legacy designs. Focusing on overhauling the Information Architecture, and improving how orders were tracked and processed.
Note: This case study will focus on the creation and integration of the Orders Component with Points coming soon!
Key Results & Value:
Information Architecture: Decoupled the legacy Rewards component into dedicated Orders (Fulfilment) and Points (History).
System Design: Redesigned the shipment status logic, providing transparency and reducing customer support related inquiries by 20%.
Product Management: Mitigated scope creep by prioritizing core features and deferring additional features to V2.
Role
Product Designer
Team
1 Senior Designer,
1 Product Manager
3 Developers
Timeline
6-7 Months
Platform
Web / Mobile
Tools
Figma
Jira
Product Designer
Elevating Rewards through an Order Component
Discovery
Mapping Complex Systems and Processes & Dependency Flows
With many interconnected parts, my first step was mapping out existing systems and constraints. Using flowcharts to help navigate the redesign I focused on the following:
Different Statuses
When an order enters a processing, cancelled, shipped and delivered state, and any hidden statuses
Mapping interactions
Mapping out interactions of multiple components in Workhub, amongst users and admins, splitting points to points and orders
Key Results:
Outlined key edge cases (discussed later)
The maps identified complexities that existed in Workhub and noted an edge case that must be solved before implementation.
Shared Understanding
The Visual maps served as a “point of truth” that was constantly referenced in meetings with Product Managers, dev team and stakeholders.
Outcome #1
Stakeholder Management
The importance to map and include all stakeholders and to properly identify them in the discovery phase. Doing this can prevent future gaps and avoid delays and setbacks.
Outcome #2
Design Integrity Under Pressure
Even under pressure to fix a design error, I learned that sticking to our established design standards is essential. It ensures the solution is high-quality and prevents us from having to redo the work later.
Outcome #3
Full Design Lifecycle Ownership
Successfully led a complex project from discovery to post launch, validated my ability own the full design lifecycle in a high-stakes environment.
Outcome #4
Navigating Technical Complexity
This experience managing the technical complexities and limitations of each component improved my ability to handle and learn deep system integration challenges.