2021 - 2023
Bureau Veritas
Background
Bureau Veritas specialises in inspections, testings & certifications. It also operates in a variety of other sectors in 140 countries worldwide & predominately caters to large-sized business segments. Inspec is its first attempt at digitising its quality control service bookings for untapped small/medium-sized business segments.
Skills
Stakeholder interviews, Systems thinking, Goal statement, Sunk cost fallacy, Gap analysis, Task flow, Hi-fidelity designs, Usability testing, Marketing website.
Hypothesis
Introducing container loading & sample picking quality control service bookings will reduce the manual & tedious workload for small/medium-sized customer segments, Improve operational efficiency & may directly impact the conversion rates.
Outcome
Conversion rates No.of bookings completed. 2K+ Bookings Container loading. 1.2K+ Bookings Sample picking. The numbers above are approximate due to issues with our business metrics tracking application. Due to limited resources, time & budget, We couldn't continuously evaluate the designs. Understanding the task completion rate & adding a system usability scale survey at the end could have helped even more.
Team
1 Vice President, 1 IT Director, 3 Product Managers, 3 Operations, 1 Business Analyst, 2 Full Stack Developers, 1 QA, 2 Marketings.
Due to existing legacy constraints, We didn’t spend time understanding the problem deeper
Stakeholder interviews
After multiple meetings with business, operations, customer services & IT globally, I understood the end-to-end existing customer journey & the different internal systems working together to process & complete quality control service bookings. Customers request quality control service booking forms via various channels, Fill them out & send them back via email, Once the service is completed, They receive their reports & pay for it via bank transfer & notify us.
Systems thinking
Bureau Veritas One Source ( BVOS ) was previously used internally to input customer data after the quality control service booking forms are received from customers. Then, it's exported manually to the Inspection Business Management System ( IBMS ) to process it to the next step. Existing legacy data flow between BVOS & IBMS must be considered when adding new online quality control service bookings in Inspec to avoid major conflicts that might occur elsewhere & reduce development efforts. Improvements require a clear understanding of the existing legacy internal systems & external design constraints.
Booking a quality control service is manual & tedious, Customers are involved in multiple e-mail exchanges
Goal
Our container loading & sample picking quality control service booking flows will eliminate the need to manually process service bookings by involving in multiple e-mail exchanges & in return it will also improve internal operational efficiency. We will measure effectiveness by the number of bookings completed.
Sunk cost fallacy
We didn’t spend time to understand the problem more deeply & validate the need for introducing both container loading & sample picking quality control service bookings in Inspec due to the reasons below. It was evident from the initial stakeholder interviews & systems thinking exercise that both the internal systems used for processing quality control service bookings from customers & external system used for quality control service bookings by customers are rooted in a very deep legacy. Hindering it will create major conflicts both internally & externally, It will also increase development efforts. The purpose is to ensure it simply works rather than to ensure it works perfectly.
Lack of broad ideas due to existing legacy internal systems & external design constraints
Gap analysis
To understand the current state of the other quality control service booking flows in Inspec & identify the gaps for the future state when adding both container loading & sample picking. Both new services fall into the same inspection category, The purpose here is to re-use existing elements by cross-referencing them with the quality control service booking forms & the data flow between BVOS & IBMS.
Task flow
By taking into consideration the existing task flow & information architecture from other quality control service bookings in Inspec for the inspections category, I added the new elements in its relevant steps within the whole booking flow.
Hi-fidelity designs
Skipped wireframes, Since I already had most of the existing legacy components stored as a library to maintain design & development consistency.
100% of our employees were successfully able to book & process the same quality control service bookings
Usability testing
Testing the core user experience involves multiple bookings in Inspec & processing the same in broadleaf & was conducted in an un-moderated setting with 5-7 employees from operations & customer services across the globe. They were successfully able to complete the quality control service booking flows for both container loading & sample picking in Inspec & were able to also process the same in broadleaf.
Marketing website
Re-designed the entire marketing website to increase web traffic & new user acquisition efforts by simplifying it with best SEO practices by working closely with the marketing team.
Takeaways
Working within existing legacy constraints was equally challenging & rewarding, Major trade-offs to arrive at the best possible solution while accounting for business outcomes.
“Great! & Beyond what i had in mind”
Timothe Berthier / Product Manager