The Challenge | The existing inventory management experience was provided through a series of different systems used for different tasks. It had little adoption by customers, resulting in the need for internal resources to manage and maintain inventory on behalf of customers. A new omnichannel experience was needed in order to enable to customers to easily manage their own inventory from their desktop and mobile phone, as well as from their vending machines.
I partnered with the Product Manager to shadow internal employees who worked on customer implementations, maintenance and management of solutions. I mapped the end-to-end operational flow to highlight opportunities to optimize the flow in order to make tasks easier to manage by customers and decrease support costs for the company.
I worked with the Product Manager and Development team to create visual flows to make a business case for single-sign on, making our management tools available through our website storefront. We collaborated on how to chunk out work into usable pieces of functionality that could be built upon in a series of releases.
A streamlined, multi-channel experience with a single sign-on was created to enable customers and vendors to manage purchases and on-site inventory across web, mobile and vending machine.