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ABOUT

I work designing a complete system from 0-1, from researching and identifying problems to getting feedback from the CEO to creating and handing them off for implementation. "Food. My" will help the employees save time and better serve their customers through this CRM system.

Features like total view of the system statistics have already shipped to 50+ internal employees.

CONTEXT

food.my is an internal product management tool which functions as a Customer Relationship Management (CRM) system for e-commerce. It provides a platform for internal user management and product management for businesses. This CRM allows for managing users, products, and relevant data to enable companies to monitor and analyze performance efficiently.

THE CHALLENGE

food.my is a SaaS company dedicated to helping businesses enhance their internal operations and stand out in a competitive market. After conducting comprehensive UX research and testing, we have identified significant opportunities to improve our internal product management tool, making it even more helpful to internal users. With the information gathered from our research, we are poised to develop enhancements to create an even more elegant and user-friendly user experience.

QUALITATIVE RESEARCH (User Interview)

When conducting qualitative research with a client about a CRM dashboard, product, order, reports, staff, email, and chat, I ask the following questions:

— Dashboard:

Question: What metrics do you track on your current CRM dashboard?

Answer: They track sales revenue, customer satisfaction scores and website traffic.

Question: What additional data or metrics would you like to see on the dashboard?

Answer: They really like to track the most recent orders.

— Product:

Question: What frustrations do you have with your current CRM product, and how would you like to see them addressed?

Answer: The Dashboard Preview did not effectively present all the critical information and had a messy design. 

Question: How do you currently use your CRM product?

Answer: They use it to manage sales pipelines and track customer interactions and sells.

— Order:

Question: What is your current order fulfilment process?

Answer: They have an online store that sends orders to a fulfilment centre.

— Reports:

Question: What types of reports do you currently generate from your CRM system?

Answer: They generate reports on sales performance, customer retention, order type and cancellation.

Question: What insights do you hope to gain from the reports?

Answer: They want to identify trends in sales performance or customer behaviour.

— Staff:

Question: Why did you need staff in the CRM system?

Answer: They must view all the staff's credentials and additional information.

— Email and chat:

Question: How do you currently use email and chat in your business?

Answer: They mainly use Slack for chatting and Gmail for emails.

Question: How does your CRM system support email and chat interactions?

Answer: They'll use a third-party API to accomplish that.

These questions helped me understand the client's pain points, preferences, and expectations, which I can use to inform the design and development of the CRM dashboard, product, order, reports, staff, email, and chat functionalities.

LOG-IN PAGE

Users must log in using credentials as the initial step to access the system.

MAIN DASHBOARD

The primary dashboard of the application comprises a range of essential data, including statistics, delivery types, order cancellations, product categories, sales volumes, and recent orders.

STATICS -

The statistics page displays data about the current week.

• Total Visitors: This infographic shows the number of people who have visited your website or store.

• Total Orders: This infographic shows the total number of orders customers place.

• Total Income: This infographic displays the total money earned from sales.

• Total Cost: This infographic shows the total expenses incurred by the business, including costs related to products, operations, and marketing.

DELIVERY TYPE -

Delivery types refer to how customers can receive orders from an online store. A dashboard with information about delivery types provides a simple and easy-to-understand view of the delivery options available to customers.

There are three delivery types:

• Self-Pickup: This delivery type allows customers to pick up their orders directly from the store.

• Courier: This delivery type involves shipping the order to the customer's address via a regular courier service.

• Express Courier: This delivery type involves shipping the order to the customer's address via a faster courier service.

ORDER CANCELLATIONS -

The order cancellation part of a CRM system is a feature that displays information about how many orders have been cancelled by customers. This information is often presented as an infographic, which provides a simple and easy-to-understand view of the data.

PRODUCT CATEGORIES -

The product categories part of a CRM system is a feature that displays information about how much product has been sold in a specific category. This information is often presented as an infographic, which provides a simple and easy-to-understand view of the data.

The infographic shows the percentage of total sales for product categories such as Berries, Fruit, Nuts, Vegetables & Greens. This information is essential because it provides insights into which products are selling well and which categories may need more attention or marketing.

By having this information readily available in a simple and easy-to-understand format, businesses can quickly and easily monitor their sales by product category and make informed decisions about their product offerings and marketing strategies.

SALES VOLUME -

The sales volume part of a CRM system is a feature that displays information about the total amount of sales made in a specific period, such as the last month. This information is often presented as a graph, which provides a simple and visual representation of the data.

The graph shows the total sales volume for each month. This information is essential because it provides insights into the overall sales performance of the business and can help businesses identify trends and patterns related to sales volume.

By making this information readily available in a simple and easy-to-understand format, businesses can quickly and easily monitor their sales volume and make informed decisions about their operations and strategies.

MAIN DASHBOARD RECENT ORDERS CONTAIN -

The recent orders part of a CRM system is a feature that displays information about the most recent orders made by customers. This information is often presented as a table, which provides a simple and organized view of the data.

The table contains the following columns:

Order ID: A unique identifier for each order.

Ordered Item: The name of the item that was ordered.

Customer Name: The name of the customer who made the order.

Delivery Type: The method of delivery selected by the customer. (e.g. self-pickup, courier, express courier)

Payment Type: The method of payment used by the customer. (e.g. credit card, PayPal, bank transfer)

With this information readily available in a simple and organized format, businesses can quickly and easily monitor their recent orders and keep track of customer information and order details.

THE PRODUCT LIST PAGE -

The product list part of a CRM system is a feature that displays information about the products available on an e-commerce website. This feature allows the administrator to efficiently manage the products, including adding new products, deleting existing products, and editing product details such as the product name, price, coupon and other product information.

The administrator can use this feature to add a new product to the website by entering the product's name, price, and other details. The administrator can also delete a product that is no longer needed or edit the details of an existing product.

The product list part of a CRM system also includes a search function, which allows the administrator to search for a product by its unique ID, name, or price. That makes finding and managing the products on the website accessible.

ADD NEW PRODUCT PAGE -

From that part, users can easily add their product to the product list page. Then, users have to fill in the product details, price, etc.

Users can save the product in the draft to save product info on the draft page; the users can edit it later.

THE STAFF PAGE -

The staff table is a feature of a CRM system that displays information about the staff members of an organization. This feature provides an overview of the staff members, including their ID, full name, designation, language, phone number, email address, and status.

The staff table shows staff members' IDs, names, and designations. The administrator can also view other information about the staff members, such as their language, phone number, and email address.

In addition, the staff table includes icons that provide quick access to options for editing and managing the staff information. For example, the administrator can edit the staff information, delete a staff member, or add a new one by clicking the appropriate icon.

A staff table is an essential tool for administrators as it provides a centralized and organized view of the staff information. By having this information readily available in a simple and easy-to-understand format, administrators can quickly and easily manage the staff members and make informed decisions about staffing and organizational needs.

ADD STAFF BOTTOMSHEET CONTAINING - 

In the CRM system, administrators are allowed to add new staff. This process involves selecting a staff title corresponding to the desired designation and entering relevant information such as the staff member's full name, address, profile image, birthday, phone number, email address, language, gender, and additional attachments like personal security documents. Administrators can save this information for future editing or postpone adding the new employee immediately.

THE ORDER PAGE CONTAIN -

The order table is a feature of a CRM system that shows all orders that have been placed on an e-commerce site. The table includes information such as order number, customer name, item ordered, delivery date, delivery status and payment information.

The "Delivered" tab in the orders table shows the number of products successfully delivered to customers. The administrator can click on this tab to view more information about the delivery, including details about the customer, payment information, delivery date, and the name of the person who delivered the product.

The administrator can also view information about pending orders, cancelled orders, and orders in transit. That allows the administrator to keep track of all the orders and ensure the delivery process is running smoothly.

CHAT PAGE CONTAIN -

The chat feature helps administrators and product owners work together seamlessly, ensuring all issues or concerns can be addressed quickly and effectively.

The chat feature also enables real-time updates and discussions on various aspects of the e-commerce site, which may lead to a more efficient and effective management process.

THE EMAIL PAGE CONTAIN -

The CRM system also includes an email feature that allows users to view their emails on a dedicated email page. The super administrator can send, view, customize, and manage emails within the system.

This functionality allows admins to communicate directly with clients and other users via email, making managing client requests, support requests, and other communications easier. The email feature in the CRM system makes it simple for the super administrator to handle all of their email communications in one central location, which can help to streamline the process and improve efficiency.

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