B2B Fulfillment Portal
Overview
The largest consumer mattress retailer in the United States, Mattress Firm, wanted to take advantage of their order fulfillment capabilities and better serve their business customers by providing streamlined order management and consumer-grade experiences. The objective was to replace a manual, legacy business process and digitize the end-to-end order fulfillment process for business customers.
Process
Working with another UX designer, I interviewed stakeholders and subject matter experts, created new process flows, developed wireframes, and completed visual designs for engineering implementation.
Results
We designed a system that delivered on the needs of a modern and efficient business process. The portal provides partner users with the ability to track sales, fulfill orders, process payments, and schedule and track delivery.
The Fulfillment Portal was launched in a trial program in a limited market.
Details
We interviewed different stakeholders to understand their goals and pain points.
We mapped out the current process, noting the challenges and legacy workflows that consisted of making phone calls, working with legacy point-of-sale interfaces, fragile spreadsheets, and manual fulfillment and delivery.
From there, we brainstormed how we might solve this through a single portal, leveraging the consumer technology stack and scheduling capabilities. After further discussions with stakeholders, engineering, and pilot users we refined the workflow and built the designs.
Process
Designs
