Streamlining the Processes for Collecting, Sourcing, Filtering, and Downloading Documents
Led the product design for the SupplyShift sustainability platform, developing a centralized hub for accessing all platform documents. This feature significantly enhanced usability by simplifying document search, filtering, and downloading processes. It reduced the time required to locate a document by 75% and decreased customer support requests related to document issues by 23%.
Company
SupplyShift
Scope
New feature
My Role
Lead Product Designer
Team
2 PMs, 4 engineers, and Implementation & CS
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Before beginning designs, I knew that I wanted to do competitive research around potential features for this new part of our product. I also knew that I wanted to interview members of our team that regularly work with customers so that I could quickly uncover user pain points when it came to working with documents.
For competitive analysis, I looked for platforms that help users to manage their documents online. While we weren’t necessarily looking to create something complex, I wanted to make sure that we were balancing the right amount of features with simplicity. Some of the questions I kept in mind were:
For our user interviews, I had the opportunity to interview both our implementation team members who have the most contact with our users, as well as some of the users themselves. It was during this interview process that I was able to gain the most information about the current pain points our users experienced while working with documents on our platform.
Because of the complexity of SupplyShift’s assessment system, finding a specific document (if a user actually knew where that document was) took navigating through multiple pages and clicks to get to a location where they could download it. And there was no way to look at the document directly on the platform itself.
SupplyShift had no central place to store documents, and no platform-wide search functionality. So if a user didn’t know where a document was stored, it was impossible to find it. Ultimately users would need to reach out to their suppliers outside of the platform and request the documentation again.
During our research phase, we stumbled over several bugs that were in the system that caused documents to disappear and not be resurfaced.
At some points in the process, there were multiple fields for suppliers to add documents, each field doing something different with said document. This bred confusion for the users of the platform, and we knew that we had to simplify.
Using information from our interviews, I created a user journey map to cover all our findings during the research process. I’ve found that user journey maps are great to encapsulate all the pain points and clearly convey them to all stakeholders.
After my research, my product manager and I discussed what our goals were for the project. We came up with the following:
With our project goals clear, I started working on a mini site map for where I wanted our documents module to exist in the product. I also mapped out how I wanted the pages for the documents module to interact with each other.
My next step was to create some user flows and task flows around what I wanted the experience to be like for our users. I shared these with my product manager, as well as the engineers on my squad, to make sure everything made sense before moving forward.
With everyone on the same page after sharing the task and user flows, I started working on my low fidelity wireframes in Figma. Depending on the project and how good I’m feeling about a direction, I will either start with sketches on my iPad or work in Figma from the beginning. This time I was feeling pretty solid about a direction, so I started with wireframes in Figma. During this phase I regularly checked in with my product manager and the engineers on my team to make sure everything made sense and was feasible.
At SupplyShift, we work with the MUI (Material Design) library, so figuring out the look and feel of the UI for each design is relatively straightforward. I was able to quickly move into high fidelity wireframes to prepare for user testing.
Most of SuppyShift’s interface is made up of lists of various objects that are related to each other or interact with each other. In this instance, it made the most sense to show all documents in a list as well, with different columns showing different bits of metadata to help associate each document with its related Assessment and question (indicator). The date the document was added to the platform was also included.
Along with the columns of meta data, it made sense to include applicable filters to allow users to whittle down the list to what they are specifically looking for. Users could choose to filter by the Supplier’s company name, the Assessment the document belonged to, the question (also known as an indicator) it was used to answer, as well as the start and end dates of the assessment’s time period.
If a user clicks on an individual item in the documents list, the interface takes them to the individual page for that document. In a right side panel, various pieces of information about the document are available to view. The user also has the option to minimize the side panel. This allows them more space to focus on the document itself while scrolling through pages or panels.
I conducted five usability tests with the high fidelity prototype. My overall goal was to assess the usability of the product and to see if the users ran into any issues while completing their tasks. The tasks for each test were:
Users were able to complete the tests without any issues. The feedback I received about the designs was positive, and users agreed that it was going to make things substantially easier to find documents in the future.
However, additional feedback I received during the testing phase was that users didn’t really need to be able to search or filter by the title of the document itself. Because the suppliers were the users who originally uploaded the documents, our buyers knew that they would not have knowledge of the title of the documents. They said it would actually be much easier to find the documents they needed if we allowed them to search and filter by the assessment title, the question title, and the Supplier name.
With that feedback in mind, I went back to my designs and revised the list view and filter options. I changed the information in the list view to show the Supplier name, the assessment title, and the question (indicator) title. The date remained, as users initially said that being able to search by the assessment date would be helpful. I also changed the filter options to match the fields available in the list view.
Evaluated the feature’s impact on efficiency, achieving a time reduction from 20 minutes to 5 minutes to find a specific document, as reported through user feedback.
Monitored the decrease in the number of support tickets related to document sourcing and downloading.