Order Queues meets the need for proactive exception state management by listing unresolved orders, such as backorders and rejected assignments. Customer service agents can intervene one order at a time, or resolve several orders at once with bulk processing actions like assign, cancel, or fulfill.

  • Directly observed users working in their normal environment
  • Conducted in-person interviews, remote interviews, and surveys for user research
  • Wrote use cases and user stories based on my observation and user’s reported needs
  • Wrote a vision statement describing needs and suggested phased solutions
  • Worked with a product manager to map user experience solutions to business needs
  • Created interaction diagrams and flowcharts to visualize the user journey
  • Pitched concepts to clients, executives, and software engineers
  • Created annotated wireframes and interactive prototypes of the user interface solution
  • Validated the prototype by conducting in-person and remote usability testing
  • Applied interaction design and visual design patterns from the UX/UI pattern library
  • Managed Google Analytics post-launch to validate assumptions and measure user behavior

Order queues

Order queues