CC Ranger

2022 / Order Software Desktop Application

Role:
Project Manager/User Experience Manager

Date:
Early 2022 -Fall 2022

Define

As I was working as the Manager of Customer and Employee Experience, I would send out an employee survey for ways that the experience could be improved at Cougar Creations. Several employees suggested that the order retrieval process should be improved and digitized. The current process included sorting through a pile of papers to identify an order and retrieving the order. I identified key stakeholders, a few management members and our Regional Manager, and began an interview process. I identified several pain points and began my work of combining insights to create a problem statement that would help unify the efforts of the development team to properly.

The Employees of Cougar Creations need a faster and more efficient way to find completed orders in order to eliminate the stress of customer frustration and streamline the checkout process for employees
Problem Statement CC Ranger

Ideate

I formed a development team of three people including myself from my employees and friends that were working at Cougar Creations. We worked together during a newly formed late night shift to come up with ways to make this happen. We came up with several ideas focusing on quantity over quality before settling on one option. It was web application database that would be easily searchable to find and locate the shelf number of the job enabling a quick and efficient retrieval of the job.

Prototype

We started at work each tackling different things. Rebekah tackled the back end, Munseok on the foundation CSS, and me on the User Journey. I sketched out how I wanted the employees to interact with the application. I used a simple paper sketch of what to expect and tested it with a few employees. When we began work on the design of the digital wireframe we started with a basic wireframe following the style guides of Cougar Creations that I had established months before and our parent company the University Press Building. Throughout the design process we used results of mini testing to make sure that we were aligned with our users the entire time. After many weeks of working we finally had a working web application to test with our users.

Testing

We began the process of testing the application by asking different employees to try and use it to import orders. I gave them simple tasks and wrote down what buttons and actions they tried in order to complete the actions. After they attempted the actions we sat and talked about their experience and how it could be adapted to make things easier. I would take these observations to Munseok and Rebekah to see how we could adjust the application in order to make things easier for the employees to use it. Finally we had the application that we wanted to implement at Cougar Creations.

Implementation

We began to implement the software into Cougar Creations in April of 2022. We taught the supervisors and shift leads how to use the software first and they taught the rest of the employees. Within a month CC Ranger was fully integrated into Cougar Creations. This software was able to reduce a process that usually took 3 minutes on average to 20 seconds increasing the efficiency of the checkout process by 800%.