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Cimpress makes mass customization easy for the businesses out there. This is done by the Product Information Management platform that we work on. Currently, cimpress owns several tools that help suppliers and merchants configure their products and facilitate cross-business transactions.
About Cimpress
2022 - 2024
User Experience Design, Systemic Thinking
Cimpress Work | Leading merchant product capability
My Role and Impact
How I did it
Reduced usability friction by implementing user centric design solutions
Optimised the merchant product workflow and bulk data management .
Successfully delivered 15+ medium and large scale projects
As the lead designer for the merchant tool, my job is to lead the end-to-end experience design of our merchandizing products tool. Over the past two years I have:
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Proactively conducted research to identify the core problem for users.
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Collaborated with product managers, business units, and engineering teams to develop practical solutions.
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Created multiple solution options and strategically selected the best one.
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Ensured the chosen solution met user needs without compromising delivery timelines.
Bulk product validations
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Validations are a set of rules configured by each business to ensure quality control of their products before going live. If a product fails these validations, merchants cannot publish it on the customer website.g exiting problems
Our Design Approach
Peronas
Product Marketers
Each business has dedicated users who focus on creating and publishing their new products in the market.
Product Operations
Team that helps businesses troubleshoot any issue that they encounter in the tool.
Discover:
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Define
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Initial research to uncover the root of the problem by speaking to users.
Pin point the root cause and define it into an actionable brief.
Design
03
Fast paced design ideation to validate and test initial ideas.
Validate & Iterate
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User testing with high fidelity prototype to validate our assumption, whether insights and do course correction if neeeded.
Uncovering problems in the workflow
We studied our product creation flow to map the areas with potential opportunities and problem areas. Doing so helped us find areas of intervention for the users which helped us prevent the problem rather than curing it.
Workflow Insights
Multiple areas of intervention
Validation is the last check in the flow, which means that the user could be informed about the validation framework much earlier in the journey.
Human Intervention
Resolving validations can require the right knowledge, which meant that users needed to reach out to support more than 75% of the time.
No User Help
Lack of documentation lead to increased error rates in the journey.
Product creation workflow
Detailed validations workflow
The project was focused on two main workflows. 1. Resolving validations for a single product. 2. Doing the same for hundreds of products.
Problem Solving
Detailed validations workflow
Did not move forward
Implemented Direction
In consideration
Supplier product page
01: Stand Alone validation widget | Merchant overview page
02: Stand Alone validation widget | Globally accessible widget
03: Stand Alone validation widget | Merchant overview page
Validated Assumptions
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Product Marketers are managing and tracking products manually
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Initial filtering was one of the most important criteria for the users
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Launching new NPIs required users to manage and track up to 1000 products per person.
Decision Considerations
Technical feasibility
One of our biggest challenges was striking a balance between technology and design. We explored multiple approaches and ultimately chose a solution that benefits our users while ensuring a worthwhile return on investment for our team.
Bulk data management
Allowing our users to track hundreds of products was a high priority, so we focused on creating seamless experience to filter, manage, and track validations for 300+ products
Outcome
The bulk report
One of our biggest challenges was striking a balance between technology and design. We explored multiple approaches and ultimately chose a solution that benefits our users while ensuring a worthwhile return on investment for our team.
Validation data for each product on the UI
One of our biggest challenges was striking a balance between technology and design. We explored multiple approaches and ultimately chose a solution that benefits our users while ensuring a worthwhile return on investment for our team.
The Impact
Ability to manage and track 300+ product validations
Optimized existing validation workflow and reduced error rates
Faster NPIs (product launches) and ease of use while launching products
Don't be afraid to ask questions
A lot of time and effort can be saved just be asking the right questions to your users, teams, and stakeholders. It is imperative to be proactive to get to the root cause of the issue.
Collaboration is key
Nobody can do it alone, only when the teams come together can we solve any complex problem, especially when we deal with large amounts of information and complex product ecosystems
Define a crisp problem statement
Articulating a clear and concise problem statement helps maintain focus and deliver a fundamental design solution, rather than merely addressing a few feature requests.
Learnings and reflections
High Impact Projects
02
Over two years I worked on several high-impact projects, while I cannot show the projects in detail on a public forum, I can talk about what I did and what impact it had on our tool.
Product Availability
About the project
Brief
Designed and launched interface that surfaces product data, enabling merchants to find estimated availability and delivery dates based on existing supplier information.
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Product Discontinuations
Impact
About the project
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Eliminated the need for backend effort, saving company resources and time.
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Reduced the time taken and no. of steps
to find the same data.
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Reduced order failures
Brief
This project enables businesses to track and manage both temporary and permanent product disablements, offering transparency by surfacing information previously only accessible through support requests. This solution helps merchants and suppliers handle product discontinuations and disablements more effectively
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Surfaced information from 1000+ suppliers and merchants, totaling more that 16 large-scale businesses
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Helped merchants react to supplier discontinuation much faster and plan for upcoming product disablements
Impact
03
Current resposibilities
Key learnings
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Leading design for merchandising tool and creating a new tool unifying product workflow and lifecycle.
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Lead and create UX awareness across the teams and stakeholders to increase design adoption across the platform.
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Conceptualizing designs, facilitating discussions, and implementing with continuous feedback and iterations.
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Constantly ask questions
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Uncover the root of the problem.
Portfolio management tool
02 | Next
User experienc design | Xeleron cockpit
Audio Summary Coming Soon
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