A bespoke order management platform
Pupil is a global leader in providing real estate agencies with accurate 2D & 3D floor plans, virtual tours, and images within 48 hours. As the lead designer, I redesigned the order management platform ‘Trace’ to improve efficiency and scalability, supporting Pupil’s rapid growth and increasing order volume.
Objective
Designing for a better customer experience and engagement.
When I joined Pupil, internal teams were relying on Google Spreadsheets instead of the existing order management tool, which posed a high risk of human error. The tool mirrored a spreadsheet, was slow, required too much manual input, and had poor hierarchy.
The process involved extensive market research, interviews and collaboration with stakeholders and users in London and Cape Town. This was pivotal in guiding our design decisions and shaping the direction.
ROLE & CONTRIBUTION
I led the research and design process for the new platform. I conducted user interviews, developed user personas, and created task matrixes to understand user needs. I worked closely with cross-functional teams to create service blueprints and flowcharts, ensuring a shared understanding of the end-to-end journey. Additionally, I designed a flexible component library to enable faster development and better scalability, which was key to supporting Pupil’s future growth.
product-market fit
Internal teams were frustrated with the outdated tool, which hindered their ability to scale operations. By improving the UX hierarchy and providing users with the tools they actually needed, we could transition them from error-prone spreadsheets to a secure internal solution. This shift would not only reduce manual errors but also streamline order management and improve task efficiency. User personas and task matrixes guided the design to ensure it met the diverse needs of different user types within the organization.
measurable impact
The redesigned order management tool enabled internal teams to track orders more effectively, reducing reliance on third-party tools for troubleshooting and improving alignment between teams. This led to more efficient task management and faster order turnaround times. The impact was measured using the Google HEART framework, which tracks user experience and quantifies improvements. Early results showed a significant reduction in human error and a noticeable increase in operational efficiency.
