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Bloom Juice Co.
CRM
Customers are vital to the success of any business. Meeting their needs is equally important for maintaining a positive relationship and fostering growth.
Sneak peek
01 Project Overview
Client
Bloom Juice Co.
Industry
Health & Wellness
User & Audience
The audience is school students between the ages of 16 - 21.
Role & Responsibilities
UX Designer
Wireframe & Interactive Prototyping
Brand style application
Design Tools
Figma
Site Development
Jeff Harrison (WIX)
Duration
2 Months
Project Overview
02 Problem
Bloom Juice User Research for CRM
Problem
In the beginning, online orders were sent to an email that the physical store could access. However, this caused a problem because the online orders were getting mixed up and lost among spam and other emails. As a result, it became difficult for store employees to retrieve the orders that were sent to them. This caused confusion when customers came to pick up their orders, as the employees were often unaware that an order had been placed. This led to customer dissatisfaction and complaints.
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Up to 8 Orders lost in one month
Problem
Pain Points
04 Pain Points
Lost Orders
8 Orders lost in one month
No CRM
No order management system
Staff Management
Lack of structure
Personas
05 Persona
User personas
End users (employees) were between the ages of 16 - 21
Tiffany
Age: 17
Occupation: Order taker / Creator
Character type: Liberal
Values
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Mobile time on social platforms
Average grades in high school
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Part-time job for to make money
Bio
Young high school student, shy, unsure about life and the future. Stimulated by social platforms and things she wants to buy.
06 Problem statement
Customer orders were lost in an email account where they were being forwarded to and mixed up with other non-order emails due to a disorganized method of receiving web and mobile orders. As a result, this negligence had a negative impact on the company's ability to retain customers and earn their trust. In response, a customer relationship management (CRM) system will be created to receive, take record of employee involvement, and full-fill these web and mobile orders.
Problem statment
07 Solutions
Pain points
​
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Lost Orders
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No CRM
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Employee Management
Solutions
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All orders are received in a queue automatically and visible to staff members
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A new CRM will receive and manage orders
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Each order requires a registered staff member to confirm it before fulfilling it
Solutions
Workflow steps
08 User Workflow
Workflow steps
The new CRM will prioritize web and mobile incoming orders. It will guide the registered employee through every step of the order process, as shown below.
Wireframing
10 Wireframing
Order Management Dashboard (CRM)
The new CRM tested well for the most part by the employees. They were relieved to clearly see the incoming orders on the que and how simple it was to full-fill after. They also liked the education icon on each order roll designed for new employees that have yet to know how to make a smoothie for example. However a couple of concerns came up like:
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Allergen warnings
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Pick-up times on pick-up orders
Brand Style Guide
11 Brand Style Integration
Style guide
A style guide was created detailing the look and feel of the newly revised brand mark and its supporting forms of communication. Below is a snippet of the prime elements utilized in the CRM dashboard experience to carry a consistent form of design.
Brand Mark
Font
Avenir Next
ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789
abcdefghijklmnopqrstuvwxyz
0123456789
Primary Colors
Supporting Colors
12 Prototype
Order Management Dashboard (CRM)
Once the CRM was approved by the employees and management, we moved forward to the the final stage before the hand-off to the engineer who would help bring this solution to life. We addressed the allergen warnings and time of pick up on the “pick up” orders. And lastly, the final look and feel of the CRM dashboard included a splash of brand consistent color styles and fonts.
Prototype
13 Testing & Results
CRM Results
Initially, online orders were being sent to an email, which the physical store could retrieve from. However, this caused a problem because the online orders were getting mixed up and lost among spam and other emails. When a customer arrived to pick up their order, employees often were unaware that an order was placed. Consequently, customers would be upset and file a complaint.
As a response to this mismanagement, a CRM was created to manage all online orders easily and all working staff signed in via the CRM to keep a record of who was onsite creating and fulfilling the orders received.
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Up to 8 orders lost in one month vs. new CRM = 0 (zero) orders lost
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Lack of responsibility from staff members vs. new CRM staff member registration = 100% adoption
Assumptions & Results
We validated our assumption to merge all incoming online orders and register all onsite working staff into one CRM to manage who was fulfilling orders received.
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In 30 days, a total adoption rate of 100%
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100% orders fulfilled
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0 (zero) orders lost
Learnings
In summary, a lack of management caused disorder that harmed Bloom Juice customers and their trust in the brand. By addressing these costly issues, we could apply a systematic approach to regain our customer's trust again.
Testing & Results
Interative UI's
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