Superbid
UX/UI @ Round Pegs, 2019/2020
TL;DR
Automating processes in the internal operation of the online auctioning platform and empowering the final user with performance data.
#digitalization #mobile #desktop #datadashboard
Superbid is an online auctioning platform, where companies sell spare assets to increase their profit. From heavy machinery, vehicles, computers, electronics, furniture, to waste.
The company
Digitalizing the process of creation and management of products and auctioning events to increase productivity and customer satisfaction.
The challenge
The process
Although it is the leading service in the Brazilian market, SB’s operation still heavily relies on manual work (i.e. Ctrl+C, Ctrl+V from spreadsheets to forms on different platforms that are not necessarily integrated). The outcome is a lethargic process that slows down the company’s profits.
Mapping the experience
By interviewing stakeholders from different areas of the operation and leadership, I created a blueprint map to document the operation, the touchpoints with the customer, and opportunities to make improvements in the user experience.
The map was a living Miro board, shared across areas to foster collaboration, and was detrimental to the project's development. The documentation was a powerful information hub for Product, Technology, and Design, helping the teams to make strategic decisions along the project.
🚨 Scattered information
Superbid’s internal operations relied on Excel spreadsheets to document information about the products to be published in the platform. These files were shared across teams along the process. The communication with the customer was done via email.
🚨 Ctrl + C, Ctrl+ V
The content would be edited and replicated from emails to spreadsheets, back and forth, then to Salesforce, and finally to the publishing platform. Multiple users would access the same information, allowing typos, data being accidentally overwritten or even deleted. There was no “single source of truth”.
The internal team had always to double-check if they were working with the most updated information. Customers would reach out to Superbid to get clarification on the status of their products and events, but this information was frequently unclear.
🚨 Slow access to the performance report
Once the auctioning event was over, the business owners (customers) needed to write an email to the operation to request the performance report of their products. Superbid would then generate the pdf report and attach it to their reply. This process could take some time, and the customer was left waiting again.
* The new experience
* The new experience
After much negotiating with Product and Technology to check the feasibility of the solution, I created a new application to address both user and business problems.
Once the basic information about the product or event is added to the platform, there is no more need for spreadsheets. The information remains centralised and trackable.
Now both customers and Superbid’s internal operation can access the status of the products and events, as well the performance reports, from their computer or mobile phone.
Integration and accessibility
User validation
During the usability test, users:
Created and edited events with agility;
Were able to locate relevant information according to the context (e.g: locating a given product by using filters or the search engine);
Got the updated status of their product/event with a few clicks;
Located the performance report and were positively surprised with the quality of the data visualization.