Simplifying B2B ordering in low-literacy retail environments
Redesigning a B2B tool app to reduce dependency and increase in-app task completion.
Overview
I redesigned a B2B tool app to reduce dependency and increase in-app task completion.
One-minute project overview
PProblem
Users struggled with the complexity of the ordering interface, leading to high support requests and incomplete tasks.
SSolution
Through user research and cognitive load optimization, we simplified the interface and introduced guided workflows.
Challenge
The original design assumed digital literacy that many users didn't have. Support tickets were overflowing with basic navigation questions.
What I Learnt in the field
What worked on desktop didn't translate to mobile. We had to fundamentally rethink the interaction model for touch interfaces.
Design Decisions
Step-by-step ordering workflow
Introduced a guided step process that reduces cognitive load and prevents users from missing critical information.
Visual feedback and confirmation
Added clear confirmation screens and progress indicators to help users understand their actions and feel confident.
Simplified data entry
Replaced complex forms with scannable barcodes and smart defaults based on previous orders.
Reflection
"This project taught me the importance of understanding your users' context. What seems obvious to a designer might be completely confusing to someone unfamiliar with digital interfaces. Empathy and observation were key to solving this problem."
— Achala Hegde
Skills
- User Research
- Mobile Design
- Information Architecture
- Prototyping
Tools
- Figma
- Maze
- Miro