Shaw Floors
Credit Management System
Overview
Shaw Industries is one of the world's largest flooring manufacturers and supplies carpet, resilient, hardwood, laminate, tile and stone flooring products to residential and commercial markets worldwide.
The Challenge
Shaw Floors credit management department was in need of a modern solution to efficiently manage all parts of the credit management and collections processes for their customers and accounts receivable department. Their current systems were outdated, difficult to use and not conducive to how they needed to service their customers.
Project Goal
Gather and validate the business and design requirements in order to establish an architecture vision and new experience for employees in Collections and Order Management.
Role
UX Design Lead
Client
Shaw Industries LLC
Year
2019
Provided Expertise
User Research
Job Shadowing
Workshop Facilitation
Persona Definition
Journey Mapping
UX Design
The Process
Discover
On-site Workshop
Qualitative Research
Ethnographic Research
Architecture Assessment
Define
Use Case Definition
Non-Functional Prototypes
Visual Concept
Solution Architecture Documentation
Develop
Phased Implementation Approach
Schedule Outline
Key Findings
Recommendations
Consolidate Credit Manager workload into a single view. Provide an integrated view that allows Credit Managers to work through the orders and accounts needing attention.
Provide an intuitive, role based user experience. Support workflows and present information in a way that focuses on different users’ needs, minimizes training, and leverages common system capabilities.
Allow specific functions to occur in batches. Enable Credit Managers and Credit Administrators to process certain functions, like downloads and approvals, in bulk.
Task Automation. Simplify and automate tasks as much as possible.
Integrate client engagement activities into workflow. Allow Credit Managers and Credit Administrators to initiate customer communication from within their web environment.
Usage Frequency
Most of the users work with 4+ different systems daily and it creates confusion and inefficient workflows, occupying unnecessary amounts of time.
Types of Tasks
Checking tracing tasks, managing customers’ Aged Trial Balance pages (ATB), collections queues and order management queues are the main activities that are performed on a daily basis.
Channels & Devices
The credit department works utilizing multiple large screen monitors, a company supplied soft phone and Google g-suite. Soft phones are communication tools for collection calling, and tracing tasks in the daily log.
Willingness to Test
With more than 15 members engaged and present in the workshop for three solid days, the team showed an overwhelming cooperation and availability for participation and providing feedback along the way.