Solving Order Entry Problems Through User Experience Techniques. Author: Jay Wopschall

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1 Solving Order Entry Problems Through User Experience Techniques Author: Jay Wopschall

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3 Solving Order Entry Problems Through User Experience Techniques Solving Order Entry Problems Through User Experience Techniques The practical application of user experience techniques solves common order entry problems. Within the telecommunications industry, businesses face problems when quoting, ordering, and configuring products. Errors in order entry commonly result from insufficient and inaccurate data submitted within an inefficient workflow process and the lack of product and ordering knowledge by sales representatives. These lead to extended quote to cash cycle times. User experience encompasses all aspects of end users interaction with the system as well as their work environment. This paper addresses the practical application of user experience techniques to solve common order entry problems and provide business value by significantly reducing user errors, costs associated with training, support, and maintenance while increasing user satisfaction, efficiency, and productivity. 1

4 Common Problems In Order Entry This section describes three problems that are common to order entry and the user experience solutions that can solve them. The problems are: Order fallout Inefficient workflow processes Lack of product knowledge Order Fallout User Experience Solution It s common for orders to be rejected because of insufficient or inaccurate data, especially when an order involves a complex product. Often sales representatives enter incorrect or incomplete information to produce a quote. Ultimately, the sale is delayed. User experience techniques can control and minimize data input, which contributes to the accuracy of quotes and orders. User experience techniques can control and minimize data input, which contributes to the accuracy of quotes and orders. User experience can reduce order fallout in multiple ways: Input constraint Constrain the user to select from a limited set of data Data cloning Pre-populates data fields with existing information from previous, approved quotes. Data formatting Display proper formatting/examples Data validation Validate data before submitting Default values Pre-populates data fields determined from previous data entered Input Constraint An input constraint on the selection of data is a simple and effective method to ensure accurate data. Figure 1 provides examples of input constraints. The selection or input of data is often dependant on other selections or inputs. In example 1, the user selects a DS-1 local loop, and the interface presents a limited number of applicable port speeds to ensure an accurate selection. Example 2 demonstrates the enabling and disabling of additional data necessary to complete an entry. Selecting the CPE checkbox enables two additional mandatory options. This ensures that all the necessary data is collected. 2

5 Figure 1 Input Constraint Examples Data Cloning Data cloning ensures rapid duplication of already approved data. Figure 2 shows an interface that allows the user to clone a service by selecting the Clone icon. The interface will present a duplicated version of the cloned service. This ensures accuracy and greatly min imizes order entry time by limiting the number of steps to complete a quote. Figure 2 Cloned Data Example Data Formatting Data formatting aids the user to enter data in an acceptable format the first time. In Figure 3 the interface presents the format required for the contact phone number. By providing the correct format, the user will not have to enter the data twice. Figure 3 Data Formatting Example Data Validation Data validation prevents the submittal of incorrect or incomplete data while increasing the user s product knowledge. The effectiveness of data validation depends the treatment of error handling. Figure 4 shows two examples of error handling. Example 1 prevents the user from continuing the quote process by confirming the service is unavailable for the location. Example 2 notifies the user that the contact phone number is incorrect. 3

6 Figure 4 Data Validation Examples Default Values Populating data fields with default values from previously entered data ensures data accuracy while minimizing entry time. In Figure 5 the delivery address fields are populated with the customer address. The user can uncheck Use Customer Address to enter a different delivery address. Figure 5 Default Values Example 4

7 Inefficient Workflow Processes An effective user experience can improve inefficient processes. When a quote is rejected, it waits its turn for processing, and then passes through multiple hands in an attempt to locate accurate and comple te data. An effective user experience can improve this inefficient workflow process by assigning multiple roles to approve and reject quotes and orders. After the quote is accepted, the customer must sign a contract to finalize the sale. Creating contracts manually leads to errors and leaves the door open for versioning problems. Automatically generating contracts can ensure the use of the most recent version of the contracts as well as the correctness of the data to eliminate inefficiency. User Experience Solution User experience can improve inefficient quote workflow processes by: Authorizing user roles Automating the assignment and approval process Automating contract generation Authorizing User Roles Authorizing user roles controls the tasks and functionality associated with different roles. The interface can be customized to meet the needs of each role. This limits any confusion about a role s tasks, while increasing the efficiency of the order process. Figure 6 shows examples of three different user roles: Sales Representative, Sales Director, and Sales Engineer. The example interfaces display the different data and functionality associated with the different roles. Only the data and functions that each role needs to complete its tasks are available. For instance, the Sales Representative can Clone, Edit, and Delete quotes within the quote list, while the Sales Engineer can only Edit a quote. 5

8 Figure 6 Authorized User Roles Examples Automating the Assignment and Approval Process Automating the assignment and approval process eliminates manual processing and ensures the appropriate roles review and approve the quote. The user experience can enable the user to control the workflow and remain aware of the status of a quote. This increases efficiency and productivity of all participating roles. Figure 7 shows examples of an effective user experience that defines the assigning and approval process. In example 1 the Sales Representative assigns the quote to a Sales Engineer for review and approval. The Comments field promotes communication between roles. Example 2 shows the quote assigned to the Sales Engineer for approval (Status = Approving). 6

9 Figure 7 Automating the Assignment and Approval Process Examples Automating Contract Generation Generating contracts from data entered during the quote process guarantees that the contracts are correct. Automatic contract generation also creates and stores the contracts at a single location, which eliminates duplicate versions. This increases accuracy and efficiency. Example 1 in Figure 8 shows that after the customer accepts the quote price, the Sales Representative selects Generate Contracts. Example 2 shows the list of all the contracts that were then generated for customer sign off. Figure 8 Generating Contracts Examples 7

10 Lack of Product Knowledge User Experience Solution The combination of complex product introductions, high turnover in the sales organization, and lack of training for Sales Representatives results in incomplete and inaccurate quotes. An effective user experience can accommodate different levels of users and increase product knowledge. An effective user experience can accommodate different levels of users and increase product knowledge. User experience can improve product knowledge by: Different methods of quoting Online help Data validation (see Data Validation for details) Different Methods of Quoting Different types of user interfaces for quoting foster greater efficiency. Some are easy to learn and intuitive for novice users, while others accommodate expert users. Figure 9 shows two examples of quoting methods for a virtual private network solution. Example 1 guides the user to configure a solution for a site based on a series of business questions answered by the customer. This benefits the novice user who is unaware of the intricacies of configuring the product, and ensures that the customer requirements are met and the quote contains all the necessary data. An expert user won t need this level of guidance. For the knowledgeable user, Example 2 displays all the configuration data needed for a single site on one page. 8

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12 Figure 9 Quoting Method Examples Online Help Online help assists users to create a complete and accurate quote while gaining product knowledge. Figure 9 shows two treatments of online help. Example 1 helps the user through a set of business questions to determine a solution. Over time the user will understand product solutions based on different business needs. Example 2 shows links to online help the? on the right that is available to assist the expert user who occasionally needs information. 10

13 Summary Summary Order fallout, inefficient workflow processes, and the lack of product knowledge in the sales organization are common problems associated with the ordering of complex telecommunication products. Applying effective user experience techniques that focus on the needs of the user can solve these problems and provide business value by: Increasing productivity and reducing errors Increasing efficiency and reducing manual processes Increasing user satisfaction and reducing turnover Successfully reducing quote to cash cycle times. Table 1 Summary of the Problems, Causes, and Solutions in This Paper Problem Causes User Experience Solution Order Fallout Inefficient Workflow Processes Lack of Product Knowledge Insufficient data Inaccurate data Redundant manual processes Undefined approval process Excessive paperwork Complex products Different levels of user knowledge Lack of training Input constraint Data cloning Data formatting Data validation Default values User role authorization Automation of the assignment and approval process Automation of contract generation Different methods of quoting Online help Data Validation 11