EXCEPTION MANAGEMENT TRACKING
Exception Management Tracking (EMT) is a new tool that had been developed internally to streamline our Reps tracking activities associated with load tracking. EMT was rolled out company-wide to all users. The purpose of this research was to gather user feedback from representatives on the floor to identify improvement opportunities to include in the product roadmap.
PROCESS
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Recruited several reps on the floor ranging in tenure and background in logistics.
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Conducted contextual inquiry sessions with the internal reps on the floor, whilst observing them going on with their day-to-day activities.
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The observations from the sessions gave insight into some of their primary interactions with EMT. The reps also voiced out their opinions on how the tool could be designed to improve efficiency of the tool.
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Design recommendations were prioritized for the next iteration of the tool. These were shared with the development team for the next release.
Features and design iterations prioritized oil regards with Impact vs. Effort
FINDINGS
The biggest takeaway from this research initiative was the integration of BARK (instant messaging portal) used on Coyote's CRM that are primarily used by reps on the floor to communicate, on EMT. Coyote's reps spend a lot of time copying information from an email to Coyote's CRM while working on EMT. The introduction of BARK on EMT reduced their time-on-task by 20 secs, improving the overall efficiency of the tool.
