Talon
Designing the Order and Fulfillment system
Overview
The Operations team at HawkEye 360 is responsible for requesting and collecting data from the HawkEye 360 satellites for our customers. The original process required multitasking between multiple interfaces to complete collections, it was labor intensive, frustrating and complicated. The solution has been to combine everything seamlessly into one single platform so the OPS team can enhance their process, and reduce the margin of errors for their customers.
Goal
Create the Talon platform that provides the OPS team with the features required to complete customer requests.
Role
UX Design, User Research, Information Architecture, Interaction Design and UI Design
01
The Problem
The OPS team is responsible for ordering and tasking collections from our satellites, tracking and editing collections and then evaluating deliveries for accuracy before handing them off to customers.
The problem is the process and multiple interfaces the OPS team was juggling. This was ultimately creating slower collection editing times, help from multiple engineering teams, confusion and communication issues. This affected our customers with slower response and delivery time. All of this was leading to unhappy customers and less revenue for the company.
02
The Solution
In order to streamline the OPS teams process we decided to reduce the number of places they had to go to complete their tasks. This meant giving them a platform where they could go in and create requests, track and edit those requests, track deliveries for those requests and so on. The first version of this platform is The Request and Delivery MVP.
The Request and Delivery MVP capabilities:
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Customer Creation
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Customer Allowances
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New Requests Orders
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Request tracking
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Request Editing
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Delivery tracking
These capabilities allow the OPS end users to satisfy customer orders, and track collections, modify requests, and track deliveries.
03
Validation & Implementation
I worked with the OPS team to create the ideal content layout and IA for platform. I also worked with the PM, back end and front end engineers to understand what capabilities would be possible to build for the 1st version. Usability testing and general feedback from the OPS team results showed the need for more capabilities.
Ever since the platform first deployed the OPS team has seen an increase in customer deliveries per week, and is now able to submit collection requests and edit them in a much shorter timeframe than before. More recently they were able to hire more people that require less training for the complexity of the previous tech intensive process. We continue to add the more detailed complex capabilities the OPS team requires to Talon to this day.