Foremost
Modernising Foremost’s order management experience
Problem Statement
Customers found the order status experience confusing and uninspiring when handling large volumes, leading to slower task completion, increased support calls, and difficulty downloading individual orders.
Goals & Objectives
Improve clarity and visibility of order status
Reduce support queries and manual assistance
Enable faster downloads for single orders
Research & Insights
High-volume customers prioritise speed and clarity
Clear status visibility reduces support enquiries
Users recognise colour faster than text, enabling them to identify categories at a glance.
Approach & Strategy
Single-order download functionality was introduced, allowing users to access files quickly without unnecessary steps and resolving a key usability pain point.
Orders were grouped using colour-coded status sections, enabling users to recognise order states instantly and prioritise actions without scanning dense information.
Seven search fields were consolidated into a single unified search, allowing users to locate orders using multiple identifiers while reducing interface clutter.
Together, these improvements reduced cognitive load, improved scanability and enabled faster task completion in a task-heavy environment.
Original Design
Final Designs
A simplified order management interface with clearer status grouping, unified search and faster access to individual order downloads. Designed to improve scanability and reduce friction in high-volume workflows.
Metrics & Outcomes
Support queries dropped by 30% following the redesign, reflecting improved clarity, faster task completion and reduced user dependency on manual assistance.
30%
less support emails and calls following the update.