Order Management

Transformed AppDirect's order management from a SaaS-only to multi-product commerce platform, enabling $1M+ transactions for enterprise clients.

2018, 2020 - 2021

  • Role

    Owned the end-to-end design process. Led stakeholder alignment to ensure a cohesive experience across sales and delivery products. Influenced feature prioritization through research findings. Directly contributed to AppDirect's design system through design deliverables.

  • Team

    The team went through 3 PM and engineering team changes during the course of the project duration. I also worked with 1 technical writer and cross-functional stakeholders (2PMs, 1 designer).

Business Problem

AppDirect enables enterprises to operate white-label marketplaces where they can provide their customers a unified hub for purchasing, managing, and provisioning technology solutions. 

As AppDirect’s platform evolved to support bundled purchases of software, hardware, and infrastructure, the inability to maintain purchase history, combined with data scattered across multiple pages, made it increasingly difficult for merchants to track orders and support customers effectively.

Solution

A unified order management system that preserves transaction history and simplifies workflows, enabling merchants to effectively support their customers and manage orders across all product types.

Designing a New Order Experience

Purchase data was limited to software subscriptions and couldn't track physical products. Transaction details were scattered across multiple pages, making it impossible to see the full picture.

I designed a unified purchase view that brought together transaction details, product delivery status, with links to key information like invoices and payment records all in one place. The new design could accommodate any product type in AppDirect's growing catalog - from software subscriptions to physical goods.

Simplified Order Discovery

Merchants lacked effective tools to track marketplace activity and find specific orders quickly.

I optimized the order listing to match merchant workflows and priorities making critical information accessible immediately. Smart filters highlight orders needing attention, while visual badges make it easy to identify different purchase types at a glance. 

A Product Framework Built to Scale

Each product type (software, hardware, infrastructure) had unique delivery workflows and data requirements, with no consistent way to display this diverse information.

I designed a scalable card framework that could adapt to any product configuration while maintaining a consistent user experience. The framework handles varying levels of data availability, empty states, and third-party integrations.

A Status Framework that Drives Action

The existing status system used technical backend terms that varied across product types, making it difficult for merchants to understand and communicate status to customers.

I redesigned the status system to use clear, actionable language that works across all product types, simplifying the system from 10 distinct statuses to just 2 core states. Introduced an overarching Purchase Status to track overall order progress, while using merchant-specific sub-statuses to maintain operational visibility.

Results and Impact

Driving Enterprise Growth

  • Expanded platform capabilities from digital-only to include physical product sales

  • Enabled Vodafone Ziggo to process $1M+ transactions

  • Drove adoption by 9 major enterprise clients, including Swisscom and Vodafone

Platform Improvements

  • Designed extensible UI framework that scales to support any new product type

  • Improved platform-wide filtering system for easier data navigation

  • Created standardized purchase status system across all product types, reducing confusion and improving merchant efficiency