• User Research: Conducted interviews with logistics, customer support, and supply chain teams to identify workflow challenges.
• Pain Points Identified: Conducted interviews with logistics, customer support, and supply chain teams to identify workflow challenges.
• Competitive Analysis: Delays in return processing, lack of real-time status tracking, and difficulty in analyzing failure trends.
• Business Alignment: Reviewed industry best practices for RMA tracking dashboards.
Coming up with concepts and gathering user feedback.
• Strategic Objectives: Provide end-to-end visibility into RMA status, tracking, and resolution times.
• Key Metrics: Return processing time, defect trends, cost impact, approval timelines, and logistics efficiency.
• Information Architecture: Organized into RMA Status, Processing Analytics, and Failure Insights sections.
• Wireframing & Prototyping: Created low-fidelity wireframes to establish data visualization structure.
• Stakeholder Reviews: Gathered feedback to refine layouts and functionality.
• Interactive Prototypes: Developed high-fidelity prototypes for usability testing.
• A/B Testing: Evaluated different data visualization methods (heat maps, progress bars, trend graphs) for clarity.
• User Feedback Integration: Adjusted features based on real-world testing insights.
• Design Handoff: Worked closely with engineers to integrate with Cisco’s ERP and analytics tools.
• Scalability Considerations: Ensured the dashboard could handle high-volume RMA cases efficiently.
• Customization Features: Enabled filtering by product type, region, and issue category.
• User Training & Adoption: Conducted onboarding sessions for key stakeholders.
• Performance Monitoring: Tracked usage, accuracy, and user engagement post-launch.
• Continuous Improvements: Implemented feedback-driven enhancements for better forecasting and reporting.