Krispy Kreme Order System
Case Study
Introduction:
Our team was tasked with updating an order system for a popular donut manufacturing company that was over 20 years old. (the last time it was updated The Matrix was in theatres)
The tool needed to handle orders placed online, over the phone, and in person on multiple devices.
Problem Statement:
Our current tool is outdated and has no way of reliably providing up-to-date analytics on the order management of local and regional shops. We need a system that can handle massive amounts of manufacturing while also handling customer management, and predictive analytics to provide help smaller shops to outsource larger orders to other shops. It also needs to integrate with our suite of other tools currently being developed on all sides.
Research:
Stakeholder Interviews
User Interviews
Whiteboarding sessions with expanded teams to gather requirements.
In-person working sessions to understand the complications and needs of people who will actually be using the tools.
Design Process:
We leveraged an OOUX system to break down very complex processes and needs to create simple, easy-to-understand objects and workflows. This resulted in many conversations to understand and define the ORCA for each needed piece and part.
After multiple internal reviews starting from wireframes to design system-oriented mockups, we were fortunate enough to test all of our predetermined workflows with 10 managers who offered feedback that we could iterate on.
Solution:
Features include home pages that inform users of current and future orders for their shops, advanced customer management tools, a compliant understanding of fundraising and gifting orders for exceptional customers, and integration with external online ordering tools.
Results:
Online orders, customer and user satisfaction have increased by many multiple factors. Orders have increased which has created the need for more advanced manufacturing shops to help with smaller shops that don’t have the needed machines to handle the increased order numbers.
Decreased amount of duplicated customers
Increased amount of fundraising orders as well as community-driven events to provide free treats for those in need.
Reflection:
This was the first time fully implementing OOUX and it was a real eye-opener of how powerful an object-oriented system can be specifically for UX. It was incredible to have conversations about which items have relationships with other objects and see it all come together over time. 10/10 would use OOUX again.
We had a great relationship with our client so having mutual trust already had been developed was a huge boost to our kickoff.
Reviewing data from our teammates actually working in a shop from local spots to the UK was such an advantage and helped grow our relationship tremendously.
Seeing a system go from an early 00’s to a contemporary product was such a shock to some people that there was a sense of “this can’t be real can it” which further added to the increased adaptability and was incredibly awesome to see how people reacted to using something we built.