My Framer Site

HOME

RESUME

OMS | Order Management System

A centralized solution designed to eliminate miscommunication, prevent duplicate orders, and empower sales teams with real-time tracking and approval workflows.

Position

Product designer

Team

1 Senior, 2 Junior & 1 Intern

Timeline

4 months

Overview

Order Management System (OMS) is to streamline the inquiry, platter selection, pricing, and quotation process for bulk food and catering services. It ensures efficient order handling, real-time modifications, and seamless customer interactions while maintaining accurate pricing, approvals, and payment workflows.

Problem Statement

The sales team at Craft My Plate struggled with manual order handling, leading to miscommunication, duplicate orders, and poor tracking. The absence of a centralized system made it difficult to monitor sales performance and maintain operational efficiency.

Research & Analysis

To understand the process and challenges, we conducted interviews with the sales team and operations team, along with gathering customer feedback. This helped us identify key pain points and areas for improvement in the overall order management experience.

Problems

After conducting in-depth user interviews, surveys, and a UX audit, we identified several friction points across the ordering journey. By grouping similar insights and analyzing user behavior, we translated these pain points into key problems that directly impacted user experience and conversion.

Sales team members often contacted the same customer without visibility, causing repeated entries, confusion, and incorrect data.

Managers lacked real-time visibility into order approvals, sales performance, and order progress, making supervision inefficient.

No centralized system existed to track order status from inquiry to payment, leading to delays and poor operational clarity.

Solutions

Based on the identified problems and user insights, we began the ideation phase to explore possible solutions. Through brainstorming, user flow mapping, we translated the core pain points into actionable solutions aimed at improving clarity, usability, and overall user experience.

OMS provides a unified platform to manage customer inquiries, track every order, and maintain transparency across all stages.

Enhances coordination between sales and operations teams while enabling managers to monitor performance metrics for accountability and growth.

Available on both web and mobile, allowing teams to access, manage, and update orders anytime for greater flexibility and efficiency.

Ideation

We identified major inefficiencies in Craft My Plate’s manual order process, leading to miscommunication and frequent errors. To address this, we designed the Order Management System (OMS) a centralised tool that digitizes every step of the sales workflow from inquiry to approval. By mapping the user flow around platter creation, quotation generation, and real-time tracking, OMS creates a structured, transparent, and efficient order management experience.

Designs

After finalizing the key ideas, I moved into the design phase creating wireframes, high-fidelity screens and prototypes. The focus was on improving visual hierarchy, simplifying navigation, and making the ordering journey more intuitive and transparent for users.

Platter Creation

- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.
- Executives can build platters by adding items directly from the menu.
- With a large number of items and categories, users can easily search for item names to find and add them efficiently.
- Executives can view all items in a selected platter and remove or update them as needed.
- Executives can review all selected items and order details before sending a quotation request to the manager.
- Executives can input the pricing for the order and submit it for managerial approval.
Once the executive sends a request to the manager, a confirmation popup appears to indicate the action.

Quotation details

- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL
- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL
- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL
- Once a quotation is approved, it appears in the table, allowing the executive to view the quotation and its details.
- Executives and managers can track the status of all quotations along with complete order details.
- Executives can easily find specific quotations using the search bar and advanced filters.
- After opening the approved quotation, the executive can view the complete order pricing and details.
- The quotation can then be shared with the customer via a URL

Payment details

- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.
- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.
- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.
- Once a customer completes the payment, it is reflected in the Payment History along with its status.
- If the payment is pending or failed, the executive can follow up with the customer to ensure completion.
- This allows for easy tracking of all order payments.
- By clicking on the customer ID from the previous screen, the executive can view all associated payment details.

Order history

- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.
- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.
- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.
- Managers and stakeholders can easily track complete order history and monitor revenue generated.
- They can view today’s orders, monthly summaries, and order statuses — including pending, completed, or cancelled — helping users access key insights effortlessly.
- After opening the customer order, the executive can view the complete order details and status of the order.
- Executives can update the order status once the payment has been successfully completed.
- If a customer cancels the order or doesn't respond after a long period, the executive can cancel the order by providing a reason. This ensures other executives avoid wasting time following up with the customer.

Analytics

Managers and Admins have full access to comprehensive order analytics
They can monitor top-performing sales executives and analyze their order success ratios. Detailed graphs are available for each executive, providing deeper insights into individual performance and completed orders.
Additionally, the dashboard offers a quick overview of the most popular services and highlights the top reasons for order cancellations, enabling data-driven decision-making.

Usability testing

The new design has created an impact, it’s not the perfect design but we’re going towards a goal. We’ve achieved the goal and got some great insights from the users too..

72%

Faster quotation process, improving customer response time.

Reduced no. of errors by 58%

Boosted sales teams performance

Minimal

Learning

curve

Explore more case studies

Craft My Plate - APP

This project showcases my work in creating Craft My Plate’s full ordering journey, solving key pain points across both pre-order and post-order phases

Loyalty for Craft My Plate

Trainer Finder connects you with self-employed trainers who match your goals, location, and preferences. Access live training sessions, secure communication, and a supportive community all in one seamless app.

Trainer Finder | Course Project