CLIENT
Samsung C&T Fashion Group.
MY ROLE
UX Consulting
Samsung C&T Fashion Group.
MY ROLE
UX Consulting
UX Research
SUMMARY
YEAR
I consult QRS service in Samsung C&T Fashion Group, which serves customized premium suits.
YEAR
2017
PROBLEM STATEMENT
“ QRS Service has very complicated work process with various system and roles. Also, there are a lot of paper work separated with system. It needs organized process from salesman to worker at factory until deliver qualifed products for customers. ”
PROJECT GOALS
1
Support communication between roles
2
Optimization system for providing customized infromation
3
Expand function to help workers real-time information
4
Minimize complicated system, Upgrade usability and learning
APPROACH
︎Check Overall QRS Process
︎ Analysis based in Real-Voice from field
︎ Proceed workshop gathering each role to discuss common issues
︎Check Overall QRS Process
︎ Analysis based in Real-Voice from field
︎ Proceed workshop gathering each role to discuss common issues
RESEARCH METHODS
Field Research
In-depth Interview
Heuristic usability evaluation
Workshop
INTERVIEW OVERVIEW 🔎️
1. INTERVIEWEES : Total 12 interviewees (MD, MR, Factory Workers)
2. INTERVIEW PERIOD : 2017.06.08~2017.06.16 (8 days)
3. INTERVIEW METHODS : In-Depth-Interview, Shadowing (Obseravtion Research)
4. INTERVIEW POINTS :
✔︎ Check Gaps between QRS Work process and real work
✔︎ Check main communication points each roles
✔︎ Observe user behavior about using system through task demonstration
2. INTERVIEW PERIOD : 2017.06.08~2017.06.16 (8 days)
3. INTERVIEW METHODS : In-Depth-Interview, Shadowing (Obseravtion Research)
4. INTERVIEW POINTS :
✔︎ Check Gaps between QRS Work process and real work
✔︎ Check main communication points each roles
✔︎ Observe user behavior about using system through task demonstration
WORKSHOP WITH CLIENTS
PAIN POINTS & KEY FINDINGS
︎ Occur frequent offline communication through various channel
︎ Use optimized personal work files
︎ Task patterns to perform returning checking and reworking
︎ Occur frequent offline communication through various channel
“We have to communicate with other roles about inquiries about reducing schedule, email notice, low stock of fabric, check emergency tasks.”
︎ Use optimized personal work files
“I rely on my own work files : client schedule notebooks, sales report excels, order management excels.”
︎ Task patterns to perform returning checking and reworking
“We check production status and customer’s body information every single time at factory ”
︎ Use system only to perform an administrative task because users don’t recognize system function
“We feel very difficult and complicate to use system even though system serves various function.”
︎ Use system only to perform an administrative task because users don’t recognize system function
“We feel very difficult and complicate to use system even though system serves various function.”
SOLUTIONS
1
Minimize Tasks : reduce unnecessary and repeated work
2
Block inefficiency and error main causes by system
3
Overall situational alarm
SOLUTION1| MINIMIZE TASKS : REDUCE UNNECESSARY AND REPEATED WORK
Personalized Dashboard to assist Collaboration
Deal with issue through sharing detail tasks status and assistance
SOLUTION2| BLOCK INEFFICIENCY AND ERROR MAIN CAUSES BY SYSTEM
Reposition sorted important information and grouping association
System Going With Workflow
Reposition sorted important information and grouping association
SOLUTION3| OVERALL SITUATIONAL ALARM
Support mobile service for mobilty environment
Task Mobile App. to check work status
Support mobile service for mobilty environment
LEARNINGS
I was trying to hear customer’s real voices. Especially, we had a section of workshop participating each stakeholder. That was very perfect to figure out root causes from many problems. We can get things to what we didn’t know through our research.
MAKE BETTER VALUE
JEONGHEUN LEE SEOUL, SOUTH KOREA.
JEONGHEUN LEE SEOUL, SOUTH KOREA.