Knauf Order Overview Platform Design
Alexandros Shomper
Knauf Order Overview
A unified platform for all Knauf orders
The single source of truth for deliveries from all Knauf brands and subbrands.
Overview
Bringing clarity to construction logistics, giving dealers and applicators real-time visibility into every delivery.
Knauf Order Overview is a B2B SaaS platform helping construction applicators & dealers manage their logistics and warehouse.
About Knauf
Knauf Digital is the innovation arm of Knauf Group (a 15+B global building materials leader with 43,500+ employees, operating in 90+ countries). The unit focuses on developing B2B digital products for the construction industry.
The mandate was to scale a portfolio of digital solutions across global markets while driving a user-centric transformation.
Customer Type
Dealer: B2B partners who sell Knauf materials to construction companies and manage order logistics.
Challenge
“We spent more time chasing delivery info than selling materials.”
Construction dealers manage thousands of orders across different Knauf entities. Delivery ETAs change daily, and keeping applicators informed meant endless phone calls.
The Problem
The lack of transparency created frustration for both dealers and Knauf, resulting in inefficiencies and low trust in the system.
Constantly changing ETAs
No unified tracking platform
Different contact points per Knauf entity
Manual customer updates consuming hours weekly
The Goal
Design a unified, easy-to-use order management platform that reduces friction, increases trust, and saves dealers time.
Provide users a unified overview of all their orders live status & changes
Give transparency to the deliveries on material level
Help our customers work more seamlessly togehter
Research
Discover the essential workflow that defines value.
Through interviews, diaries, and job walkthroughs, we found that transparency and autonomy were key drivers.
I led field visits and interviews across 9 countries — logistics & warehouse management works in dealerships and on the construction site. We combined JTBD analysis, expert interviews, and a survey with 20 dealers in Europe.
Field shadowing • Expert interviews (9 countries) • JTBD analysis • UX surveys (n=20 EU).
Key Insights
Changes in ETA = #1 priority.
Dealers’ notification preferences vary widely.
Users needed fast setup (Day 1 value).
PMF Hypothesis
If dealers have transparency about their deliveries, they will be able to better manage their customers, delivery points, and construction sites; returning daily.
Solution
Designing for Activation
Once the problem was clear, we focused on time-to-value, helping users reach their “aha moment” (sending the first quote) within 15 minutes.
Scope decisions Desktop-first; all-in-one app; design system prioritized to accelerate delivery across 4 apps.
Cross Knauf Brands Order Overview See the status of any order from any Knauf brand or sub-brand.
Calendar View Provide order & delivery data in an easy to grasp context that helps customers organize their day.
Notification Settings Customize on event level what to get notifications on, and on which channel.
Key Feature 1: Unified Order Table
Every tender arrived in a different format — Excel, PDF, or even hand-written. We built a guided import flow that parses items and matches them to Knauf’s product systems.
The single source of truth for all deliveries.
All Knauf entities in one view
Think 10+ Knauf entities with their own contact... I created a single source-of-truth order table that consolidates all delivery information, replacing what used to require several calls or systems. Now dealers can see everything at a glance.
Customizable columns
Every customer has very different needs in monitoring their orders & deliveries. A one-size-fits-all solution was not going to be useful to any customer. So I gave our customers the ability to choose what they want to see, and in which order.
Simplified visual status
The delivery states for every Knauf entity where completely different, and even worse, the states of an order could change quickly. I standardized the delivery states for all entities; color-coded and icon-coded for a quick grasp of the status quo.
Impact
Dealers could see everything instantly, cutting down cross-team calls.
2h average saved per week
20% reduction in service calls
3x less back to back calls
"You can't imagine how much work this saves me, and how much easier my client work now is."
Key Feature 2: Calendar View
A bird’s-eye view of upcoming deliveries.
Visual timeline of the week
Although tables are a great structured, and searchable view on orders, essentially orders and deliveries are about time. This calendar view now a birds-eye view on the day or whole week.
Easy day planning for warehouse teams
Displaying deliveries like calendar events, helps customers manage their own fleet, their warehouses, and their logistics more precisely. Without having to click through several orders, or even worse - calling the customer services.
Impact
Dealers reported fewer surprises and smoother operations.
25% reduction of logistics chokepoints
2X warehouse planning efficiency
Key Feature 3: Notification Settings
Personalized update preferences.
Choose events to be notified about
In numerous customer interviews we've learned that each and every customer has very different preferences on what they want to receive notifications on. I've therefore designed a notification center that gives the user maximum customization.
Email, app, or SMS alerts
Not only the events, but also the channel differed. Not only from customer to customer. But a single customer might need one important event notification to be sent immediately via text, while the rest can be delivered by email.
Impact
Engagement and trust increased — users stopped “checking constantly.”
2X improved change response time
"It's good if you don't have to chase information about changes, but it comes to you asap."
Key Feature 4: Share Order Details
Let dealers share live delivery info with applicators.
Highlights
One link, always up to date
Reduced double communication
Impact
45% less “where’s my order?” calls of clients
"Keeping my clients up-to-date was half my day. Now they can keep them up to date by themselves."
Results
Success in numbers
Knauf Order Overview became the core product in Knauf’s digital ecosystem, adopted across 12 European markets.
A product that turned analog workflows into a digital growth engine — and a design-led transformation that shaped how Knauf builds all future tools.
Scaled design system across 4 apps, cutting delivery time by 40%.
Mentored designers in hypothesis-driven experimentation.
Built “Growth Guild” (Design + PM + Data + Engineering).
Introduced UX Maturity Assessments company-wide.
MetricΔ
Inquiry Calls ↓20%
Dealer Admin Work -2h/week
Activation +30%
Retention+25%
Markets Rolled Out 9
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Posted Mar 20, 2026
B2B SaaS order tracking platform for global leader in the construction industry. Helping construction applicators & dealers manage logistics and warehouse.
