Creating an end-to-end B2B SaaS workflow management platform for OLX Autos

A unified task + user management system that defines and operates all tasks required for business operations, thereby making internal operations scalable.

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I started by conducting a thorough study around the landscape of workflow management and automation softwares and condensed information around the growing adoption of remote workflow automation as an industry post COVID.

I conducted on ground interviews with some of the stakeholders, condensed insights into actionable themes for design and carried out competitive benchmarking with industry leading workflow softwares. This tool would be used across the spectrum of all internal users in OLX Autos, from Car Buying Managers to Inspection Engineers to Warehouse Allocation Managers to keep a track of their prioritized tasks and assign, reassign or pause tasks.

They would also be able to track their performance over a period of time with valuable insights around leads entering the system, detailed analyses on where lead dropoffs occurs in the B2B and B2C funnels and ensuring a stringent multipoint Quality Checkpoint process for all used cars entering and exiting the OLX ecosystem.

In this phase I conducted a deep dive into figuring out how our target audience currently interacted with their existing workflow and set the benchmarks for the average time they took to complete certain key workflows. I mapped out the Information Architecture that would be required to unify all these different tasks and workflows for all the different stakeholders and started creating the MVP version of Workflow Management platform.

After v1 was built, it was tested with a control group of 10 users in Chile. Their insights and a thorough observation of their usage patterns with the build that was shared with them helped me identify where the MVP version was falling short and where v2 could excel. In this phase I initiated design-led product feature brainstorming with PMs and came up with features to add and UX level improvements that could make the product way more user-friendly and intuitive to use.

After the v2 for Workflow Management went live, we began monitoring the adoption data for 90 days to inspect the difference in turnaround time for key workflows that we had set goals for earlier. Below are the results for the same. The product was successfully launched in 5 markets, and relevant users were given a training workshop to ensure they were proficient in transitioning to a standardised Workflow Management software from a pen-and-paper scattered workflow.

I decided to document my learnings from this project as this taught me a lot about B2B design and how certain nuances really make all the difference when designing for a new ethnographic user group.