E-commerce
Order Management System Overhaul
Redesigned the order processing workflow for a mid-size platform handling 10k+ daily orders, cutting processing time by 30%.
3 months
Lead BA
30% faster
Processing Time
45
Test Cases
60+
User Stories
+18 pts
NPS Improvement
The Problem
The client's OMS was a patchwork of manual processes and legacy integrations. Order exceptions required manual intervention, returns were tracked in spreadsheets, and the ops team spent 3 hours daily on reconciliation. Customer complaints about delayed updates were at an all-time high.
My Approach
- 1Conducted 12 stakeholder interviews across ops, tech, and customer success
- 2Mapped the AS-IS flow and identified 8 critical bottleneck touchpoints
- 3Ran 3 discovery workshops to validate pain points and prioritize fixes
- 4Authored 60+ user stories with detailed acceptance criteria
- 5Coordinated UAT with the ops team - 45 test cases, 0 critical defects on go-live
The Outcome
30% reduction in order processing time. Manual reconciliation eliminated. Return tracking moved to the platform. NPS for order experience improved by 18 points in 60 days post-launch.
Tools Used
JIRAConfluenceLucidchartSQLExcel