Redesigning an ERP experience to match a luxury furniture brand

The aim of this project was to create an onboarding experience for new users of a complex legacy ERP system. The main business objective was to cut training costs, as a dedicated team was spending significant hours instructing clients on how to manage their daily tasks within the ERP product. We introduced a Time to First Value (TTFV) KPI to determine if the onboarding journey enables new users to reach their first meaningful outcome or complete a key task within the system more quickly.

Data-driven success

An ERP system without a proper onboarding feature can lead to significant operational inefficiencies, higher support costs, and lower user satisfaction. Stakeholders need to prioritize onboarding to ensure smooth adoption and maximize the ROI of the ERP implementation.

Our main objective was to improve user experience by making measurable gains in Time to First Value (TTFV). Consequently, we saw an impressive increase of nearly 56% in users who reported that the onboarding journey significantly simplified their work and speed up their proficiency with the new system. This led to significant decrease in support tickets.

Bridging elegance and technical limitations

The challenge with this client was the following: How can we redesign an ERP platform to balance the modern look and feel of an established luxury furniture brand, but at the same time strictly adhere to the foundational framework of the software company?

A screenshot of the ERP system's landing page, where no onboarding is being presented to new users.

Establishing goals

Following an in-depth client workshop to comprehend their unique needs and goals, we established four key criteria that would serve as benchmarks to measure the success of this project.

1. Data-driven UI

Develop a user interface grounded in data-driven UI best practices to enhance user experience and usability.

2. Rich customization

Enable rich customization options to meet the unique preferences and needs of individual users.

3. User freedom

Prioritize user autonomy, providing them with the freedom to personalize their experience within the system.

4. Holistic system

Design a comprehensive system that caters to the requirements of multiple user roles, ensuring seamless functionality and integration across the board.

The solution - automated, role-based user onboarding experience

To accommodate the diverse needs of ERP users, we designed separate paths tailored to the unique requirements of the primary job roles that use the system. The goal was to guide first-time users through the basic structures and main functionalities of the interface. Emphasizing simplicity and friendliness, we ensured that anyone testing the system could easily understand its essential aspects without needing extensive assistance.

Introduction screens of the role-based onboarding experience.

Crafting synergy between scope, user needs, a design system, and UX processes

After a series of workshops with the luxury furniture brand, delving into the intricacies of their users' needs and ERP requirements. This allowed us to plan and prepare for the functional scope, essential for a seamless integration. After that, while our UX team engaged in ideating and conceptualizing the main user flows and information architecture, our UI team simultaneously crafted a design system as a response to the scope.

Screenshots of the gamification onboarding experience. Introducing step by step process.

Heading

With both aspects completed, the moment arrived to harmoniously merge these elements into an elegant internal experience that would not only meet user needs but also reflect the brand's distinctive aesthetic seamlessly.

OUTCOME

An elegant, simple design for complex jobs

Our solution balanced a variety of complex tasks with an easy-to-use, yet flexible design. Our focus was on creating different paths for users with different jobs, like Finance, CRM, and warehouse management. This way, everyone can use the system easily, no matter their role.

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