Trane
SaaS
Product
Trane manufactures HVAC equipment and Comfort Site was the solution for contractors, business owners, and Trane engineers to buy Trane product in bulk for maintenance work. Work orders would often involve dozens of the same part, so it needed to be built for orders with potentially hundreds of items at once.
TaskComfort site was originally built in Flash... (Yes, I had the same reaction you did) and needed to gradually rebuilt in HTML5. I temporarily supported Comfort site with information architecture for their search and purchase experience while simultaneously supporting my primary product at Trane until a permanent replacement was found.
Bulk Orders
Part orders would often ship to multiple locations closest to the job site. I added a modal with the ability to chose pick-up locations. If available locations were too inconvenient, users would sometimes choose to order their parts through other sources. Equipment typically used shipping due to cost and would lead directly to the purchase experience.
Optimize
Streamline
I used the available analytics to rethink page hierarchy and the content was rearranged to eliminate steps and provide a focused step by step experience. It resulted in a more standardized and streamlined experience.
MobileI optimized the experience for mobile platforms which included easier accessible primary actions and eliminating or condensing less relevant content.
Optimize
Shipping and Will Call
Flexibility was incredibly important for our users. Schedules needed to be accommodated as much as possible for efficient turn around times on work orders. Cooler states usually had more orders fulfilled through shipping while hotter states resulted in a higher number of customers using pick up for expedited work orders. Knowing this, users would have the ability to change pick up locations for Will Call and provide facility details for shipping.
Optimize
Fullfillment
I combined the Billing and Review steps to eliminate redundancy. Product orders were clearly arranged into relevant groups based on destination. The list of ordered parts could be in the hundreds, so text sizes were formatted to save space.
