Transforming the Usability process of a Ecommerce Module Hiring
Managing an e-commerce business requires efficiency, and hiring and integrating essential services should be a straightforward process. However, users often faced a frustrating experience by navigating dropdown menus without clear visibility into what each service offered or which ones were already activated. To address this, I redesigned the hiring experience, replacing dropdowns with a dedicated interface that centralizes information and simplifies module selection. This case study explores the journey toward a more intuitive and efficient module hiring experience.
Context
Within the management area of a supermarket-focused e-commerce platform, there was an existing feature for hiring services such as CRM, messaging, banners, and third-party integrations. Access to these modules was done through a limited dropdown menu, which included repeated or outdated options and offered no visibility into the activation status of each service.
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Lack of information about which service modules were available for hiring.
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Difficulty understanding what each module offered.
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Lack of clarity about which service modules were already active.
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Unintuitive navigation, with multiple clicks and separate screens.
Goal
Redesign the hiring flow to deliver a centralized, clear, and efficient experience aligned with the manager’s operational needs.
My Role
Conducted desk research, analyzing competitors and similar solutions.
Created early user flows using quick wireframes (Excalidraw) and later developed high-fidelity prototypes in Figma.
Collaborated with the Customer Experience team to validate pain points and refine the flow.
Presented the solution to the development team during the business refinement phase to ensure technical feasibility.
Note
Due to confidentiality (NDA), some sensitive data has been removed from the mockups. Module names, description, values and so on were adapted for presentation purposes.
3. Design Process
To bring this new experience to life, I followed a few key steps:
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Research and Benchmarking: I explored how other CRMs structured their module offerings to identify the best approaches.
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Quick Wireframes: I created sketches in Excalidraw to validate the concept quickly and iteratively.
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Prototyping and Refinement: I built an interactive prototype, which was first reviewed by the Product Manager and later validated with the Customer Experience team.
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Alignment with Development: I presented the solution to the developers to ensure technical feasibility and avoid rework.
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Implementation: The final design was handed off to the development team and later delivered to production.
4. Proposed Solutions
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Replacement of the dropdown menu with a dedicated module hiring interface.
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Centralized display of all available modules, making it easier to view them on a single screen.
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Inclusion of concise descriptions for each module, helping users understand their functionalities.
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Implementation of visible activation status directly within the interface, eliminating the need for additional navigation.
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Reduction of unnecessary clicks: the new screen centralizes essential module information, enabling quicker and more focused decision-making.
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Increased autonomy for managers, who can now easily identify which modules are active and which are available for hire.
5. Wireframes and Final Screens
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Wireframes developed in Excalidraw.
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Screens created on Figma
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6. Observed Results
Although I didn’t have direct access to platform metrics, I identified the following outcomes based on conversations with the Customer Experience team and the Product Manager:
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Decrease in support tickets related to existing features that clients were previously unaware of.
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Fewer meetings between customers and the Product team to request solutions that were already available.
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Increase in adoption of service modules offered by the company, driven by improved clarity and visibility.
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Higher customer retention and increased revenue, as clients chose to activate more in-house services instead of seeking external alternatives.