PROPELLO
Reimagining the Retail Experience (Point Of Sale)
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Company Overview:
Epicor Software Corporation, headquartered in Austin, Texas since 1972, specializes in providing business software solutions. Focused on manufacturing, distribution, retail, and service industries, Epicor offers a suite of products including enterprise resource planning (ERP), customer relationship management (CRM), supply chain management (SCM), and human capital management (HCM). These solutions are available through both SaaS and on-premises models, catering to a diverse range of business needs.
During my tenure of five years at Epicor, I led the design of Propello, a SaaS-based retail ERP system. Originally a downloadable and installable product, Propello faced numerous feasibility and usability challenges that necessitated a transition to a cloud-based platform. This transition focused initially on the Point-Of-Sale (POS) system as part of a proof of concept (POC), which would later set the stage for the full transformation of the product's user experience.
Project Background
The older screenshots of the product
The main objective was to redesign Propello’s POS, a critical component of the system, based on extensive customer feedback. The redesign aimed to convert the POS into a fully cloud-based system, enhancing user interaction and overall functionality.
Objective
As a Principal Designer, my responsibilities encompassed a comprehensive understanding of the existing system, integrating customer insights, and spearheading the research on retail cloud UX. My team consisted of two designers, two analysts, and several developers, all coordinated to achieve a unified goal.
Role and Responsibilities
Our approach began with an in-depth onboarding session coupled with a kickoff meeting to delve into Retail Cloud UX principles and existing customer feedback. Following this, we conducted a thorough product audit and competitive analysis to identify areas for improvement and differentiate Propello’s POS in the market. Key phases of the design process included:
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Creation of low-fidelity wireframes to map out the new POS architecture.
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Iterative feedback sessions to refine these wireframes into high-fidelity designs, incorporating Epicor’s brand elements to enhance visual appeal and user engagement.
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Collaboration with product managers and stakeholders to align the high-fidelity designs with business goals.
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Overseeing the development process and conducting detailed QA testing to ensure the designs were executed to specification
Design Process
Low-fidelity wireframes to map out the new POS architecture
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A seamless workflow transition between 'Sale' and 'Return', addressing a primary user concern.
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A 'Quick View' option for expedited checkout processes, particularly beneficial for fast-moving items.
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An intuitive 'Order List' section providing comprehensive details on promotions, taxes, and notes, previously noted as lacking.
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A restructured single-screen interface with clearly segmented areas for customer information, order details, and transactional insights, enhancing operational efficiency and user experience
Solutions & Results
These enhancements facilitated a smoother transaction process, allowing for both single and multiple payment methods. The introduction of the POC was met with enthusiastic approval from existing customers, which not only helped retain them but also significantly boosted new customer acquisition. Following the success of the POC, the entire product underwent a cloud transformation, expanding to include features such as inventory management, purchase ordering, and comprehensive analytics and reporting.
The transformation of Propello into a cloud-based ERP system exemplifies how targeted user experience redesign can profoundly impact product success and customer satisfaction. This project not only solidified Epicor’s position in the retail software market but also demonstrated the pivotal role of UX in product evolution and customer retention.