Sysco Market
Product
Sysco Shop (formerly Sysco Market) is an application created for customers to order products from Sysco. Customers can order pantry items, fresh produce, disposables, supplies and more. Customers can create and organize shopping lists. They can also manage their account credit. The legacy version of Sysco Market was only available for desktop and was Flash-based.
Problem
Through SAP Analytics, I tracked low user engagement. Roughly only 50% of registered customers used the application regularly. Users started orders, but did not follow through to submit the orders. In addition, they made frequent technical support calls to their sales representatives and to client services.
Discovery
The fastest way to obtain answers for user issues with applications is to speak directly with the users. I was allowed to contact customers from various operating companies. I arranged to conduct phone interviews with 2 customers from each of the following operating companies: the Sysco Central Texas, Sysco Florida, and Sysco Las Vegas. I also arranged to observe 3 Sysco Houston customers using the application.
Users were dissatisfied with the following areas:
1. Difficulty logging into the application
2. The application speed is slow
3. The navigation is difficult to locate and use
4. Difficulty creating and managing lists
5. Difficulty knowing placement in the application
6. No option to login from tablets
7. Lack of training to understand the application
Solution
Through user interviews and usage observations, the following design solutions were recommended, created, and implemented:
1. Move application navigation to the top of the page, traditional header placement
2. Recreate the application in html 5 and CSS 3 to increase speed
3. Recreate the application in html 5 and CSS 3 to access through various browsers and devices, including tablets.
4. Simplify the list creation and management process
5. Highlight the page / link the user is currently active in
6. Update the user interface
7. Create detailed, step by step consumer-facing training documentation
The following recommendations were submitted, but were unable to be implemented:
1. Login to the application from sysco.com header
2. Associates to access both associate and customer controls based on associate login
More Details
COMPANY
Sysco Corporation, November 2012
EFFORT
Analytics, user interviews, user observations, requirements, wireframes, prototypes, user interface design, SAP Analytics, Photoshop, Axure, Powerpoint