WORK /
CATEGORY
Product Design
YEAR
2023
ROLE
UI/UX Designer
INDUSTRY
Gardening
TIMEFRAME
6 Months
SERVICE
Figma Design
TL;DR
OVERVIEW
OKE Garden provides garden creation and maintenance services, along with garden inspiration, materials, and gardeners. The scope here was to design an innovation: bringing OKE Garden's entire order-taking process online through a SaaS-like website, replacing a process that had previously run entirely through WhatsApp conversations with customer success.
OBJECTIVES
/ 01
Understand the Existing Manual Process
Research the full order flow as it happened through WhatsApp with customer success, before designing anything.
/ 02
Digitize a Multi-Step Conversation Into a Structured Flow
Translate a long, conversational WhatsApp exchange into a simple, click-and-fill-form online experience.
/ 03
Deliver a Faster, Self-Serve Ordering Experience
Let customers complete their garden order and receive a full invoice without needing back-and-forth messaging.
/ 01
Direct Research With Customer Success
Conducted research directly with the CS team to fully understand how garden orders were being handled through WhatsApp.
/ 02
Land & Size Input
Designed the flow for customers to submit details about their land/plot and its size.
/ 03
Survey & Inspiration Preferences
Let customers complete their garden order and receive a full invoice without needing back-and-forth messaging.
/ 04
2D/3D Design or Direct Process Selection
Designed the option for customers to choose a 2D or 3D garden design, or move straight into the build process.
/ 05
Materials, Timeline & Approvals
Designed steps covering material selection or customization, timeline adjustment, and other approvals.
/ 06
Deposit Payment, Cancellation Terms & Invoice
Designed the deposit payment and cancellation terms steps, ending with a complete invoice tailored to the customer's garden needs.
/ 01
WhatsApp Process, Fully Digitized
The entire order flow that previously ran through back-and-forth WhatsApp conversations with customer success, land details, survey readiness, design preferences, materials, timeline, and approvals, was redesigned as a structured, self-serve online flow based on direct research into how CS actually handled it.
/ 02
End-to-End Ordering With Automatic Invoicing
Customers can now go from initial land details through deposit payment entirely on their own, receiving a complete invoice tailored to their specific garden needs at the end, without needing to wait on a conversation with customer service.
/ 03
IMPACT
Moving the entire ordering process from WhatsApp to a structured website flow makes ordering a garden faster and simpler for customers, while giving OKE Garden a scalable, self-serve process that doesn't depend on a customer success agent manually walking every customer through the same set of questions.
RESULTS
A complete online ordering flow for OKE Garden, built by researching and translating a previously WhatsApp-based process, covering land and size details, survey and design preferences, materials and timeline, deposit and cancellation terms, and a final invoice, into a simple, self-serve website experience similar to a SaaS product.
