Simon LutterSenior UX Designer
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ACROS configurator: B2B ordering, made calm

Process Design · HfG · 2018

A desktop tool that lets sales staff configure bike headsets during a live customer call, validated in a usability lab.

ACROS configurator on a desktop screen
Role
Research, UX, UI and usability testing (team of three).
Team
Anita Kerbel, Esther Bulling, Simon Lutter · Prof. Hans Krämer
Testing
Usability Lab with Dr.-Ing. Matthias Peissner
Context
Process Design, 6th semester, summer 2018

Challenge

Configuring a headset is technically complex. Sales staff must do it while talking to a customer, often more than 20 times a day, and both novices and experts need to succeed.

What we did

  1. Interview the clerksResearch made the core need obvious: the tool must be operable mid-conversation.
  2. Show the partsA visual breakdown of every component makes complex configurations understandable.
  3. Design for daily useCalm colours and restrained motion, because a tool used 20+ times a day shouldn't entertain.
  4. Close the loopLink configurations to customer profiles, reopen past orders, share specs with customers and engineers.
Order overview
Order overview
Configuration
Configuration
Configurator detail view
Configurator detail view

Usability testing

We tested the prototype in a realistic scenario: a live customer call to the test person, recorded on camera and audio and analysed for friction.

Usability lab session