Myredvest Orders
2020-2022
Sr. Product Manager
Lowes – Store Technology
What
Myredvest Orders is a homegrown Order Management Application specifically tailored to Lowes unique business needs. These needs varied by channel and was deployed to 1800+ Stores, 3 Contact Centers & 50+ XDT Supply Chain locations empowering 400k associates the ability to complete Post-Purchase activities with speed and efficiency.
My primary responsibility was to lead the overall product vision, its go-to-market strategy and ensure our team had well defined OKR’s. I owned the product roadmap for our 4 engineering teams and went from being hands on to more of a “lead” role that had me identifying opportunities, queing up business cases and delivering final UX assets to our teams for execution.
Problem
Genesis
- Processes only those orders created in-store
- No sourcing; local store inventory only
- No post-purchase communications or online integration
- DOS Prompt style system; difficult to learn
Sterling
- 3rd party Application with $30m annual license
- Users don't trust it due to order hold/sourcing issues
- Includes Post-Purchase communications
- Expensive to customize & develop new features
At the time the Lowes post-purchase experience was split across two completely separate systems which routed to one or the other based on how the order was created. This resulted in an inconsistent customer experience as well as requiring Store Associates to know how to work both systems and often qualifying which one to use by asking the customer “did you place your order online or in-store?”
To make it worse, system 1 (Genesis) was a DOS style command prompt system and system 2 (Sterling) was a 3rd party application with a clunky UI. Both had a steep learning curve and with store attrition close to 50% YoY new users simply could not get onboarded fast enough to the software resulting in a handful of “power users” at each location. Simply put – Order Management was not very accessible.
Solution
Build a single, unified OMS application for all channels containing channel specific features as needed.
Go-to-Market strategy
- Define the Associate experience and in parallel build out back-end API’s
- Launch “Test & Learn” pilot to stores while leaving on legacy systems. Learn from associates and provide in-store support to determine whats working or not working
- Iteratively release new features (prioritized by usage) with a goal of reaching legacy systems parity
- As parity is reached begin shuttering off key features in legacy systems to drive adoption
- Expand application to Contact Center & Supply Chain locations
- Throttle selling system order traffic with a goal to reach 100% of orders flowing through mrv Orders
OKR's
One Order Management System
- Enable 100% of sales transactions to display in mrv Orders from all sales channels (Genesis/Sterling/Orbit)
- Enable parity features in mrv Orders while simultaneously deprecating functionality in Legacy systems to achieve an 80% adoption rate
- Retire IBM Sterling in all locations saving $30m annually in licensing costs
Simplify Order Management tasks for Associates
- Reduction in time to complete a task in mrv Orders Vs Sterling
- Reduction in the numbers of OMS alerts to work
- Tbd
- Tbd
Simplify Order Management tasks for Associates
- Reduce training times by xxx% saving xxx$
- Decrease in-store call routing for OMS activities driving first contact resolution
- Reduction of ITSD remedy tickets & support calls by xxxx% saving xxxx$