Improving Order Accuracy Through Better User Guidance

Background

The Problem

New team members were frequently entering orders incorrectly, which caused delays in processing since each error had to be reviewed and corrected before the order could move forward. As a result, order processing times increased and created bottlenecks for the team.

This became a larger issue because delays directly impacted the labs we supported. Researchers carefully plan when materials arrive based on their stage of work, so even small delays could disrupt experiments and timelines. On top of that, incorrect order entry sometimes meant missing out on available discounts, leading to unnecessary budget loss.

For new users, the experience was frustrating. Many didn't feel confident entering orders and found themselves repeatedly asking for help or relying on others to fix mistakes. Instead of empowering them, the training process was slowing them down and creating dependency.

Discovery & Strategy

Approach

I started by looking at where users first learned how to use the purchasing system. Since onboarding training was their primary exposure, it felt like the right place to begin. But rather than assuming training as a whole was the issue, I wanted to understand exactly where users were struggling.

To do that, I tracked and categorized order entry errors over a two-month period using a reportable field in our system. This allowed me to identify patterns and focus on the most common issues instead of relying on anecdotal feedback. After analyzing the data, I identified the top five recurring error types and used those as the basis for targeted improvements.

It also became clear that the issue was concentrated among new users, who relied almost entirely on initial training and supporting documentation to learn the system. This reinforced that the problem wasn't just user error — it was how we were empowering users to succeed from the start.

This led me to two key opportunities: improving training to better guide users through core workflows, and introducing a contract pricing alert within the system. I tested the alert using A/B testing to determine whether surfacing this information at the right moment would influence behavior.

What I Built

Solution

Based on what I found, I focused on redesigning training to be more visual and targeted toward the most common user mistakes. I used Scribe to create step-by-step guides that showed users exactly how to complete key workflows, replacing the existing text-heavy documentation.

To maximize impact, I prioritized the top five most frequent errors. These guides were made easily accessible on our internal site and shared directly with new users after onboarding so they could reference them as they began working in the system.

In addition to improving training, I introduced a contract pricing alert within the system. When users attempted to manually place an order with a supplier that had a punchout catalog, the alert prompted them to check the catalog instead. This guided users in real time, reduced reliance on memory, and increased adoption of preferred purchasing workflows. I validated this approach using A/B testing.

Results

Impact

The changes also improved user behavior. In a post-launch survey, team members reported reaching out for help far less frequently, indicating increased confidence and independence.

Looking Back

Reflection