Case study 03 / 0 → 1 product
Connecting the journey from quote to delivery.
A customer experience portal designed from scratch to connect quotation through final delivery in one platform.
← Back to all work01 / Context
The product context.
A quote-to-delivery journey can span different teams, handoffs, approvals and status updates. When these steps are disconnected, customers and internal teams can struggle to understand progress and ownership.
Case study framing
This page is a structured draft. Replace generalized context with project-specific facts, your exact scope and approved supporting evidence.
02 / Problem
The challenge to solve.
How might a single portal make the end-to-end journey more transparent, reduce ambiguity between handoffs and support the needs of both customer-side and internal teams?
Clarify the business goal, primary users, constraints, timeline and what success meant for this project. Separate the original problem from what the team discovered during the work.
03 / Discovery
Understand before designing.
You described supporting user research and usability testing with stakeholders across the customer side and WPP, from operational teams to senior management. Add the exact methods, participant groups, research questions and findings that can be substantiated.
- Who were the primary users and stakeholders?
- What research or usability methods were actually used?
- What were the strongest findings, and how did they influence the brief?
04 / Approach
From insight to experience.
Use this process outline to organize the story around your actual work. Add flow diagrams, sketches, wireframes, prototype iterations and approved final screens as evidence.
Discover the journey
Map the existing quote-to-delivery process, roles, handoffs, exceptions and information gaps.
Align stakeholders
Bring customer and internal perspectives together; show how research identified differing needs and priorities.
Design the portal
Explain the information architecture, journey stages, status visibility, key screens and workflow rules.
Test the flow
Show what was tested, what usability issues appeared and how the design changed in response.
05 / Rationale
Design decisions that mattered.
Choose a pivotal workflow decision and show the alternatives considered. Explain how the design balanced customer clarity with internal operational needs and the realities of the delivery process.
For each key decision, show the user need, the alternatives considered, the reason for the chosen direction and how it was validated. This is where the case study demonstrates your thinking—not just the final UI.
06 / Results
Outcomes, learning and next steps.
Add evidence of stakeholder alignment, usability findings, improved visibility, reduced handoff confusion or delivery metrics if measured. Clearly distinguish shipped results from proposed design improvements.
The full process, screenshots and stakeholder details need to be checked against the actual project and client confidentiality requirements.
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