Nishank Baviskar
SHIPPED
Distributed Order Management System
One composable platform at the heart of complex order workflows which manage orders across all sales channels at scale, on a platform designed to drive efficiency and profitability
I was design owner of order management system on FYND platform to create and simplify end-to-end order management by viewing, managing, and tracking orders across all channels on a single platform
Product
FYND Platform
Vertical
B2B, B2C, SupplyChain, E-commerce SaaS
My Role
Product Designer
Skills
Product strategy,
UX Design,
Product design,
Interactive prototyping,
User research & testing
Timeline
2022-2023
Introduction
What is Order Management System ?
An Order Management System (OMS) is software designed to streamline the entire process from order placement to fulfillment. It helps businesses manage inventory, track orders, and ensure timely deliveries, providing transparency at each step. With increasing expectations for same-day and fast shipping, an OMS ensures efficient processing and accurate order tracking across various sales channels.
With Fynd Platform OMS, you can manage the entire journey of an order coming from your websites or marketplaces, right from a newly placed order till the delivery. Moreover, it allows you to handle the returns too in case your customers send back their orders.
Some numbers for context
3.2M
Orders Processed in 2023
600M
Shoppers served in 2023
3000+
Stores Powered
300
Enterprise Customers
Product Context
The OMS is designed as a centralized platform to manage customer orders across various sales channels, from order placement to delivery and returns. It integrates functionalities like order tracking, shipment management, invoicing, and return handling to streamline operations for different user roles
The platform replaces existing solutions (Pulse OMS, FP OMS) and incorporates new design features to enhance efficiency and usability.
Problem Statement
Product Goal
The OMS centralizes all order management activities within a single interface, simplifying operations and improving efficiency. It enables seamless bulk processing for order fulfillment and return handling while automating critical tasks such as invoicing, delivery partner assignment,
and SLA tracking. Additionally, it enhances visibility by providing actionable insights, empowering users with better operational control and decision-making.
Product Highlights
What we learned?
Efficient order management requires centralisation, automation of critical tasks, and tailored workflows for diverse user roles.
Major Issues
Fragmented Workflows
Users face inefficiencies due to scattered processes across multiple platforms, making order management cumbersome and time-consuming.
Limited Automation
Critical tasks like invoicing, delivery partner assignment, and SLA tracking require manual input, leading to errors and delays.
Role-Specific Challenges
The system lacks flexibility to cater to diverse user needs, such as bulk processing for warehouses or real-time insights for brand managers, affecting productivity and decision-making.
Process
Understanding user roles
Understanding user roles helped in identifying the specific needs and challenges of stakeholders such as store managers, small sellers, customer care representatives, and brand head. This informed role-specific solutions, which improved workflows, automation, and usability to better suit their tasks.
Redesign Functional Flow
We updated the backend system that manages bag statuses inside shipments, speeding transitions and assuring order clarity. This involved working directly with the engineering manager to fully understand the technical architecture of backend and limitations, as well as coordinating with the product manager to fulfil business requirements. During our cooperation, I provided a solution that decreased complexity, improved status visibility, and optimised workflows for both users and the system, resulting in increased efficiency and user satisfaction.
Defining user flow and edge cases
Understanding user roles helped in identifying the specific needs and challenges of stakeholders such as store managers, small sellers, customer care representatives, and brand head. This informed role-specific solutions, which improved workflows, automation, and usability to better suit their tasks.
Solution
To address the challenges in the OMS, we revamped it with a user-centric approach, streamlining workflows and improving usability. The solution offers seamless operations for various user roles by introducing the following features:
Key Features:
Centralised Dashboard
A single interface for managing all orders, providing clarity and reducing navigation effort for users.
Automation of Critical Tasks
Automated invoicing, SLA monitoring, and delivery partner assignment, minimizing manual work and errors.
Streamlined Status Transitions
Redesigned the backend for clear and simplified bag and shipment status updates, improving user flow.
Bulk Operations
Enabled bulk actions like packing, invoicing, and manifest generation to save time for high-volume operations.
Enhanced Insights
Actionable insights for SLA tracking, order delays, and shipment statuses to improve operational control.
Flexible Integrations
Integration with multiple sales channels and delivery partners to ensure a seamless experience across platforms.
Final Design
As a Small-Seller, I want easy to use interface, customer details visibility, and efficient single order management
Order Processing
The order processing journey in the OMS starts when a customer places an order. The store manager checks inventory and confirms availability. Once confirmed, the system automatically generates an invoice and assigns a delivery partner. The order is then packed, labeled, and handed over for delivery. Real-time tracking keeps everyone updated until the order reaches the customer. If a return is requested, the system processes it smoothly. This redesigned process reduces manual effort and makes order management faster and more efficient, as shown in the video mockup.
As a Store manager, I want Bulk-order processing, visibility into inventory and shipment statuses and efficient handling of large order volume
Bulk Action Processing
Handling individual shipments one by one can be time-consuming, especially for large order volumes. To simplify this, the OMS offers a Bulk Action feature, allowing store managers to process multiple orders at once using Excel or CSV files. They can select the fulfillment centre, shipment status, and file type, then download and update the file to confirm or cancel orders, generate invoices, assign delivery partners, and print labels in bulk. This feature is particularly useful for warehouses, ensuring faster order processing while reducing manual effort and errors.
As a Store-manager, I want easy to way create manifest for bulk orders as well as want to create drafts of it and clear visibility manifest
Manifest processing
Manifest processing ensures a smooth handover of shipments to the delivery partner. Once orders are packed and ready, the store manager generates a manifest listing all shipments, including their AWB numbers and delivery details. This document is printed and signed by the delivery partner upon pickup, serving as proof of transfer. The OMS automates this process, making bulk dispatch faster and reducing errors. This streamlined workflow improves efficiency and tracking, as shown in the video mockup.
Impact
Within 6 months of rolling out this version:
40+
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Orders per seconds manage at peak
We have seen a massive lift in the numbers of order processed at its highest per seconds
48
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Integrations (ERP,POS,WMS)
We have seen increasing numbers of successfully integration in existing business of ERP,POS and WMS
20,000
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Fulfilment Locations
We have seen numbers are increased in serving fulfilment locations
FYND Platform application