Glazer's: Financial Reporting
About Glazers.
Glazers is a global doughnut and coffee brand with hundreds of shops and thousands of retail distribution points across more than 30 countries. Their product portfolio includes various packaged and unpackaged doughnuts, ice creams, grocery and beverages.
The Assignment.
The company's franchises were using an antiquated system to report daily earnings. Their financial reporting tool was cumbersome to use, tough to learn, and posed security vulnerabilities. I was brought in to document user pain points with financial reporting tool and provide recommendations for improving it, including prototypes.
ACTIONS:
Completed extensive research operations to understand the tool, workflows, strengths and weaknesses. Our team of two UX professionals completed alignment workshops, stakeholder and user interviews, and detailed contextual inquiries at multiple franchise locations. We documented the workflows, unnecessary fields, user requirements, roles and permissions. While my teammate led research operations, I was solely responsible for providing workflow solutions, creating prototypes for the modernized product and ensuring a smooth developer handoff.
RESULT:
The team delivered a very successful product, smashing systems usability survey (SUS) scores, ultimately resulting in additional engagements to build out the recommended product, a brand new financial reporting tool and to assist with product roll out. The tool was launched to all stores the following year.
To protect client confidentiality, this case study uses pseudonyms for the company and project title. The full description, scope, process, tools, and outcomes accurately reflect a real engagement.
