Agueda Frazao

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Climba Commerce

2021

E-commerce

B2B

SaaS

Desktop

End-to-End

Helping Merchants Manage Orders Faster: From 8 Hours to 3

Climba Commerce is a Brazilian B2B e-commerce platform where operators spent up to 8 hours daily processing orders due to scattered information and manual tasks. The goal was to streamline order management, align digital flows with store operations, and reduce processing time.

Outcomes

From 8h -> 3h

with an 100% automated process

-22% Churn

after rollout

+5 NPS

users rated 8-10 for the new page

Challenge

Non-standard flows created confusion and errors

Workflows didn’t align with physical store operations, increasing churn risk

Repetitive manual processes slowed operators and increased costs

Key information (fraud alerts, stock risks) was hidden or scattered.

Old design

Research & Data analysis

Competitive benchmark

Compared Shopify, VTEX, and industry leaders to extract best practices in workflow automation, table design, and information clarity.

Competitive benchmark

Compared Shopify, VTEX, and industry leaders to extract best practices in workflow automation, table design, and information clarity.

Competitive benchmark

Compared Shopify, VTEX, and industry leaders to extract best practices in workflow automation, table design, and information clarity.

+30 User Interviews

Ran 30+ sessions with operators and managers to uncover behavioral patterns and key pain points in fragmented flows, low automation, and limited order visibility.

+30 User Interviews

Ran 30+ sessions with operators and managers to uncover behavioral patterns and key pain points in fragmented flows, low automation, and limited order visibility.

+30 User Interviews

Ran 30+ sessions with operators and managers to uncover behavioral patterns and key pain points in fragmented flows, low automation, and limited order visibility.

5 Field Visits & Contextual Inquiry

Observed real workflows across 5 stores to uncover friction in order management and identify gaps between physical and digital processes.

5 Field Visits & Contextual Inquiry

Observed real workflows across 5 stores to uncover friction in order management and identify gaps between physical and digital processes.

Data Analysis

Combined qualitative insights with Hotjar and heatmap data to spot friction in status changes, filters, and alerts. Findings guided redesigns that cut processing time by hours.

Data Analysis

Combined qualitative insights with Hotjar and heatmap data to spot friction in status changes, filters, and alerts. Findings guided redesigns that cut processing time by hours.

Data Analysis

Combined qualitative insights with Hotjar and heatmap data to spot friction in status changes, filters, and alerts. Findings guided redesigns that cut processing time by hours.

Solution

I mapped a six step order flow for two operator profiles to simplify tasks and increase visibility. The redesign focused on reducing cognitive load, removing repetitive actions, and surfacing critical alerts in context. With inline updates, dynamic actions, and a unified order view, operators completed tasks faster and more accurately.