Revitalising how SoPost provides access to stock with a WMS
Collaborating with the Data Team at SoPost, I’m developing a scalable, three-part notification system, starting with stock notifications. I’m ensuring the design will support opt-ins and track campaign progress.
My responsibilities include validating the context of information with Customer Success Managers (CSMs), pinpointing trigger points within the product, and designing user-centric visual elements to enhance interaction.
Problem Statement
Customer Success Managers (CSMs) currently monitor the remaining stock levels for their campaigns by reviewing stock data on our platform.
However, there is no way to automatically turn off associated media once stock runs low, increasing the risk of over-collecting leads and incurring extra costs.
Implications
With multiple campaign types running simultaneously, examining each campaign’s remaining stock balances is time-consuming.
Additionally, existing stock data does not indicate which associated activities are impacted, requiring further manual analysis.
User questions
“Will our brands be notified? At the moment we do this manually.”
“Is it just email notifications that will be sent out?”
“Will brands see who is getting notifications for their campaigns? We might have to manage this with them.”
“How do we manage the notifications? If they’re sent per campaign, that could be a lot of emails for some brands.”
Process
To ensure it effectively addresses the needs of Customer Success Managers (CSMs), my process started with quick sketches and prototypes to align the team and secure buy-in from engineers. This is being followed by detailed annotated designs to provide clarity for implementation.
Conclusion and communication
The new notification system is being built, with plans to launch it in the new year. Designed to help Customer Success Managers (CSMs) manage stock levels more effectively, it will include toast notifications for quick updates, email alerts for detailed information, a new notification area for easy tracking, and customisable preferences to meet brand and business needs.
These features are being engineered with scalability in mind. While we await its development, we’ve identified key metrics to gauge its success, focusing on user satisfaction, adoption, and performance (measured by helpdesk impact). We’re confident this system will facilitate stock management, reduce risks, and improve efficiency for Customer Success Managers (CSMs).