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Hudl Hardware Management

Visual Design | Interaction Design | Research

Background

In recent years, Hudl has moved from a strictly SaaS model to an additional "Hardware as a Service" offering, Hudl Sideline. Teams pay an annual fee for Hudl Sideline, which includes leasing the equipment, which can then be replaced/upgraded/downgraded as needed. Though Hudl had been offering hardware for two years, management of hardware orders was largely a manual process that took place across multiple tools -- Google docs, Typeforms, Slack, etc. 

As part of this project, the team created a School Hardware page, which included the three common hardware management flows -- Replacements, Returns, Upgrades, and Downgrades. My role in the project was to design these three flows. 

Goal

Create seamless processes through admin so that Coach Relations Reps are able to efficiently gather the information they need from the coach, submit hardware requests, and supply the coach with information and return labels without any manual intervention from Operations or Sideline Experts. Additionally, the tools should be future-proofed -- though Hudl Sideline is currently Hudl's only hardware offering, there could be more in the future, and the workflows should be able to support potential new offerings. 

Challenges

Much of the development work had been completed prior to design input, due to the squad designer being out on extended leave. Therefore, designs had to fit within certain constraints that may not have been present had design been involved with the project from the outset.  This project also had to integrate with both our supplier and UPS, so certain constraints were present due to working with third parties. Finally, there were many unknowns around the efforts to future-proof the project. 

Research

Objectives

  • Determine where confusion in the existing hardware workflow occurs
  • Gain a better understanding of what other tasks are occurring in concurrence with filling out the hardware flows
  • Understand how CR comes to the conclusion an item needs to be replaced

Method

  • Internal interviews with Coach Relations Representatives
    • Some interviews that were used to inform the design were conducted at the beginning of the hardware bet. 

Key Findings

  • Most of the hardware tasks are the result of multiple interactions with the coach in question, and are often escalated to Sideline Experts rather than being handled by a standard support rep. 
  • Coach Relations representatives have little understanding or faith in the current hardware flow. All reps indicated that they felt unsure the tasks would actually be completed, as there were no feedback or updates. 
  • Lack of information made it difficult for Coach Relations Reps to give clear timelines or information to coaches regarding their hardware, which was frustrating as most coaches are already frustrated if they need to initiate a replacement. 
  • Hardware flows are cumbersome, and usually not able to be completed while on the phone with a coach. Frequently reps would need to have another interaction with the coach to gather more information.
  • Coach Relations Representatives usually don't know why an item is broken if it's being replaced -- they may have suspicions, but Vector confirms any hardware issues when they receive the item. 

Takeaways

  • Feedback regarding how long items would take to be shipped to a coach, what is being shipped, what needs to be returned, and the success of a form submission needs to be clear. Coach Relations Reps need to be able to tell a coach their necessary next steps and how long replacements may take. 
  • Coach Relations Reps need feedback that a form has been submitted correctly and that progress is being made toward the task. They need to be clearly pointed to where they can track progress in case they need to follow up with a coach. 
  • Additional tasks that need to be performed related to the hardware flows need to be clear (i.e. billing tasks, coaches sending items back).
  • Completed hardware tasks should be simple enough that they can be completed in a single support interaction.

Sketches

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Replace Individual Items

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This form allows Coach Relations Reps to fill out the relevant information to initiate a hardware replacement, which creates the order with our third party supplier,  generates the return labels, and emails the return labels to the contact. 

  • As individual item replacements are more frequent, the form is defaulted to individual items. 
  • Individual items are broken into two categories: serialized and non-serialized items. Serialized items are items that the coach will need to return, whereas non-serialized items don't have to be returned to Hudl as part of the replacement process. If a serialized item is selected, the helper text under email outlines that the email will be used to send the return labels, and the option to choose how many return labels are needed is shown at the bottom of the form.
  • Contact and Shipping Information will be autofilled from the original order. If the address needs to be changed, Google Address lookup will autocomplete the form. Country/State as a text input rather than a dropdown list is due to scope rather than a specific design decision. 

Replace Full Kit

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  • If "Replace Full Package" is selected, individualized items are not displayed, and the hardware return copy and inputs are displayed, as coaches will always need to return their existing kits. 

Replacement Success | Serialized Items

Replacement Success | Non-Serialized Items

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  • Upon submission of the form, a toast is shown to indicate the form was submitted successfully. The toast copy changes depending on whether serialized items that require a return were selected. 
  • "View Order" deep links to the new return order on the Orders page.

Return Flow

Upgrade/Downgrade Flow

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This form allows Coach Relations Reps to create the hardware order needed to upgrade or downgrade a hardware package. In an upgrade or downgrade scenario, the coach returns all their equipment, and is sent new equipment. 

  • The backend does not have a concept of whether an order is an upgrade or a downgrade, so specialized flows could not be built out for each scenario. 
  • Though billing tasks are out of the scope of this flow, upgraded hardware is not sent until the invoice has been paid. Therefore, the invoice number is needed to check that the hardware order should be created as pending payment or paid and for immediate processing. This also serves to remind Coach Relations Representatives that billing tasks must be completed independent of this flow. 
  • Contact and Shipping Information is autofilled from the original order. 
  • Toast deep links to the new upgrade or downgrade order.