Nike / Store Ops Reporting–Variance Reports
The What
Store Operations Reporting is a suite of reports that Nike store leaders use to measure the performance of their stores, at the employee level.
Variance reports are used for identifying trends, specifically with potential fraud.
The Why
Legacy variance reports are poorly designed, making it very difficult for users to identify potential fraud.
Users have know way of knowing if fraudulent activity has occurred unless they investigate.
Project Specs
Tools
Figma
FigJam
Team
1 product designer
2 developers
1 product manager
My Role
Lead Product Designer
UX Researcher
User Testing Moderator
Timeline
Overall: 9 months
Discovery & Research: 1 Month
Design & VQA: 10 weeks
Design Goals
Drive to a single location
Reports should live in a Single Location, making it easier to remember where to find them.
Utilize a consistent interaction model
Reports should utilize familiar components and interaction models, making training for and understanding reports easier.
Enable easy navigation between reports
Athletes should be able to easily navigate between reports, making investigation faster.
Surface key events proactively
When the system can recognize an important event, the system should surface these proactively, reducing the time it takes to investigate events.
Discovery and Research: What We Learned
Till Settlement
Who processed the transactions?
$20 variance should be threshold for an alert
Grand total line is helpful
Printing is nice to have option
Better organization of all operators
Safe Reconciliation
Track who counted it
The amount
Time of day it was counted
Date it was counted
Banking Deposit
Tracks number of deposits
How much cash is being deposited
Organized by till
Ability to drill down to see more details
Tender Totals
Displays the same variance data as Till Settlement so it’s not needed for the Variance Report.
Cash Journey Map
Initial Early Concepts and Ideas
Mockups
Variance Reports Summary
Till Settlements
Before
After
Safe Reconciliation
Before
After
Tender Totals
Before
After
Prototype
Feedback from Store Leaders
The average rating was a 9!
At the end of each session, we asked them to rate the experience from 1 to 10, with 1 being poor and 10 being excellent.
User Testing
We conducted user testing with North America, EMEA & APLA, including in-person store visits in San Diego.
Store leaders appreciate how user friendly the new design is.
They love the Summary page because it allows them to quickly see variances without having to drill into the full report.
They praised the removal of unnecessary steps and data.
They all commented on how much easier it is to navigate from report to report.
Opportunities
We do a good job at communicating when a variance is present, but there is an opportunity to provide a shortcut to the next step, like WebEJ or even time stamping for CCTV.
Make SOR tablet compatible to reduce the need to go to the back office, or commandeer a register to view the data.
Provide more summary data in the form of charts to reduce the need to read through a table and scan for numbers.