Ordering Portal UX
Improve the customer ordering experience with seamless flows, document management, and e-commerce elements
Overview
The customer-facing ordering portal is the primary touchpoint for builders and developers placing compliance orders. This feature group addresses the ordering workflow end-to-end - from placing an order through to document submission and status tracking.
Business Value
A seamless ordering experience encourages customers to self-serve rather than calling FTS staff. Reducing friction in the order flow increases order volume capacity without proportionally increasing staff workload. E-commerce elements (clear pricing, easy checkout, status tracking) bring the ordering experience in line with what customers expect from modern platforms.
Features
Platform UX Alignment
Ensure the FTS internal platform aligns with the customer-facing ordering portal to deliver a consistent and seamless user experience. All existing FTS platform features are to be carried across to the new UX.
- Improve order-related communication so updates are clear, accurate, and timely
- Resolve current notification issues previously raised
- Update email notification templates to align with agreed designs
- Ensure ordering rejection codes and related functionality are consistent
Customer Ordering Functionality
Integrate the orders page, document page, and MYOB to create a seamless flow. Key goals:
- Front-of-mind ordering for customers to easily commence and trigger FTS team to process orders
- E-commerce elements for intuitive order placement
- Status filters and date filters on project orders
- Company and branch selectors for order insights
Document Storage
Documents uploaded by clients to orders must appear in the Documents section automatically. Currently, documents uploaded through the ordering portal are not surfacing in the admin Documents tab, creating a disconnect between what the client submitted and what FTS staff can see.
Website Sign-Up Integration
Enable user sign-up via the FTS website, including third-party document execution and digital signing. This removes the manual account creation step and allows new customers to onboard themselves.
Source
- Trello: UX Alignment (INBOX)
- Trello: FY 26 Q1 DELIVERY "Ordering portal" (Doing - Development)
- Trello: DA order Document storage (Doing - Development)
- Trello: Website Sign-Up Integration (INBOX)