Solicitação Expressa

Express Request

My work at Lambda3 is under an NDA (Non-Disclosure Agreement). Therefore, to prevent easy identification of the client, I have hidden their logo and avoided sharing business details that could easily reveal their identity.

The client is a leading company in the IT equipment rental sector for businesses.
Their service consists of an outsourcing platform that simplifies corporate operations through centralized management, serving organizations across various industries nationwide, including government agencies and retail companies.
The platform is designed to meet needs ranging from printing and asset management to the rental of desktops, laptops, smartphones, and tablets, providing digital innovation and security.

Problem

How can we speed up the equipment request process, promoting user autonomy and reducing the workload of account managers?

Solution

Identify and eliminate bottlenecks in the existing process and automate certain steps to enable faster order fulfillment.

01. Overview

With the Request Equipment module, users can request printers, laptops, and other electronic devices for their company.
Currently, the process requires multiple manual validations by the account manager, which can lead to significant delays, sometimes taking up to two months to complete a request.

02. Discovery

The discovery process lasted two weeks and involved the active participation of various stakeholders, including users, developers, account managers, and business analysts.

  • Before designing a user-friendly flow, I first needed to analyze how requests were handled internally. To do this, I documented the existing process using a blueprint.

  • Then, in discussions with account managers and business analysts, we sketched out initial flow drafts.

  • At the same time, I validated all ideas with the development team, collaborating to clarify doubts, formalize risks, and gather insights and suggestions.

03. Delivery

As part of the MVP definition, we created a module called Express Request to handle laptop and desktop orders.

  • What was previously done through a chat in the platform was transformed into an e-commerce-like flow, making it more familiar to users.

  • Manual validations—such as products availability, contract checks, and address verification—were automated, significantly streamlining the process.

04. Outcomes

The time between request submission and order approval, which previously took around three weeks, has been reduced to one business day.

To be analyzed

  • Changes in the volume and content of support tickets related to Equipment Requests.

  • Changes in the number of orders dispatched.