Enabling Operation to manage investment orders & issuing assets more efficiently
Order Management
Overview
Timeline
2 months (June 2025 - Aug 2025)
My Role
Product designer: user research, user flow diagram, prototype, stakeholder presentation
Context
Backlog of cleaning up orders in the database led to a whole investigation into making the order management process more efficient for operation. There is some legacy issue where when product shape too fast and the overall flow was not in the consideration.
Problem
The current system design forces Operations to use the Order Page for asset issuance due to an earlier shortcut that reused the order creation flow. This conflates order creation and asset issuance in a single interface, causing issued assets to be stored in the wrong system instead of Custody. As a result, data becomes fragmented, system integrity is weakened, and Operations must rely on workaround fields for tracking.
PCM users often reuse and edit existing deals instead of creating new ones due to a complex, manual, and time-consuming deal creation process. While this improves operational efficiency and speeds up “hot deal” updates for investors, it causes deal records to be overwritten, breaking historical traceability. As a result, operations lose accurate deal history and investors may be misled by reused listings, undermining data integrity and platform trust.
Goal
Establish a clear, unified SOP shared between PCM and Operations to standardize how deals, orders, and asset issuance are handled across the system. Redesign the Order Page that clearly separates out order creation and asset issuance, improving operational efficiency while ensuring accurate system recording and preserving data integrity.
Outcome & Impact
Mapped current vs. ideal workflows using a timeline view, making inefficiencies and system gaps more visible and helping align stakeholders on key redesign areas.
Facilitated alignment sessions with PCM and Operations, clarifying operational questions and surfacing misalignment in order and asset issuance flows.
Improved cross-team alignment by introducing a more structured approach to deal and order management, supporting a shared SOP and reducing reliance on manual workarounds.
42%⤴️
in user satisfaction
26%⤴️
in order management efficiency
100%⤴️
adapting new feature to setup new deals
Strategy
User persona
Based on true how the user works daily
Deal creation procedure
I researched competitors to understand how other companies address similar challenges. By evaluating the pros and cons of these competitor's commission design, I gained valuable insights for designing an effective commission setup.
User Research
After learning that 5 brands wanted a more robust commission structure, I led the development of research questions for the customer success team to explore their needs. This collaboration gave me insight into the thought process behind building a complex commission system.
Scope
V0 - data patching of the order need to know why we need to do data patching, adding duplicate button for order “ this is based on what is best fit for PCM requirement “
V1 - remove issue from order page, move out to its own page - portfolio, later will be moved to Custody this is a future step
V2 - order page redesign to meet the search need for operation ( how to deal with secondary market and primary market ) adding in of new order statuses
V3 - Prime portfolio update by splitting holdings and showing NAV
Structure
the code adoption map, or order transition map
the code adoption map
Interface
before
The Loudcrowd platform's persona was provided when I joined the team. For each new project, I revisit it to keep the persona fresh in mind.
after
I researched competitors to understand how other companies address similar challenges. By evaluating the pros and cons of these competitor's commission design, I gained valuable insights for designing an effective commission setup.