Unified Upholstery Knowledge-base Solutions Discovery
Overview
Customers often needed to navigate across multiple platforms — from website directory pages and Google Sheets to internal document files — just to find details about the brand’s upholstery offerings. Each source contained partial information, resulting in confusion for customers and heavy maintenance work for the customer service team.
When the COO introduced a shared Odoo-based document to unify this data, it did help organize some pieces, but it still created a significant backlog for updates. The central challenge remained: how to give customers a single, reliable, self-serve destination for upholstery information, without creating additional work for internal teams.
Key Results:
- ✅ Single-source-of-truth product information
- ⏱ 60%+ reduction in manual update time
- 💬 Consistent customer messaging across all channels
- 🌐 Public dynamic database powered by Odoo
Tools used: Odoo 17, XML/HTML templating, JS logic, dynamic product fields, internal data sync logic.
Discovery Process
To diagnose the problem and align on goals, I walked through a structured discovery process that clarified the context, current workflows, pain points, and desired outcomes. The following table summarizes those findings:
| Category | Discovery Questions | Insights from your project |
|---|---|---|
| Context & Goals | “What’s the goal of sharing upholstery info — education, inspiration, or conversion?” | Needed an educational resource that built brand confidence and simplified customer learning. |
| Current Process | “Where is this information currently stored?” “Who updates it?” | Scattered between Sheets, Google Docs, and directory pages — each partial. |
| Pain Points | “What’s frustrating customers about the current experience?” “What’s the cost of maintaining it?” | Customers struggled to find consistent info. CS team overloaded with manual updates. |
| Impact on Business | “How does this affect conversion or satisfaction?” “How long does data entry take per update?” | Slower customer response, inconsistent answers, duplicated work. |
| Desired Outcome | “If you could wave a magic wand, what would the ideal process look like?” | One public, dynamic source synced directly to product data. |
| Success Metrics | “What would make you say this project is a success?” | Unified source, reduced update time, improved data accuracy, better user experience. |
Solution
I discovered that Odoo’s native website and product tools could generate a public-facing dynamic listing directly from the product database. Instead of managing content across multiple documents, we could maintain a single, authoritative record within Odoo — and automatically surface that data on a dedicated “Upholstery Collection” page.
This approach eliminated duplicate maintenance tasks and created a consistent, SEO-friendly knowledgebase that customers could explore anytime. Each upholstery entry now includes all relevant details (composition, cleaning codes, origin, visuals), dynamically pulled from the same data the internal team already updates.
Outcome
The new Upholstery Knowledgebase became a central educational resource for customers and sales partners, improving trust and clarity around product offerings. Internally, it reduced data maintenance time by over 60%, allowing the customer service team to focus on proactive communication instead of reactive updates.
The project not only solved a content organization issue but also demonstrated how thoughtful system design — grounded in discovery and insight — can transform everyday business pain points into scalable digital tools.