![The Challenge:
- Design a digital platform for easy creation of shipping labels, shipment overview, and tracking.
- Simplify user flows and reduce friction in the highly punctilious processes of both domestic (USA) and international shipping.
- Design a responsive web dashboard that will work both for
customers and customer support reps, partly as a
communication touchpoint.]()
The Challenge:
- Design a digital platform for easy creation of shipping labels, shipment overview, and tracking.
- Simplify user flows and reduce friction in the highly punctilious processes of both domestic (USA) and international shipping.
- Design a responsive web dashboard that will work both for
customers and customer support reps, partly as a
communication touchpoint. ![The approach:
First, I have conducted a series of discovery interviews with CSR experts to get insight into the current, mostly analog process.
Next, I have created large flow diagrams to assess interactions and user flows, varying regarding specific countries' taxes and customs.
The highly agile and iterative process enabled me to create multiple prototypes and conduct online usability tests with both CSRs and customers to test and vet the designed solution.
I have finally created a large]()
The approach:
First, I have conducted a series of discovery interviews with CSR experts to get insight into the current, mostly analog process.
Next, I have created large flow diagrams to assess interactions and user flows, varying regarding specific countries' taxes and customs.
The highly agile and iterative process enabled me to create multiple prototypes and conduct online usability tests with both CSRs and customers to test and vet the designed solution.
I have finally created a large ![The solution:
The shipment process is unified into 4-5 steps (20+ previously), depending on the type of shipment:
- Customers are able to review connected data inputs and choices in one screen, therefore reducing confusion and loops. They can also calculate the overall expense in real time.
- CSRs are able to simply address the issues and help customers on active shipments.
- There is also a tips system that helps customers with less known customs requirements.
- The shipment overview secti]()
The solution:
The shipment process is unified into 4-5 steps (20+ previously), depending on the type of shipment:
- Customers are able to review connected data inputs and choices in one screen, therefore reducing confusion and loops. They can also calculate the overall expense in real time.
- CSRs are able to simply address the issues and help customers on active shipments.
- There is also a tips system that helps customers with less known customs requirements.
- The shipment overview secti ![Shipment creation]()
Shipment creation ![Shipment status, overview of the shipments and incoming pickups.]()
Shipment status, overview of the shipments and incoming pickups. ![Shipment tracking history, overview of the shipment's journey.]()
Shipment tracking history, overview of the shipment's journey. ![User flow and competitive sitemap, a detailed example of the user flow and the competitive sitemap.]()
User flow and competitive sitemap, a detailed example of the user flow and the competitive sitemap. ![Online usability test - a screenshot from one of the recordings. A CSR testing a solution in her onsite work environment.]()
Online usability test - a screenshot from one of the recordings. A CSR testing a solution in her onsite work environment. ![A couple of various illustrations used on the platform.]()
A couple of various illustrations used on the platform. I created the label and the shipment management dashboard for domestic (USA) and international shipping for a digital platform.
TASKS AND DELIVERABLES
- Expert interviews and requirement collecting
- User flows
- Wireframing and prototyping
- Usability testing and iterations
- Design system and UI handoff to development
- Digital illustrations
- Kanban agile
Published:November 7, 2022
