Client & Project Overview
An international shipping and logistics company was looking to overhaul their shipment tracking platform. While superb customer service was what differentiated my client from its competitors, they could not deny that their team was losing efficiency as a result of a dated platform. Whats more - competitors that were newer to the market were beginning to surpass them with more modern, self-service digital platforms.
HOW IT GOT DONE
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HOW IT GOT DONE *
Step 1: Research
For this project, the discovery phase included stakeholder interviews, on-site user interviews, a competitor analysis, and collaborative workshops with the client. Through all these deliverables, we were able to uncover what all parties’ goals were for the new platform, how we could surpass our competitors, and ensure everyone was aligned on the strategic foundation for the redesign.
Step 2: Strategize
Throughout discovery, we quickly came to uncover that global shipment tracking and logistics is an incredibly complicated (and often overwhelmed) process. There’s a lot of information from a lot of different sources, that are not always relevant to what the user needs at a given moment. It was crucial that we understood what information users need and when, what data informed if something was going wrong, and what data would help the user resolve any issues.
For this reason, I conducted a interactive work session with the client to help define the shipment process. During this session, we also mapped database information to each step of the process to ensure only the most important information was provided to users at the right time.
Step 3: Design
With the goals uncovered, users understood, and process defined, I was able to move into the wireframing phase of the project. For the purposes of MVP, I was tasked with designing the shipment tracking, reporting, and user management areas of the platform. The remaining modules would be tackled at a later date.
