Logistics & Company
Logistics & Company
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The product:
Logistics & company is a logistics company that offers a wide network of facilities to accomplish a full world wide shipping, an accessible last mile delivery with pick up and return pick up.
Project duration:
December 2022- May 2022
Project overview
The problem:
The return process for damaged items on logistics companies is always long, uncomfortable or frustrating.
The goal:
Design a website with a fast and easy flow for returns of damaged items.
My role:
Ux designer leading the Logistics & company website design and return flow design.
Responsibilities:
Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, iterating on designs and responsive design.
Understanding
the user
●User research
●Personas
●Problem statements
●User journey maps
User research summary:
The user interviews I conducted were made to buyers who frequently buy online and have received damaged items at least 8 times and have been able to return them. I discovered that the return process is often stressful, not clear and uncomfortable. One thing that is very annoying for them is that they need to go to the logistics location to ship back the item in order to get their return. Moreover, many steps and verifications required make the users quit the process.
Process
Many steps have to be done in order to successfully request a return
Return channel
Return process is often though phone or a complicated process on the company’s website
Return method
The return item/package needs to be made on a facility of a logistics company..
Persona: Jane
Problem statement:
Jane is a Technology professional who buys online frequently
who needs to buy online easy
because she don’t have a car and is busy all day
Persona: Xarry
Problem statement:
Xarry is a worker
who needs to buy tools online and get them delivered home
because He works very far away from the city and his wife it's raising the kids.
User Journey
I created a user journey map of June and Xarry experiences using the site to help identify possible pain points and improvement opportunities.
Starting
the design
●Paper wireframes
●Digital wireframes
●Low-fidelity prototype
●Usability studies
Sitemap
Difficulty with website navigation was a primary pain point for users, so I used that knowledge to create a sitemap.
My goal here was to make strategic information architecture decisions that would improve overall website navigation. The structure I chose was designed to make things simple and easy.
Paper wireframes
I sketched out paper wireframes for each screen of the website, keeping the user pain points about navigation, browsing, and checkout flow in mind.
The home screen paper wireframe variations to the right focus on optimizing the browsing experience for users.
Paper wireframes
Users usually access the site on a variety of different devices, so I started to work on designs for additional screen sizes to make sure the site would be fully responsive.
Digital wireframes
Prioritizing useful button locations and visual element placement on the home page was a key part of my strategy. The most important for the user was to track, ship and return packages.
Digital wireframes screen variations
Having access to the three main features right on the home screen was top priority.
Low-fidelity prototype
To create a low-fidelity prototype, I connected all of the screens involved in the primary user flow which was a returning flow for damaged items.
At this point I had received feedback from users on my designs about things like needs, placement buttons and flow. I implemented a couple of suggestions.
Usability study: Parameters
1
Users could not select the time for the package to be picked up for the return process
2
Users Didn’t have clear if the the pick up was scheduled
3
Users felt the shipping process.
Refining
the design
●Mockups
●High-fidelity prototype
●Accessibility
Muck ups
After the usability study, I made changes based on the insights to improve the site’s checkout flow. One of the changes I made was adding the option to choose a timeframe for the package to be picked up. This made it easier for the user to know exactly when their package is going to be picked up.
Muck ups
To make the shipping process shorter, I divided some sections of the screen in order to have two features per section.
Desktop muckups
High fidelity prototype
My hi-fi prototype followed the same user flow as the lo-fi prototype, it included the improvements made after the usability study like the option to select the timeframe for the pick up and a short way to create the shipment label.
Accessibility considerations
1
I used different headings sizes to define a hierarchy
2
The buttons changes color when the information is getting filled and when it's everything ready to click
3
I used negative space to made it easier to notice every section
Going forward
●Takeaways
●Next steps
Takeaways
Impact:
Our user and end user shared that the design was pretty easy to use, very straightforward on the main services they use, which made very quickly every process they requested
What I learned:
How every change made can improve the user experience and how the user notices certain things in every design such as if the more they scroll, the longer they feel the process is. If the section gets split in two to reduce the scrolling time, they will feel the process is shorter. It's all about the perception of the user.
Next steps
1
Conduct a follow up usability study on the website with the new flow of return and shipping creation label
2
Improve the profile screen and make it more robust
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