C.A.R.T
Project Overview
The problem: Receiving markets, restaurants, and unloaders do not always know who to include or communicate damaged product to correct parties.
The goal: In this case study, my portfolio showcases the design of a damaged delivery reporting flow that involves all relevant parties and establishes a Standard Operating Procedure (SOP) for resolution. Recognizing the absence of a single, straightforward solution for reporting claims, the focus is on minimizing communication inefficiencies and creating a centralized location for the entire process and its resolution. The ultimate goal is to streamline the process from initiation to completion, aiming for efficient results while reducing the number of individuals involved in the resolution process.
Takeaways
Impact: The goal or impact of this design would be to make reporting a claim less of a pain to the user and more easier approach for both receiver and customer. Being able to use one site of communication will reduce the stress of users finding out what to do next, who to go to next, or who to and/or not include on the communication. The main KPI’s I’d like to focus on would be Time on Task, Conversion Rates, and System Usability Scale.
What I learned: I’ve learned how to collaborate more with cross-functional partners out of my department. Being able to reach out to wide variety of users provides more ideas and solutions to bring to my design. This is my 1st project I’ve taken 3-4 iterations and kept evolving my original design to improve user experience. On a personal level I really feel how much experience I’ve also gained using Adobe XD as my previous project was done using Figma.
User Research: Pain Points
1 - Stop communication waste and focus more on the problem and its solution
2 - Work on involving all correct parties so they can find easiest and agreed upon resolution
Persona - Ebonie
Age : 33
Education : Bachelors
Hometown : Minneapolis, MN
Family : Single
Occupation : Replenishment Manager
“I would love to add value to help waste communication and focus on solving the problem quicker.”
Goals - Wants to have an all encompassing amount of information and have all correct parties informed of the process.
Frustrations - Having to wait and find out from the receiving team if there is damaged or refused product too late in the day/week to act upon recovery process.
Ebonie works in office setting but has a direct link to receiving warehouse operations. Wants to better overall processes and looks to streamline reports to push customer service with our business partners.
Problem Statement
Zach is a Day Warehouse Manager who needs a more streamlined approach to reporting damages or rejected product into the warehouse because there is too much waste during the reporting tool before it goes out to multiple co-worked on the logistics, markets, and claims teams.
Starting the Design
The quick goal was to provide a list approach to this so users can visually see the claims and what step in the process they were in. Having a standard task bar at the top to provide navigation as well as any additional images, social features, or support on the bottom footer.
Wireframes
Wireframes 2nd Iteration
Navigation at the top to be able to flow through different options of the page. Having a picture, potentially uploaded by user with description, status, & current step in process.
Not the biggest change from the 1st iteration of the 1st pass of wireframes. This was just a slightly more updated version.
The primary flow for this prototype is to be able to enter information to start a claim and then get an identifier to be able to track the status that other users will be able to work though with other users and complete the claim. Other flows include tracking status and entering notes and well as a flow to search and have messages to be notified of status changes.
Link to Adobe XD PrototypeLow Fidelity Prototype
Round 1 Findings
1 - Liking simplicity and ease of use for starting reporting flow
2 - Wanting more options for history visibility
3 - Would like to be able to know who the claim/reporting is waiting on next
Round 2 Findings
1 - Reduce pain point of the user having information provided to them so they don’t haveto enter on their own
2 - Upgraded visual status bar to show process of claim
Usability Study: Findings
After Usability Study Mockups
2nd Round Usability Study Mockups
The biggest change from this 2nd round of usability tests was to reduce the pain points of the user having to enter all the information. Being able to have the knowledge and insight to provide the information so the user can just select their recent deliveries and specific items. They can also enter additional information or comments.
High-Fidelity Prototype
The biggest change from this 2
nd round of usability tests was to reduce the pain points of the user having to enter all the information. Being able to have the knowledge and insight to provide the information so the user can just select their recent deliveries and specific items. They can also enter additional information or comments.
Hi Fi Adobe XD Prototype
Accessibility Considerations
I've checked contrasting colors and project is within a contrast ratio needed to be WCAG compliant
Project was not initially considered at 1st for a screen reader but flow has been slightly adjusted on the page to be able to read out in accurate hierarchical order
Takeaways
Impact: The goal or impact of this design would be to make reporting a claim less of a pain to the user and more easier approach for both receiver and customer. Being able to use one site of communication will reduce the stress of users finding out what to do next, who to go to next, or who to and/or not include on the communication. The main KPI’s I’d like to focus on would be Time on Task, Conversion Rates, and System Usability Scale.
What I learned: I’ve learned how to collaborate more with cross-functional partners out of my department. Being able to reach out to wide variety of users provides more ideas and solutions to bring to my design. This is my 1stproject I’ve taken 3-4 iterations and kept evolving my original design to improve user experience. On a personal level I really feel how much experience I’ve also gained using Adobe XD as my previous project was done using Figma.
Next Steps
1 - Next steps I’d like to take is to refine and add more unique navigation for the flow.
2 - Updating my 1st iteration of the hi-fidelity mobile app to match the update version of my desktop project.
3 - Being able to make a hi-fidelity mobile app that would be able to scale to a couple different mobile devices as the project was originally intended to be able to work not just on a desktop but mobile and tablet versions.
Want to work together?
If you like what you see and want to work together, get in touch!
jfern1108@gmail.com
