Improve product delivery rate to 95%
Addressing the challenge of increasing the current delivery rate to 95% in order to meet the criteria for receiving rewards from the Alibaba logistics platform (Cainiao).
How we achieved our milestone
This project involved building a product from scratch (0 to 1). As a product designer, my responsibilities included conducting market analysis in the initial stages to transform business opportunities, performing delivery data analysis after initiating the design and establishing a comprehensive design system.
Project outcome
Addressing the challenge of increasing the current delivery rate from 90% to 95%, or ideally, to 98%, in order to meet the criteria for receiving rewards from the Alibaba logistics platform (Cainiao).
Design solution highlights
In summary, we've implemented these features to align with our competitive analysis's main findings and design objectives.
Easily locate packages
• 2 search scenarios
• 4 ways of searchs
Packages status
• 7 status tags
• 4 time tags
• Cards in different stages
Smooth scan & record flows
• 3 types of users
• 6 kinds of scan & record routes
Empower user participation
To minimize risks and ensure synchronized information during the design process, I conduct weekly design reviews and actively engage in discussions with users and clients at critical stages, identifying user workflows and addressing core pain points.
Role-Oriented Design
After communicating with users, we have clarified the roles of our served user base. We begin with swimlane diagrams to differentiate user paths, followed by stakeholder interviews for process sorting and design insights. Next, we classify features, refining user paths with distinct color-coded plates for a cohesive flow.
User flow tailored to our business
We begin with swimlane diagrams to differentiate user paths, followed by stakeholder interviews for process sorting and design insights. Next, we classify features, refining user paths with distinct color-coded plates for a cohesive flow.
The inspiration from local and global products
Conducting competitive analysis centers on the Japanese local product ASKUL Logist and its counterparts abroad. Due to challenges in studying B2B products from a user's perspective, we examined demo videos, software screenshots, and user comments.
Addressing users' core pain points
We design solutions based on the three core pain points, integrating them with the design system. We also create each HMW question to guide the design process.
HMW effectively communicate the intricacies of three end-user states in a concise design system?
Presenting package cards based on diverse user needs.
Employing a unified card structure ensures design consistency while accommodating diverse user priorities for package details.
For instance, the driver card features a prominent CTA button, catering to immediate action needs, while the company and ESP cards prioritize accuracy in displaying ID numbers, aligning with their specific concerns. This approach harmonizes the user experience across different roles, addressing nuanced preferences without compromising overall design coherence.
Utilizing package status and time labels with reusable color indicators
After three iterations, we arrived at a solution to address confusion caused by special terms indicating package status, each associated with a distinct color.
❌ Using a multitude of colors like a rainbow to represent each status.
✅ Facilitating user recognition of specific statuses, for instance, using grey to indicate non-successful statuses like "failed" and "dispose," enhances clarity and user understanding.
Factoring in localized design
Recognizing cultural nuances, such as the contrast in workplace norms regarding private calls between Japan and China, is crucial. These design details play a pivotal role in tailoring the user experience to specific contexts and cultural considerations.
Enhancing the efficiency of the delivery process in densely populated areas.
In the context of Japan's high population density, it's typical to have multiple packages in one building. For drivers, navigation may not be necessary, but optimizing the delivery route becomes crucial.
Supporting various systems.
We support for various systems and ensure content compatibility with the Android system, specifically testing on small screens with a resolution of 360x640px in the current scanning facility.
Presenting package cards based on diverse user needs.
Factoring in localized design and system equipment differences.
Utilizing package status and time labels with reusable color indicators.
Ultimately establishing a unified and concise design system.
HMW implement a multi-scene search function for users?
2 Search scenarios and 4 ways of searching.
After numerous communications with users in two primary search scenarios, we've developed four straightforward search methods to enable users to easily locate individual parcel.
Accurate Search VS Fuzzy Search
We prioritize accurate search to maintain ID uniqueness and prevent issues arising from ID confusion.
Also offering a fuzzy search function with automatic completion in future design, enabling users to input keywords in the search box and find similar results, thereby significantly reducing user operating costs.
HMW present scanning information given the limited space?
Extracting key information
Recognizing that users handle over 100 packages daily, we prioritized critical information such as package quantity and status, acknowledging these as the most emphasized details required for efficient scanning.
Implement interactive design for manual adjustments.
The function enable drivers to flexibly manage delivery order based on their preferences while preserving the core functionality of the scanning process.
Considering localization and efficient management, especially when multiple packages are in the same building.
• Slide up the bottom sheet to access movable order cards and rearrange them through long-press and drag actions.
• Slide down the bottom sheet returns it to the default state for scanning functionality.
HMW organize a large amount of data to ensure users can track and quickly find the information?
Display the KPI (wireframe)
From stakeholder interview, we learned that drivers care about their KPI (delivery rate) most, hence our strategy is to align the layout with their visibility requirements.
For delivery company and ESP, we disaplay important date with great hierachy.
HMW design an intuitive role-based homepage that remind and guide users to their most critical data and tasks?
Combine key information with home screen to improve efficiency
After analyzing the essential data, it appears that only a certain amount of information needs to be on the dashboard. Our approach is to merge the dashboard and home page to enhance user efficiency.
Final homepage to optimize information hierarchy, highlight task and CTA
After analyzing the essential data, it appears that only a certain amount of information needs to be on the dashboard. Our approach is to merge the dashboard and home page to enhance user efficiency.
Project quantified results
Propose design assumptions to drive the design process
In the MVP design, we made several design assumptions while gathering user feedback, particularly in deciding between accurate and fuzzy searching features and implementing input localization in content design. Challenging these assumptions is crucial as it leads to stronger, more user-centered experiences.
Users And Scenarios
In our B2B organization, a multitude of roles brings diverse work scenarios and distinct needs. Designers face the challenge of addressing the requirements of individuals with different functions in various scenarios. The scenes exhibit varying degrees of relevance, demanding a more comprehensive design approach to effectively cater to this diversity.
Localized Design
When it comes to localized design, prioritizing regional cultural adaptability is crucial. This includes considerations such as language, device variations, and user habit disparities. For instance, factors like the preference for using email, willingness to answer private calls, and the necessity for external maps require careful attention, aspects that may not have been considered previously.
Business uncertainty
In the design process, numerous business uncertainties arise, leading us to formulate design assumptions. Moving forward, we aspire to have more data or research to substantiate these design assumptions in future design.
