Overview
This case study documents the process to the redesign of the Shippie same-day delivery merchant dashboard. The project is designed to improve the user experience for merchants by streamlining management of orders and optimizing pick-up and delivery tracking. Our goal is to automate processes and provide clear operational visibility enabling merchants to handle their daily tasks with greater efficiency and accuracy.
Role
UX Designer | Shippie Technologies Inc.
User Research, Interaction, Visual design & Prototyping.
The Problem
Shippie is a logistics company that provides a platform for merchants who offer same-day delivery services to their customers. The original dashboard was functional but had usability issues causing inefficiencies and frustration among merchants. Common complaints included a difficult to use interface and confusion in tracking delivery and pickup statuses.
Objectives
Enhance tracking capabilities for pickups.
Streamline the dashboard interface to improve merchant workflow.
Improve the user interface for a more intuitive user interaction
Research
We began with gathering data from our competitors and conducted merchant interviews and workflow assessments to understand merchants’ daily routines and identify issues with the existing dashboard. Below are selected quotes from our interview participants:
User Journeys
The research data was analyzed to create user personas and map out user journeys. Pain points were prioritized, leading to a focus on critical areas for redesign. We identified several opportunities to refine our process, including implementing clear indicators for pickup ETAs on our dashboard, enhancing clarity with additional UI elements, and integrating analytics to make the dashboard more appealing and useful for merchants.
Site Map
With a clear understanding of our merchants pain points then identifying the opportunities to create more intuitive design, we developed the information architecture of the website structure to facilitate streamlined navigation.
Wireframing
The sitemap gave us a clear idea of what needed to be included on our web app. We created low-fidelity wireframes, ran some internal user tests, then iterated the design for the next stage.
In our High Fidelity mockup and wireframe stage, we transformed our initial concepts to practical solutions with visuals that not only aligned with our brand identity but also prioritized usability for our merchants.
Final Thoughts
Despite the redesign of the same-day delivery merchant dashboard not reaching launch due to budget issues, the project was an amazing learning journey. It highlighted the intricacies of merchant needs in our current dashboard and pushed our team towards innovative solutions. This experience has reinforced our dedication to good user experience and value of the design process itself. The insights and prototypes created will not be lost but instead lay the groundwork for future initiatives.
