Project Overview
The Problem
Despite having automated scheduling systems, budding wholesalers and retailers still spend time coordinating deliveries because clients call in to reschedule. This takes them away from other crucial responsibilities.
The Goal
The goal of Freightly is to give back time to retailers and wholesalers with a responsive product that packages a rescheduling flow along with a default scheduling system.
The Timeline
5 weeks
Deliverables
Competitive Audit
Personas
User journeys
Site map
Low fidelity wireframes
High fidelity wireframes
Usability studies and findings
Design systems
Mockups
Roles
User experience designer
Interaction designer
User researcher
Tools
Figma
Miro
User Pain Points
Time
Between taking phone calls and manually making changes to delivery schedules, retailers and wholesalers spend significant time on rescheduling.
Scalability
Not having an automated rescheduling flow or utilizing a low quality one limits room for long term growth.
Flexibility
Customers of retailers and wholesalers do not have the flexibility to reschedule deliveries from wherever they are.
Research Summary
I completed a competitive audit by researching existing scheduling products. My primary intention here was to understand what can be improved in the overall experience of rescheduling deliveries. For this project I made the assumption that users are either utilizing a poor product or not utilizing one at all.
User Personas
User Journey
I chose to map Luis’s journey as he manually reschedules deliveries. This allowed me to break down the entire flow into stages and highlight opportunities for improvement at each.
Site Map
Website Wireframes
Paper ————> Digital
Mobile app Wireframes
Paper ————> Digital
Lo-Fi Prototypes
Site Mockup
App Mockup
Design System
Research Goals
Determine if users are being able to successfully reschedule an order.
Identify any possible pain points as users navigate through the prototype.
Usability Studies
Methodology
Remote study with 5 individuals across the USA
Each participant was given 30 minutes to complete 5 tasks followed by a 10 question system usability scale
Study took place 1x with the first mockup
1.
Users prefer the action buttons at the top and company information at bottom.
Study Findings
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2.
Users want to also see order details to confirm that they are rescheduling the correct order.
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Hi-Fi Prototypes
Impact
This design automates and streamlines the scheduling and rescheduling processes for their customers, reducing the amount of time it takes to coordinate deliveries.
Learnings
Keeping functionalities consistent across different screen sizes is a challenging task and it takes a lot of focus on planning. Building a site map proved to be very helpful in this process.
I started designing the larger screen meant for computers and then followed up with the mobile app, increasing the complexity of the design process. I will approach my next project with the “mobile first philosophy” to make sure that key functionalities are fulfilled in the smallest screen before I proceed to the larger screen design.
1.
During the research phase, I explored several different sites in the delivery space. I liked how clean Route’s site looked and chose a similar format for my design.
Website Inspiration
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2.
I initially excluded a navigation bar in the mockup stage but reversed my decision when developing the high-fidelity prototype to improve navigation. While I used similar icons to the Route app, I also added text for better accessibility. Personally, as a user of Route, I felt like the lack of text on their app makes the page's purpose unclear at first glance.
App Inspiration
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