Role
UX Design, Information Architecture
Release
2022
Results
-
The new design has been adopted at a rate of 95%
-
Error rate went down by
11.8% -
Task completion rate went up to 97.5%
-
Average time on tasks went down by 22.3%
Team
1 Lead UXD, 2 Senior UXD, 2 UXD,
Tools
Figma, FigJam, Sketch, Zoom, UsabilityHub
Design Process
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OnTrac is a courier delivery company that has been providing shipping services in the western United States since 1991
With a commitment to speed and reliability, OnTrac has built a reputation as a trusted provider of shipping solutions, offering a variety of delivery options to meet the unique needs of its customers.
Whether shipping documents, packages, or large freight, OnTrac's network of regional facilities and local drivers ensure that shipments are transported quickly and efficiently. With a history dating back to 1991, OnTrac has become an important player in the logistics industry, delivering millions of packages every year and helping businesses across the region to grow and thrive.
Business Problem
The sudden growth in Ontrac's client base after the COVID-19 pandemic has created a critical business problem for the company. Despite the increased demand for its services, Ontrac lacks the necessary resources and tools to sustain this growth, resulting in operational inefficiencies, and delays in deliveries. this was was a critical threat to their business model "Every Package Every Day".
The company faced an issue that needed urgent attention, as it could harm its reputation and market position. This, in turn, may result in reduced revenue and profitability. One of the issues faced by the company was that their delivery management software was not equipped to manage the high volume of deliveries they were currently handling.
User Problem
Delivery managers are facing difficulties handling the surge in the number of packages due to the software's outdated design. The information architecture of the software is inadequate in handling the vast amount of data, causing a sluggish and time-consuming experience.
Consequently, the users are unable to complete their tasks in the assigned time frames.
RESEARCH SUMMARY
Methods
-
User Interviews
-
Second-Hand Research
-
Unmoderated Environment Observation
-
Card Sorting
Understanding the problem
The research team conducted interviews and observed users to identify pain points and reasons for errors in the software. They also conducted usability studies and second-hand research to measure success and identify issues. One of the main issues identified was related to information architecture, which led to the use of the card sorting method to gain a deeper understanding from the user's perspective
KEY FINDINGS
1
Lack of flexibility
The current user interface within the system exhibits a deficiency in flexibility, as it does not provide customization options to accommodate the distinct tasks performed by individual employees.
2
Non-Intuitive Navigation
The navigation of the software was non-intuitive and required too many clicks to perform tasks. The navigation system did not support a visual hierarchy based on importance and priority.
3
Overwhelming Data
Users were overwhelmed with the amount of data they were required to navigate through, leading to confusion and errors
GOALS AND VISION
Our vision for this project is to create a user-friendly interface that streamlines the user experience and simplifies task completion. To achieve this goal, we have to craft an information architecture that accommodates both the current data volume and projected growth of the company, ensuring the system is scalable and adaptable to meet evolving needs. Additionally, the color and icon system has to be designed to facilitate easy identification of options and enhance overall usability.
Utilizing an affinity diagram, we conducted a thorough analysis of the data gathered from various sources, including interviews, card sorting, and usability studies of the existing software. Our aim was to extract insights and identify potential solutions to inform the development of a new design. By synthesizing this information, we were able to distill key findings that informed the creation of a new and improved design.
INSIGHTS
Simplified Information Architecture
Simplify the information architecture of the software to reduce the amount of data users have to navigate through. This will be achieved by grouping related information into logical sections and using clear and concise language. Also, include visual cues such as icons and color-coding to help users easily identify important information.
Intuitive Navigation
One of the key improvements will be a reduction in the number of clicks needed to perform tasks, making it faster and more efficient for users to complete their work.
Furthermore, the software will feature a persistent navigation menu that will be available from any screen, allowing users to switch between different sections of the software effortlessly. This addition will improve the software's usability and streamline user workflows.
In addition to the persistent navigation menu, the new design will incorporate a search function to help users quickly locate specific features or information within the software. This feature will be particularly useful for users who need to access certain functionalities frequently, saving them valuable time and effort.
Customizable Dashboard
A customizable dashboard will be created to allow users to personalize the software to their specific needs. Users could choose which sections to display on the dashboard, providing them with quick access to the information they needed. The dashboard will also include a notification center that alerted users to important updates and tasks.
DESIGN PRINCIPLES
After conducting an in-depth analysis of the data and extracting key insights, it became apparent that certain fundamental design principles needed to be prioritized over others. This strategic decision was made with the intention of optimizing the information architecture for improved user experience.
Emphasis
Contrast
Repetition
Balance
Unity
Rhythm
Pattern
Proportion
Hierarchy
Movment
Variety
White Space
DESIGN
Old Dashboard Design
The old dashboard design required users to have extensive knowledge and experience of the software in order to operate it. On average, it took new employees 2.5 months of training to become efficient as the software's navigation is solely depended on the user's knowledge of information architecture of the software which in turn caused a longer time on task. Employees had to ask someone more experienced to help when performing a task that they don't perform on daily basis which doesn't serve the goal of efficiency.
New Dashboard Design
In the new dashboard design, I set the priority as finding creative solutions that will not only solve users pain points but also serve the main goal of the business which is efficiency as OnTrac takes pride in delivering every package every day. In order to do that, I set multiple brainstorming sessions for our team to come up with effective design ideas.
DESIGN SOLUTIONS
After carefully studying the results from research and multiple brainstorming session, my team and I selected the following solutions:
Users can customize their dashboard for optimization and increased efficiency
A Search bar on the dashboard to help users navigate and spend less time looking for functions
Clean, easy navigation, customizable, and eye pleasing
A dedicated page for tasks, users can check their tasks which are color coded for prioritization and in company communication, managers have the ability to add tasks for employees instead of using a ticketing software like Jira
Previously, users relied on Outlook as their primary email application within the old software. However, considering our client's paramount concern for security and efficiency, I made the decision to incorporate an email function, despite the setback it caused to our due date. I firmly believe that this addition is an essential feature that will significantly enhance operational efficiency.
USER TEST
After we collected design feedback from our stakeholders, we undertook a series of thorough usability studies on the new version of the software. These studies were designed to gain a comprehensive understanding of user behavior and to identify key performance indicators (KPIs) that will be used to evaluate the success of our proposed solutions.
Task Completion Rate
Time On Task
Adoption Rate
Error Rate
OUTCOME
The redesign of OnTrac's management software was successful in addressing the pain points identified during user research. The simplification of the information architecture, implementation of intuitive navigation, and creation of a customizable dashboard led to a more seamless user experience. These improvements helped the company achieve its goal of timely delivery of shipments, as users spent less time on tasks and were able to navigate through the software more efficiently.
Task Completion Rate went up to
%97.5
Error Rate went down by
%11.8
Average time on task went down by %22.3
New Design has been adopted
at a rate of %95
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