Enhancing a Aware's Logistic Management System experience.
background
My role
Lead UX/UI Designer
Team
Andressa Aquino, CPO
Lucas Tarsitani, PM
Pedro Paixão, PM
Lucas Tarsitani, PM
Pedro Paixão, PM
Project
This project describes the strategies used to elevate the shipper experience on a logistics transportation management system (TMS), resulting in a more refined product.
Overview
Aware Logistics is a Brazilian B2B tech startup revolutionizing the logistics industry. The Aware System is a cloud-based platform that automates tasks like route planning and shipment tracking, boosting efficiency and reducing costs.
Objective
As a solo UX Designer, I delivered a navigable, high-fidelity prototype for a TMS, optimizing user experience and increasing platform engagement. It was later showcased to stakeholders, investors, and potential clients.
highlights
context
Understanding the Aware System
A Logistic Management and Automation System.
Aware System has been revolutionizing the logistics industry since 2018. Their mission was to create a comprehensive platform that centralizes data, optimizes routes, improves delivery visibility, and connects the entire supply chain.
Integrated web platform and mobile app.
Aware System provides a seamless experience with both a web platform for shippers and carriers, and a mobile app for drivers. While the web platform is designed for management and planning, the mobile app keeps drivers connected in real-time, ensuring efficient operations.
It's important to note that this project will focus on the web platform shippers' experience.
Users and clients
Understanding our users and clients
Low user engagement.
Initially, we had 3 major shippers as clients, expecting 100% adoption of the Aware System within their logistics teams. However, our research revealed that only 25% of the users would fully adopt the product, raising concerns about the value of our product.
Inverviewing stakeholders.
To better understand why this was happening, we interviewed 11 stakeholders from those 3 differents shippers and drew some conclusions:
1
User vs. Buyer: As expect for a B2B product, the person using our product is often different from the one responsible for buying it.
2
Alternative Methods: The user experience with our system, especially compared to the familiarity of tools like Excel and email, was not as satisfying.
3
Diverse user base: The logistics teams consisted of three diverse user types, each with their own unique set of requirements and goals.
Who are using our platform?
We defined three user archetypes, mapped their Jobs to Be Done, and pinpointed the main points with the old version of the Aware System.
Logistics Planner
JOBS TO BE DONE
- Plan and optimize travel routes;
- Monitor trips in real-time;
- Generate detailed performance reports;
- Resolve issues during trips;
- Handle freight quotations and negotiations;
- Manage travel documents and permits.
pain-points with aware system
- Few cards visible on Kanban board;
- Too much useless information on cards;
- Inefficient navigation between trips;
- Lack of delivery location visibility;
- Unclear date forecasts;
- No document storage.
Finance Manager
JOBS TO BE DONE
- Track and manage transportation costs;
- Ensure timely and accurate payments to carriers;
- Generate detailed financial reports;
- Monitor budget adherence;
- Handle invoincing and dispute resolution;
- Optimize financial efficiency of logistics operations.
pain-points with aware system
- Difficulty navigation and visibility;
- Lack of centralized document storage;
- Inaccessible cost forecasts;
- Time-consuming financial report generation;
- Manual and error-prone cost tracking.
Logistics Manager
JOBS TO BE DONE
- Oversee the entire logistics operation;
- Customize Aware's workspace;
- Ensure timely deliveries;
- Manage team performance;
- Handle supplier relationships;
- Track KPIs;
- Resolve high-level operational issues;
- Optmize costs and processes.
pain-points with aware system
- Inefficient workspace customization;
- Non-user friendly customization tools;
- Manual setup processes;
- Lack of KPI integration;
- Manual performance tracking;
- Fragmented document management.
Bad experiences and lack of features.
Upon analyzing user differences, I found that we could address nearly all of the logistics planners' requirements, but the experience wasn't optimal. Logistics managers and financial managers, on the other hand, needed more functionalities.
problems
What're our biggest issues? What can we improve?
Inefficient kanban board design
Inefficient navigation and workflow
Users are required to switch between multiple windows to navigate different delivery stages. Additionally, the Kanban board frequently needs to reload, leading to unnecessary time consumption.
To avoid constant reloading, users often open multiple tabs, which overpopulates their workspace.
Limited user experience customization
It's not possible to create and save custom filter presets to refine the visualization of trip data.
Absence of tools for creating differente types of data visualizations, such as tables, graphs, galleries, timelines, or other relevant formats.
process
Idealizing and testing our solutions
Inefficient Kanban board design
To improve Kanban board efficiency, I aimed to reduce card size and increase the relevance of displayed information.
Focus on the client and deliveries statuses
Limited visibility of trips in kanban board due to oversized cards.
Overloaded cards make it hard to quickly identify trips.
The card's order doesn't prioritize critical issues, oftenshowing trouble-free deliveries at the top while problematic ones are buried further down, requiring users to scroll to find issues.
Improving card recognition through information architecture
Focus on deliveries details
Provides a comprehensive view of the delivery details.
The delivery name, often a long code, might be less intuitive for quick identification.
More information makes cards bigger, fitting fewer on the board.
Focus on the client and deliveries statuses
Quickly visualizes the delivery status with the completion bar and color indicator.
Shows the estimated delivery date based on the remaining distance to be traveled.
Smaller cards mean more cards fit on the board.
Less detailed delivery information upfront.
Require additional clicks or expansions to see specific details.
Sorting Kanban cards
Sorting by creation date
Chronological order ir natural for many users, making it easy to identify the most recent cards.
Lack of flexibility. Doesn't allow customization of the view according to the user's specific needs.
Does not take into account the importance or urgency of each task,
Custom sorting filter
Each user can configure the view according to their preferences and needs.
Allow trips to be organized by criteria such as importance, due date, number of issues, etc., facilitating management and decision-making.
Can make the interface more complex and require more time for initial setup.
Inefficient navigation and workflow
I mapped out key user journeys within the platform and streamlined them to minimize page reloads and the need for multiple tabs to track concurrent tasks.
Delivery details visualization
Sorting by creation date
Chronological order ir natural for many users, making it easy to identify the most recent cards.
Lack of flexibility. Doesn't allow customization of the view according to the user's specific needs.
If there are many cards being created, the most important ones may get lost in the middle.
Does not take into account the importance or urgency of each task,
Sorting by creation date
Chronological order ir natural for many users, making it easy to identify the most recent cards.
Lack of flexibility. Doesn't allow customization of the view according to the user's specific needs.
If there are many cards being created, the most important ones may get lost in the middle.
Does not take into account the importance or urgency of each task,
Custom sorting filter
Each user can configure the view according to their preferences and needs.
Allow trips to be organized by criteria such as importance, due date, number of issues, etc., facilitating management and decision-making.
Can make the interface more complex and require more time for initial setup.
Sorting by creation date
Chronological order ir natural for many users, making it easy to identify the most recent cards.
Lack of flexibility. Doesn't allow customization of the view according to the user's specific needs.
If there are many cards being created, the most important ones may get lost in the middle.
Does not take into account the importance or urgency of each task,
Custom sorting filter
Each user can configure the view according to their preferences and needs.
Allow trips to be organized by criteria such as importance, due date, number of issues, etc., facilitating management and decision-making.
Can make the interface more complex and require more time for initial setup.
NEw features
How can we improve our product?
Real-time notification
Document management
Team performance management
Financial management
Database management
Customizable dashboards views
Customizable reports
Third-party integration
Integration between workspaces
Final design
The final delivery
Customizable homepage
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New Kanban view
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New navigation and workflow
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Document management module
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Financial management module
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Team performance management features
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3rd party integration
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Internal integration
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Database visualization and management
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Customizable reports
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results
What're our stakeholders feedbacks?
Clients and users
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Aware's team
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Results
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Personal takeaways
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