Summary
This case study revolves around the redesign of a freight shipping software with the primary objective of minimising user errors during the process of creating freight shipping bookings.
PROCESS
- Understanding the problem
- Collaborative ideation
- Wireframing and prototyping
- Design iterations & final UI design
DELIVERABLES
- Iterative deign concepts
- Redesigned UI elements
- Usability testing report including user feedback and error reduction statistics
OUTCOMES
- Significant error reduction
- Enhanced user confidence
- Stakeholder alignment
Process
1. Understanding the problem
The project initiated with an in-depth analysis of user pain points with the existing freight shipping software and stakeholder objectives. It was identified that users were encountering challenges while creating bookings due to the complexity of the existing software. Stakeholders emphasised the need for accurate input of booking information to enhance operational efficiency and reduce the need for personal assistance by customer service. In this stage the requirements for the minimum viable product were agreed on.
2. Collaborative ideation
To tackle the problem of reducing booking errors, collaborative brainstorming sessions were held with a diverse team, including developers, product manager and customer support. These collaborative sessions generated ideas that were later translated into wireframes.
3. Wireframing and prototyping
Interactive prototypes were created based on the wireframes. The prototype showcased the proposed design changes and new added features for the MVP. This phase integrated elements like intuitive data entry, real-time error feedback, and enhanced confirmation prompts.
4. Remote usability testing
The prototypes went through remote usability testing involving 9 participants from the target user base. Participants were asked to create different types of freight shipping bookings while their interactions were observed, and they were asked follow-up questions. The results revealed over 95% reduction in booking errors compared to the previous software.
5. Design iterations & final UI design
After gathering insights from usability tests, the prototypes went through a design iteration, focusing on the most critical parts in the user journey. These prototypes were tested with users again to validate the changes.
In collaboration with dedicated UI designer, final UI designs were created using the company’s design system. The new interface included user-familiar components while introducing a cleaner layout, intuitive booking form deign, and visual cues to prevent errors.
Outcomes
Significant error reduction
Usability tests indicated a substantial reduction in booking errors, highlighting the success of the redesign in addressing the core issue. This led to a streamlined booking process and improved data accuracy.
Enhanced user confidence
Users reported increased confidence when creating bookings, as the redesigned user interface provided real-time errors and guidance. This empowered the user and reduced the need for contacting customer support.
Stakeholder alignment
Throughout the project, stakeholders were continuously communicated about the progress updates, they were part of design reviews and feedback sessions. This ensured that the redesign aligned with business goals.
Conclusion
In conclusion the freight shipping software redesign project effectively addressed the challenge of reducing booking errors during the creation of freight shipping bookings. Through collaborative ideation, thorough usability testing, and consistent stakeholder engagement, the new design achieved a remarkable reduction in errors, resulting in a more efficient and error-resistant booking experience. The project underscores the importance of user-centered design and cross-functional collaboration resolving critical user pain points and delivering impactful product enhancements.