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Sentinel Logistics damaged delivery reporting flow.
Project duration:
August 2023 to September 2023
My Role:
UX designer leading the Sentinel Logistics damage delivery reporting flow design.
Overview
Sentinel Logistics is a logistic company. This is a damaged delivery reporting flow for customers to report damages when they are not satisfied with or have damages to the delivery.
Problem
Sentinel Logistics did not have a proper damage delivery reporting process. Previously, customers had to report damages via email.
Solution
Create a website for a damage delivery reporting flow. This will help customers have a proper way to submit their damage delivery reports.
Understanding the user
Summary
I conducted user interviews and turned them into empathy maps to better understand the target customers and their needs. I discovered that many target customers wanted to submit damage delivery reports, but the process was poor. Customers were unable to find the status of their report, and there was not a correct structure for sending a delivery report. This frustrated many target customers and made them more angry about the order and the delivery report submitting process.
Pain points
Not available
Customers cannot check the status of their delivery reports.
Time
Customers cannot find the damage delivery reporting flow on the website.
Experience
Customers cannot submit a damage delivery report without logging in.
Problem statement:
Nina is a fashion designer who uses a logistics company to deliver Asian fashion items. She loves Asian traditional fashion, but she has had difficulty reporting damages to her deliveries. In the past, she has had to wait days for a response from customer service, and she has often been frustrated by the process.
“I am a fashion designer who loves to explore new ideas related to Asian traditional fashion.”
Nina Andres
Age: 34
Education: Degree holder.
Hometown: San Jose, CA.
Family: Live with partner.
Occupation: Fashion designer.
Goals
- Buy Asian traditional fashion items online.
- Get them delivered without damage frustrations.
Frustrations
- Asian traditional items are often damaged during delivery.
- There is no easy way to report damage to the logistics company.
Nina is a fashion designer who uses a logistics company to deliver Asian fashion items from local stores and overseas. She often receives damaged items due to delivery issues, so she wants to make the delivery process smoother and find a way to report damaged deliveries to the company.
User journey map
Persona: Nina
Goal: Submit a damage delivery report, chat with agents, and find the status of the report.
| ACTION | Find the way to submit a damage delivery report | Explain the issue | Get response from agent | Check report status | Resolve the issue |
|---|---|---|---|---|---|
| TASK LIST | Tasks A. Check out the options to submit the report. B. Try to send an email or get a phone call with an agent. | Tasks A. Write an email about the damage to the delivery. B. Attach documents/photos about the damage. | Tasks A. Wait for the agent's reply. | Tasks A. Call or email the agent to know about the status of the report. | Tasks A. Get the solution or money back from the logistics company. |
| EMOTIONS | Unsure and not trusting of customer support. | Sad about the situation.
Not sure about the process. | Frustrated about waiting.
Eager to know the result. | Happy about the reply.
Not sure how to resolve the issue. | Frustrated about the time and lack of information.
Happy about the final result. |
| IMPROVEMENT OPPORTUNITIES
| Create a damage delivery report flow as a subdomain of the Sentinel Logistics website. | Create a form to fill out, with a way to select or check the order, add attachments, and add notes. | Create a chat box for the submitted damage delivery report. | how the current status of the damage delivery report. | Add a "Mark as resolved" feature.
Create a way to get feedback about the process. |
I created a user journey map of Nina's experience using the site to help identify possible pain points and improvement opportunities.
Starting the design
Sitemap
I created a sitemap to organize the information on the website and make it easy for users to find what they need.
Digital wireframes
Way to check the current status of the reports.
Easy way to add a damage delivery report.
I created digital wireframes to understand how the redesign could help address user pain points and improve the user experience.
Digital wireframe screen size variation(s)
Home Page
Desktop version
Mobile version
About Us Page
Desktop version
Mobile version
FAQ Page
Desktop version
Mobile version
I created multiple wireframe screen sizes to accommodate different devices.
Interactive Low-fidelity prototype
I created a low-fidelity prototype to test the user flow and get feedback from users.
Usability study
Parameters
- Study type: Unmoderated usability study
- Location: United States, remote
- Participants: 5 participants
- Length: 20-30 minutes
Findings
These were the main findings uncovered by the usability study:
Refining the design
Mockups
Based on the findings from the usability study, I made the following changes to the design:
Before usability study
User can check "My Report" without login.
After usability study
User must login to check the "My Report".
Added a login page for users who want to check or submit reports.
Before usability study
Not have a "Need Help" section
After usability study
Added a "Need Help" section
Added a "Need Help" section to the single report page so that customers can send messages to agents about the status or other details of their reports.
Before usability study
Not have a message section.
After usability study
Added a message section.
Before usability study, app didn’t have “Message” section on single report page. After usability study, I added message section, So customer can send message to agent about the status or other details
High-fidelity mockups
Home Page
Desktop version
Mobile version
FAQ Page
Desktop version
Mobile version
Interactive High-fidelity prototype
This hi-fi prototype followed the same user flow as the lo-fi prototype, and included the design changes made after the usability study, as well as several changes suggested by members of my team.
Accessibility considerations
- I used headings with different sized text for clear visual hierarchy.
- I used responsive website design that adjusts according to the screen.
- I designed the site with alt text available on each page for smooth screen reader access.
Impact
Our target customers shared that the design was intuitive and easy to use to submit a damage delivery report. Additionally, customers were able to check more information and the status of their delivery reports.
What I learned
I learned that having a flow is a more structured way to get resolved issues easily and that make customers happy. The main takeaway is to focus on the customer and listen to them.
