Digitizing the Supply Chain Solution
About the Client
A warehousing and order fulfillment company in the USA needs to streamline its supply chain operations.
Its goal is to create a system that requires minimum training and a responsive mobile app for Pickup and Delivery.
Target Users
Our research process involved a combination of qualitative and quantitative methods, including:
Interviews: We conducted in-depth interviews with supply chain management personnel to gain a better understanding of their day-to-day operations and the challenges they faced with their current software. These interviews provided valuable insights into the pain points and areas that needed improvement.
Surveys: We also conducted surveys to gather data on a larger scale and get a more comprehensive view of the challenges faced by supply chain management personnel. These surveys helped us to identify patterns and common pain points across the entire user group.
User Observation: We observed users while they were performing their day-to-day tasks to get a better understanding of their workflows and the challenges they faced. This helped us to identify areas where the software was lacking and design a solution that was tailored to the user’s needs.
The insights gained from our user research helped us to design a solution that was efficient, user-friendly, and address the pain points in the current software. It allowed us to create a supply chain management app that was tailored to the needs of the end users and made the process more streamlined.
Based on the findings from our user research, we created personas to represent the target users of the supply chain management software.
Title : Ground Staff
Gender : Male
Age : 45 years
Male, aged 45, with basic computer skills.
Role
Responsible for Pickup and Delivery operations.
Goals
To complete their tasks efficiently and effectively with minimal training required.
Challenges
Difficulties in using current software, lack of transparency, and errors in the system leading to revenue leakage and malpractices.
Title : Operations Staff
Gender : Female
Age : 32 years
Female, aged 30, with intermediate computer skills.
Role
In charge of managing and monitoring supply chain operations.
Goals
To have real-time visibility of supply chain operations and make informed decisions.
Challenges
Inadequate information and error-ridden current software lead to poor decision-making and inefficiency.
Title : Regional Manager
Gender : Female
Age : 55 years
Male, aged 55, with advanced computer skills.
Role
In charge of managing the warehouse and overseeing regional operations.
Goals
To optimize warehouse operations and improve efficiency.
Challenges
Lack of transparency and error-ridden current software leading to inefficiency and revenue leakage.
Title : Management
Gender : Male
Age : 60 years
Male, aged 60, with advanced computer skills.
Role
Responsible for billing and management of the supply chain operations.
Goals
To have accurate billing information and real-time visibility of the operations.
Challenges
Error-ridden current software leads to incorrect billing information and revenue leakage.
Title: Customer Support
Gender : Male
Age : 25 years
Male, aged 25, with basic computer skills.
Role
Responsible for handling customer support calls.
Goals
To reduce the number of customer support calls and improve customer satisfaction.
Challenges
Error-ridden current software leads to an increase in customer support calls and poor customer satisfaction.
Title : Regional Manager
Gender : Female
Age : 25 years
Male, aged 55, with advanced computer skills.
Role
In charge of managing the warehouse and overseeing regional operations.
Goals
To optimize warehouse operations and improve efficiency.
Challenges
Lack of transparency and error-ridden current software leading to inefficiency and revenue leakage.
Problem Statements
Our user research and personas helped us to identify the core problems faced by supply chain management personnel. By creating problem statements, we were able to clearly articulate the issues and define the scope of the project. The following are the main problem statements that we aimed to solve:
- Error-ridden software leads to revenue leakage and malpractices.
- Lack of transparency in supply chain operations.
- Inadequate information leads to poor decision-making.
- Increased customer support calls due to the inefficiency of the current software.
- Difficulties in using the current software, lead to a need for extensive training.
- Inadequate information leads to incorrect billing information.
These problem statements were the driving force behind our design process and helped us to develop a solution that addressed the pain points of the end users.
User Journey
Our user journey map helped us to understand the various touchpoints in the process and identify areas where improvements could be made. It covered the following steps:
- Request for Pickup or Delivery
- Preparation of shipment
- Pickup or Delivery
- Movement of shipment
- Delivery of shipment
- Billing and Invoicing
By creating this user journey map, we were able to identify pain points such as manual data entry, lack of real-time updates, and difficulties in tracking shipments. These insights helped us to design a solution that was user-friendly, efficient, and reduced the need for manual data entry.
User Research Pain Points
The following were some of the key pain points that were identified through our user research:
Inaccurate and unreliable information: The current software was prone to errors, leading to incorrect information about shipments, delivery dates, and billing. This resulted in inefficiencies and revenue leakage.
Lack of transparency: Supply chain management personnel found it difficult to access real-time information about shipments and deliveries, leading to a lack of transparency in the process.
Difficult to use: The current software was complex and required extensive training to use effectively, resulting in an increase in customer support calls.
Inadequate reporting and tracking: The current software provided limited reporting and tracking capabilities, making it difficult for supply chain management personnel to effectively manage the process.
Our solution included a mobile app for pickup and delivery, real-time updates, and a simplified user interface, making it easier for supply chain management personnel to manage their operations.
Paper Wireframes
Our paper wireframes covered the following key aspects of the solution:-
- User interface and navigation
- Information Architecture
- Interactions and animations
By testing these paper wireframes with our target users, we were able to get feedback on what worked well and what didn’t and make any necessary changes to improve the overall user experience. This helped us to create a solution that was user-friendly, efficient, and tailored to the needs of supply chain management personnel.
Digital Wireframes
Our paper wireframes covered the following key aspects of the solution:-
- Test the overall user experience and validate the design concepts
- Test the interactions and animations to ensure they were intuitive and efficient
- Evaluate the information architecture and refine the structure and organization of the software.
We worked closely with the client to review and refine the digital wireframes, ensuring that they met the needs of the target users and reflected the goals of the project.
The digital wireframes also helped us to identify and resolve any potential technical challenges early in the design process, and ensure that the software was built in a way that was scalable and maintainable.
Low-Fidelity Prototype
Our low-fidelity prototype was created using prototyping tools and was designed to demonstrate the basic functionality and interactions of the supply chain management software.
The low-fidelity prototype allowed us to:
- Test the flow of the user journey and identify any areas that required improvement
- Validate the usability and overall user experience of the software
- Obtain early feedback from the target users to refine the design
The low-fidelity prototype was created to be simple and easy to use and was designed to allow users to perform key tasks and navigate the app with ease. This allowed us to test the basic functionality of the app and get a sense of how it would work in real-world scenarios.
By creating a low-fidelity prototype, we were able to make changes and improvements based on feedback from users. This helped us to iterate on the design and create a product that was tailored to the needs of the end users.
Usability Studies
During the usability studies, we observed the participants as they interacted with the app and recorded their actions and feedback. This allowed us to identify areas for improvement and make changes that enhanced the overall user experience.
Some of the key objectives of the usability studies were:
- To validate the flow of the user journey and identify areas that required improvement.
- To evaluate the usability and overall user experience of the app.
- To obtain feedback from the target users on the design and functionality of the app.
The usability studies provided valuable insights into the user experience and helped us to make informed decisions about the design of the software. This ensured that the final product was designed with the needs of the end users in mind and provided a seamless and efficient supply chain management experience.
Usability Study Findings
The findings from our usability studies showed that the software was well-received by the users and met their needs effectively.
- The responsive mobile app for Pickup and Delivery was highly appreciated by users.
- The minimum training requirement was appreciated and made the transition to the new software smoother.
- The improved designs significantly reduced revenue leakage, malpractices, and customer support calls.
The results of the usability studies were highly encouraging and showed that our designs effectively addressed the challenges faced by supply chain management personnel.
Mockups
The mockups served as a bridge between the wireframes and the final product, allowing us to test and validate the design in a more realistic way. They helped to bring the software closer to its final form, with a clear understanding of the user experience and design aesthetic.
In the mockups, we specified the layout, typography, color palette, and other visual elements that would be present in the final product.
We also used mockups to test various interactions, such as scrolling, clicking, and navigation.
By using mockups, we were able to fine-tune the design and ensure that the software was user-friendly and efficient. This process allowed us to make the necessary changes early on in the design process, which saved time and resources down the line.
High-Fidelity Prototype
In the case of the supply chain management software, the high-fidelity prototype was used to test the user-friendliness, efficiency, and effectiveness of the solution.
The high-fidelity prototype was created based on feedback from previous usability studies and mockups. It incorporated the latest design updates, including the visual design and interactions. The prototype was designed to simulate the real software as closely as possible, allowing users to test the software in a realistic setting. This helped us to identify any remaining issues and make any necessary changes to improve the software.
The high-fidelity prototype was used to test the solution with a larger group of users and get a more comprehensive understanding of the solution’s strengths and weaknesses. The feedback from this testing was used to make any final adjustments to the software, ensuring that the final product met the needs of the target users and addressed the pain points in the current software.
Accessibility
In order to make the supply chain management software accessible to all users, we incorporated accessibility into our design process. This involved conducting accessibility audits, testing the app with assistive technologies, and following industry-standard accessibility guidelines.
Some of the measures we took to ensure accessibility included:
- Adding alternative text to images to provide descriptive information for visually impaired users
- Providing keyboard navigation and allowing users to access the software without a mouse
- Ensuring that color contrast was high enough to be visible for users with color blindness
- Adding captions and transcripts for multimedia content, such as videos
- Incorporating accessibility features, such as larger text and font options for users with low vision
By incorporating accessibility into our design, we ensured that the software was usable by everyone, regardless of their abilities, and provided an inclusive and equitable experience for all users.
Takeaways
- Revenue leakage and malpractices were significantly reduced.
- Customer support calls were significantly reduced.
- Minimal training was required for users to get started.
- The responsive mobile app for Pickup and Delivery was well received by users and made the supply chain management process more efficient.
The takeaways from our supply chain management app project highlight the importance of user-centered design. By putting the needs of the end users at the forefront of our design process, we were able to create a solution that was efficient, user-friendly, and accessible.
Next Steps
To build upon our solution, we plan to take the following steps:
Continued iteration: We will continue to evaluate the performance of our design and make changes as needed to improve its efficiency and user-friendliness.
Accessibility: We will keep accessibility in mind as we make improvements to the software and make sure that it is usable by everyone, regardless of their abilities.
User feedback: We will gather feedback from users and incorporate their suggestions and ideas into our design process.
Upgrades and improvements: We will keep up with the latest technologies and incorporate new features that enhance the software’s performance.
Our aim is to create a software solution that is highly efficient, user-friendly, and accessible to everyone. We will keep working towards this goal, with the end-users at the forefront of our design process.