WDL Logistic
Logistics requires coordination between companies and customers. This project aims to optimize collaboration by reducing redundant tasks, improving tracking transparency, and enhancing service efficiency for both employees and clients.
Role
Research/ Design/ Test
Team
Individual
Problem
Time-consuming updates: Employees manually track and update order statuses to clients multiple times a day.
Lack of visibility: Clients struggle to get real-time tracking information.
Fragmented platforms: Information is scattered across different systems, making access inefficient.
Service Blueprint
With limited time for user research, I created a service blueprint to map out how different roles interact within the freight service. This helped me understand the touchpoints, pain points, and dependencies between customers and employees, ensuring that the app not only improved order tracking but also integrated seamlessly into the broader service ecosystem.
Design Challenge
How might we create a seamless and efficient order tracking experience that enhances transparency for customers while reducing manual workload for employees?
Development Constraints
During development, the team couldn't access GPS data from third-party trucks, making their routes invisible in the app. While they worked on integrating external data, I proposed three solutions:
The client chose Solution 3 as the easiest solution to implement while still ensuring key tracking details remained accessible.
Solution
To address the communication gaps and improve order visibility, I decided to develop a lightweight mini app as the core solution. This format allowed for a focused, streamlined experience that supports both clients and employees without requiring a complete overhaul of existing systems.
Efficient & Flexible Tracking System
A central platform where both employees and customers can track shipment progress in real-time.
Clear & Organised Status Updates
Reducing manual workload by integrating automated tracking updates directly from the freight system.
Future Considerations
Additional Features
Notification System – Real-time alerts for order status changes.
Enhanced Sharing – Allowing external stakeholders to access tracking information securely.
Gather more user feedback is needed
Identifying any potential issues for improvement
Meet those needs have not considered and included
Reposition the product and consider its impact on future services