KSB
Overview
TrackEase is a task management platform aimed at helping users track projects and manage workflows efficiently. One critical feature within the platform was the shipment calculation page, which users rely on to manage logistics, estimate shipping costs, and track deliveries. However, users were experiencing difficulties navigating this part of the platform, resulting in inefficiencies and frustration.
Problem Statement
Users found the existing shipment calculation page cumbersome and unintuitive, resulting in errors, slow task completion, and overall frustration. The page was too complex, lacked real-time feedback, and didn't provide an easy way to compare shipping options or calculate costs accurately.
Time Line
3 Weeks
Tool Used
Figma
Responsibilities
User research, personas, sketches, wireframing, prototyping
Goal
Key Objectives
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Streamline the shipment calculation process for users to minimize time and effort.
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Provide real-time feedback on costs.
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Improve visual appeal and create a more intuitive user flow.
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Reduce the number of user errors by simplifying input fields and adding validation.
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Allow users to easily compare shipping options across different carriers.
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Enhanced User Interface (UI): Build a modern, visually pleasing design.
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Category Segmentation: Clear categorization of products such as tables, sofas, beds, chairs, lamps, mirrors, etc.
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Seamless Navigation: Intuitive navigation on both app and website to improve user experience.
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Consistent Design Language: Maintain consistency between mobile and web platforms.
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Customizable Filters: Allow users to filter by price, material, size, and other preferences.
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Inspiration Section: Incorporate a section with design inspirations for each room or furniture category.
Research
1. User Interviews
We conducted interviews with both frequent and occasional users of the shipment calculation feature to understand their pain points and expectations.
Key Findings:
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Confusion: Many users were confused by the number of input fields and unclear labels.
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Slow process: Users found the process slow, especially when calculating shipments for multiple items.
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Error-prone: Common mistakes included entering incorrect dimensions, weights, and units.
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Lack of comparison: Users often wanted to compare shipping costs and options but couldn’t do so easily on the current page.
2. Usability Testing
We observed 10 users as they interacted with the original shipment calculation page. Tasks included inputting dimensions, calculating shipping costs, and selecting delivery options.
Key Insights:
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High cognitive load: Users had to remember multiple details, leading to frustration.
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Missing feedback: Users wanted real-time cost estimates but had to submit all information before seeing any results.
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No cost transparency: Users often felt uncertain about whether they were choosing the most cost-effective option.
Competitive Analysis
I reviewed several existing package tracking apps (e.g., USPS, FedEx, DHL) and discovered key gaps:
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Limited Price Transparency: Most apps only showed a total price without clear breakdowns of different components (e.g., shipping distance, package weight).
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Poor Tracking Consistency: There were frequent issues with outdated or delayed tracking updates.
Wireframing
We started by sketching low-fidelity wireframes of the new shipment calculation page. Key changes included:
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Simplified Input Fields: We reduced the number of input fields visible at any one time, using a progressive disclosure approach.
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Real-Time Calculations: Shipping costs are displayed dynamically as users enter weight, dimensions, and destinations.
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Carrier Comparison Table: Introduced a table showing various shipping options with costs and delivery times clearly outlined.
Final Design
1. Shipment Price Calculator
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The final design features a multi-step price calculation tool where users input basic package details. The app automatically suggests cost-saving options, such as slightly reducing dimensions to fit into a cheaper shipping category.
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A summary page shows the final estimated price, broken down into base shipping cost, taxes, duties, and additional services.
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Carrier Comparison: This feature shows pricing options from multiple carriers, giving users the ability to choose based on price, delivery time, or service quality.
2. Package Tracking Interface
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A clear timeline presents the package's journey from the initial dispatch to final delivery.
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Users can tap into each stage for more detailed information (e.g., customs clearance, warehouse processing).
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Notification Preferences: Users can choose to receive notifications for every status change or only for critical updates, such as "Out for Delivery".
Outcomes & Results
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Increased User Satisfaction: Post-launch surveys indicated that 85% of users found the price calculator to be significantly clearer than other apps they had used, with 92% stating that they felt more confident in the accuracy of the final shipping cost.
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Higher Engagement: The app’s real-time tracking and notifications feature led to an increase in daily active users by 30% compared to early beta versions.
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Reduced Customer Support Queries: There was a notable reduction in customer support inquiries related to shipment costs and tracking issues, as users felt more informed and empowered through the app.
Future Improvements
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AI-Powered Shipping Recommendations: Implementing machine learning algorithms to analyze user shipping patterns and suggest the most cost-effective carriers and routes.
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Expanded Carrier Partnerships: Further integration with smaller, regional carriers to give users more options.
Conclusion
By focusing on two critical pain points—transparent shipment pricing and reliable package tracking—this app provides a comprehensive solution that significantly improves the user experience. The project successfully addressed common frustrations with hidden fees and inconsistent tracking, resulting in a product that enhances trust and convenience for users across different shipping needs.
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