User Flow Restructure

CLIENT: 

AGENCY:

UPS

DATE:

Huge Inc.

ROLE:

Sept. 2015 - May. 2016

Senior UX Designer

Research, Wireframes, User Testing, Prototype

THE ASK

UPS, one of the largest multinational package delivery and supply chain management companies in the world, came to Huge looking for assistance in reconfiguring a lengthy and cumbersome shipping process to align with the users’ needs – whether simple or advanced. This including considerations such as: quoting, shipping, and international requirements and getting the package to UPS via drop off or pickup.

 

We sought to align this new experience with the natural thought process of our users. We needed to consider new methods to guide users through infrequent or complex processes, and translate unfamiliar business terminology to be easy to understand. Finally, we made sure that user experience allowed users to quickly and confidently get a package sent from point A to point B across all devices.

Understanding the User

To start the process we first conducted user testing on the current experience to identify painpoints and start to determine if user needs vary by type, who are they and what do they look like?

To begin, we conducted a thorough audit of the current experience. During this phase I like to print out and pin up users flows in order to have meaningful conversations with the team regarding the issues presented and how we might make improvements.

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Even with a faster shipping experience, an e-mail is a quicker way to get in touch.

© 2019 by Jenny Drinkard.

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