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ABOUT Track & ship

Track & Ship is a mobile lifestyle app that provides an operations platform integrating receiving tracking and sending packages. Users can track all-in-net packages on this platform or send pick-up requests to different logistics companies.

UX&UI CASE STUDY

#APP design#UI# UX #Prototyping#visual design
#mobile ui #prototyping
#uxresearch#delivery service
#logistics#courier
#interview#synthesis

MAIN PROBLEM

There are many logistics companies on the market. For people who often buy things online, there is no platform to centrally arrange the service of receiving, tracking, or sending parcels. For example, when sorting out multiple packages, they need to switch back and forth between logistics platforms to track or send packages, which is a waste of time and not very convenient.

SOLUTION

Set up an operations platform for integrating receiving, tracking, and sending packages. Users can track all-in-net packages on this platform, and create a shipping label or send pick-up requests to different logistics companies through this platform.

Main features

CASE STUDY PROGRESS

ABOUT THE DISCOVERY

Takeaways:  Having goods delivered directly to you is convenient, but figuring out how they were sent and finding the companies used to send them is definitely not! 

The inspiration for this project comes from my roommate, who likes shopping and returns. One day she and I went out to ship some returns. We went to many express companies to return the goods because each one was sent through a different courier. We spent nearly an hour driving around. So I came up with an idea: Is it possible to send all packages from the same platform? And then have the platform assign those packages to different logistics companies? Do other people have the same trouble as my roommate?

My assumptions

It takes a long time for people to query multiple packages, especially packages from different logistics companies

People who often buy online download a lot of logistics apps to their mobile phones, which also takes up memory on those phones.

Some people travel all over the city to send the return packages—this is tiring and difficult.

Potential audience

The target user group is people who often negotiate with logistics companies. Such as online shopping enthusiasts who want to save time receiving, tracking, and sending checked packages.

RESEARCH

Research Method: Interviewing potential audience

Based on six aspects—“track&ship behaviors,” “track&ship concerns,” “track&ship times,”
“track&ship experiences,” “track&ship app user experiences,” and “track&ship wishes”—I interviewed
people from different communities in-person to learn their stories, and it helped me think deeper in discovering their problems.

INsights

01

Almost every person I interviewed had several experiences with the logistics companies, like USPS, ups. FedEx, DHL, EMS, etc.

02

Some people don’t stick with any one courier app because the App always leads them to the website—not a very good experience.

03

Some people don’t have a perfect impression of courier companies’ delivery services. They complain about missing packages, delayed packages without any notice, unclear tracking updates, some packages being stolen, etc.

04

People also complained about the time it takes to wait for them to answer request calls for requests like leaving packages to be picked up at a shipping center or changing delivery times and places. People don’t like to submit service requests by sending an email because it makes them feel like they won’t get an immediate reply.

05

As for shipping, some people just go to the courier’s office to drop off their package because they think it will go quickly, but some people are still unclear about packing instructions and some people who spend a lot of time in line and filling out shipping forms there. Also, some people need to run to several different places to ship their returns.

06

With tracking, people found that it is easy to track single packages, but multiple packages become a lot of work for them because nobody likes typing tracking numbers forever.

07

People wish their packages to be safe and delivered on time. They also want to manage, track, and ship their packages in one place.

Empathy MAP

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My Assumptions are VALIDATED!

PROBLEMS VALIDATED: It takes a long time for people to query multiple packages, especially packages from different logistics companies

INVALIDATED: People who often buy online should download a lot of logistics apps from their mobile phones, which also takes up the memory of their mobile phones.

PROBLEMS VALIDATED: Some people need to run to different places to send their returns

NEW FINDINGS: Some people don’t have a perfect impression of courier companies’ delivery services. They complain about missing packages, delayed packages without notice, unclear tracking updates, packages being stolen, etc.

NEW FINDINGS: some people spent time waiting in line and filling the office’s shipping label information.

ideal persona

Through face-to-face conversations with interviewees and by exploring their thought processes, I have a clearer understanding of how to define user personas.

framing solutions

It's time to start offering users some solutions — task flows

chart flow

This is a combination of all the single task flows.

INITIAL SKETCH FOR THE WIREFRAME

After setting up the chart flow, I sketched out the wireframes

The SKETCH TO WIREFLOW

A process of sketch to digital wireframe

The EVOLUTION OF MY DESIGNS

wireflow

Wireflow: wireframe-style user flow

high fidelity wireframe

By researching pain points of potential users and to provide solutions that I could visualize, I established a preliminary blueprint

user testing

It's time for users to test the first version of my design

Mitch
I like the flow! It’s easy and straightforward to use! Plus, these icons look so cute!
I like how you design the interface, and it's clean and engaging!
Sara
Jacy
This App will save me a bunch of time! it helps me to organize
my packages very well!
I am looking forward to how it looks like in beautiful colors!
Cindy
name
This is some text inside of a div block.

CONCEPT REVISIONS

Some shots of the essential revisions of the UX

Revision 01

Icon “arrow” gives user a confusion
Using the text “Next” instead of icon “arrow”
Sign in every time makes user feel annoying
Set a “keep signed” function
Emergency call is not stand out for user to see
Give more contrast on emergency call

Revision 02

User can’t see who reviewed their case
Add the police officers name on  progress
Users can’t send a PDF to insurance company
Add “dots” icon to give more options to users
Emergency call is not stand out for user to see
Give more contrast on emergency call

Revision 03

Users don’t know how to get their case number
when they forget.
Add an extra line to retrieve the case
number in case the user forgets.
Sign in every time makes user feel annoying
Set a “keep signed” function
Emergency call is not stand out for user to see
Give more contrast on emergency call

some shots from user journey

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user testing round 2

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VISUAL DESIGN

User comments on the next round of testing were universally positive, which made me very happy. My design had been approved. I think it’s time to carry out the subsequent visual optimization.

logo

Black
White
Color

APP ICON

Black
White
Color

color palette

Active
FFBB56de
Warning
F26040
Bodycopy
7B7B7B
Primary
573A6D

font family

OMNES -PRO

Body - Normal

Track&Ship is a mobile lifestyle app that provides an operations platform integrating receiving tracking and sending packages. Users can track all-in-net packages on this platform or send pick-up requests to different logistics companies.

ICONAGRAPHY

IN THE END, I WANT TO SAY

It took me nearly three months to revise these hundreds of times and reach a satisfactory level. I got a lot of good feedback, which made me feel that sweat was worth it. There are many competitors on the market for products in this vein, so I plan to continue to launch a rewards system in the future to improve its competitiveness.

Try  Prototype
About Track & Ship
( intro / problems / solution )
To Discover Problems
( assumptions / potential audience )
Researching
( interview / insights / persona )
Framing Solution
( sketch / chart flow / wireframe / wire-flow )
User Testing
( user testing / feedback)
Visual Design
( logo / font / color / prototype )