Order Management

Optimizing logistics order management experience to enhance transportation visibility

B2B SaaS

TMS

Redesign

Information Architecture

Responsibilities

Product redesign, information architecture, components

Team

1 Senior designer
1 Product manager
1 Engineer lead

Timeline

3 months, 2023

TransFleet is a logistics platform that connects freight forwarders with local truckers to ship containers of goods across sea, rail, and road. Its order management feature enables customers operate orders and containers, offering control and visibility throughout the shipping process.

However, issues with the platform's information organization and presentation make it difficult for users to navigate efficiently, hindering their ability to find relevant information and make decisions, which in turn impacts user satisfaction.

As a product designer, I redesigned the order management experience through working closely with product manager, engineers, and designers. My goal was to address the usability issues, ensuring that users can manage their orders and containers more easily and efficiently within the platform.

Challenge

Users struggle to manage logistics orders and containers due to cluttered and disorganized information

When the project started, customers relied on customer service to track their logistics orders. The support team spent a large amount of time replying to emails about the status of their customers' orders. The initial version of the product tried to automate this process by digitizing order management. However, it ended up being confusing and lacked the transparency and functionality needed to effectively support the entire order management process. A redesign is demanded to optimize the platform to allow users to manage orders directly within it, to improve operational efficiency and user satisfaction.
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After auditing the product and synthesizing findings from user research, I identified 3 primary problems.

Cluttered layout and poor organization

Information from different categories is presented on the same page, making the interface cluttered and difficult to navigate, ultimately increasing users' cognitive load.

Information doesn't align with user needs

Our research showed that the top-level pages didn’t feature the most important information; user struggle with finding the information they need.

Unclear visual hierarchy

The unstructured and outdated interface resulted in a cluttered layout, making it less intuitive and harder for users to understand the required actions in the process.

Solution

Revamping the platform for a smoother and clearer order management experience

Following the problems, I restructured the architecture from both information and visual levels to improve the platform’s navigation experience. This boosted efficiency and provided clearer shipment visibility to users. Additionally, I updated the interface to align with the new visual identity our team had developed for this product.

The new design incorporates modern patterns and visual hierarchy to provide a clear structure of elements, bringing a clean interface and improving navigation.
It makes shipment more transparent, providing users a sense of control and reducing uncertainty about the transportation process.
The key details users care are brought to the forefront and categorized based on shipment stages, making them easier to locate, focus, and understand.

Before: display all information at once

After: progressively disclose information by tabs

Before: display all information at once

After: progressively disclose information by tabs

New filter design for narrowing down results easier

New screens have also been introduced to enhance user understanding of their orders and meeting the evolving client's needs, allowing for better tracking of containers and managing of invoices and documents by order-level, making the order management process easier than before.

Results

Impacts & metrics

The solution received positive client buy-in and was successfully handed off to development. Three months after launch, our follow-up showed that users embraced the new design. It brings greater order transparency and significantly improving operations.

28%

Improvement in lowering customer service inquiries

100%

Increase in order completion rate