Overview
Project Mercury (NDA) is an all-in-one logistic solution that simplifies the process between sender and receiver by automating the middle man process.
Summary
- User Need: Empower managers with a tool to effectively manage their logistic process.
- Business Goal: Provide a digital tracker for corporate enterprise by simplifying logistic process.
- Challenge: How might we empower logistic managers to digitize their processes effectively?
My role
Lead Product Designer
| Products I worked on | Function | User |
|---|---|---|
| Logistic Manager | Manage all logistics | Logistic Manager |
| Driver Manager | Manage all drivers | Driver Manager |
| Route Manager | Manage all routes | On-Site Manager |
| Front Line Driver App | See and do tasks | Driver |
| B2C Customer App | Order logistic and monitor logistic live | Customer |
Strategy
My solution needs to be streamlined, such that it is easy to adopt for people who are not used to doing their work digitally. From research insights, I formed 3 guiding principles that guided design decisions.
1. Least amount of presses
We try to limit most flows to require less than 10 presses to complete the major steps. This allows repeat users and power users to perform frequent flows with minimal friction. For major flows, we did extensive user research and validation by going to the field and observing workflows.
2. Establish Trustworthiness
Most of our userbase are people who might be first-time adopters of digital processes. As the first touchpoint of digital experience, establishing trustworthiness is crucial to turn them into repeat users and eventually power users. We do this by being visual with every system status—clear, but not overwhelming. Notifications are a good example.
3. Anticipate Failure
As an enterprise product on multiple platforms, we design the product expecting that things can and will fail. Error states are designed from micro (component) level up to macro (journey) level. When something unexpected happens, there is always a fallback to prevent user frustration.
Metric Result
- 80% client approval out of 100k users within 3 months
- 75% first-time users become repeat users
- 20% of repeat users become power users who champion our products within their company
Good design is good business.