xCarrier

one-stop solution for sorting, filtering, and distributing mail

At Elemica, Inc. in Atlanta, I played a pivotal role in shaping a new initiative that provided valuable insights to our customers managing mailroom operations. Working closely with cross-functional teams, I led the design sprint from conception to completion, which involved researching, developing user journey frameworks, wireframing, prototyping, and visual design.

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Context

Our client was eager to make shipping and receiving packages intra-company a straightforward & efficient experience.

Research

Moderated interview

What would make shipping items to other locations easier?

Are there parts of the process that are frustrating or inconvenient?

What types of packages do you handle the most?

How do you identify recipients (and addresses) of those packages?

What solutions/tools are you using to accomplish this task?

Interviewees expressed the need for:

Integrated checking in of packages/places
Same status updating
Seamless electronic processing
Package visibility
To be comfortable shipping high-value items
Replace tracking down recipients

Framing the problem

Creating a more seamless processing experience, that increases associate visibility effortlessly and encourages confidents when handling high-value items.

Design audit

The application was targeted to be built in 3 months. With this being the MVP for a client we agreed to ship an Android ready application, that could be download from Google play.

Cutting out the clutter

Personal solution for people that replaces manual processes

I crafted user flows, analysis, and architecture to determine what xCarrier would need to support associates. Sketches and wireframes used a minimal design to keep the focus on simple mutli or single package processing.

Leveraging interview insights, I worked with cross-functional teams to design and develop a solution that met the needs of associates while adhering to user-centered design principles.

The designed solution

The result was a streamlined package processing flow that simplified status updates and provided a centralized location for tracking all packages, reducing manual effort and increasing efficiency.

Visual design

With a seamless package processing experience, associates can provide visibility effortlessly and feel more comfortable with high-value items.

➡ Home

A simple and intuitive way to process, search or check into a building. The emphasis is on scanning a barcode to add a status to a package.

➡ Tracking Details

A consistent Elemica tracking experience for our clients. Drill down view from an aggregate list of all of the previously scanned or input deliveries and packages.

➡ Process Packages

The process package flow is the core feature that promotes efficiency and accuracy for our customers using Mailroom Management app.

The next steps

UXD prioritizes user feedback as a critical input for improving our products and services. Through our user research efforts, we discovered that key data points were missing from the tracking details, leading to confusion and frustration for our users.

To address this issue, I took a user-centered approach and worked closely with the cross-functional team to find a solution that would meet our users' needs. After careful consideration, I decided to make the package information 'read-only' and move the additional status information to the delivered card header.

By doing this, I ensured that our users could easily access and view all the relevant package information in one location, without compromising the accuracy or security of the data. This change helped to reduce user frustration and confusion, leading to a more positive user experience overall.

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