Shipping - Application Website
Apple’s Internal Shipping Application is the approved platform for handling end-end shipping request for all the non-inventory materials. Employees can make use of this service to send any miscellaneous shipment request for admin purposes.
Problem
With the current application, users had several pain points and couldn’t complete the major task flows
Solution
To identify the current gaps and redesign a simplified and improved user experience for the end-users.
My Role
Lead UX Designer
My Responsibilities
Gathering Business Requirements, creating paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, iterating on designs and responsive design
Duration
Sep 2021 – Jan 2022
Design Process
Discovery
I collected the business requirement through multiple discussions that happened along with my team. Our goal was to understand the major pain points and usability issues. We planned to run a usability evaluation for assessing the current state of the user experience which can be used to reference as a baseline to compare after the prioritization and implementation of the design recommendations.
Usability Evaluation
Scenario
“Alena is an Apple engineering manager that wants to send company-branded T-Shirts to her team for achieving their goals. She relies on the Apple Shipping platform to make the transition.”
We ran the usability evaluation for 4 users remotely and summarized the insights
Evaluation Highlights
•The final score is a major issue, whereas 49 of the 60 issues are classified as “major blockers”. There were no tasks that scored in the green zone.
•In observation of user emotion, 26 caused the user anxiety, 12 - confusion, and 22 - curiosity.
•Many of the issues can be ‘quick fixes’ for the development team.
Top usability areas to focus on
Presentation: The app makes labels/instructions look different from options
Affordance: To provide clues to let users know what things are interactive
Consistency: app should do the same things in the same ways; app should do things the way the OS does
Sample Findings
Prioritization Matrix
Based on the feedback received during the evaluation, we created the prioritization matrix to make an agreement as a team on what are the issues that can be addressed during the first sprint. Following that, we created new designs. Below are a few samples.
Preview Redesigned Screens
Next Steps
Once the screens were redesigned we did the usability testing and addressed issues and handed the design over to the engineering team for development. Based on the prioritization matrix, the Development team accepted to do the technical fixes that are achievable in the first phase.
Key Takeaways
During the usability evaluation, I learned the real user pain and understood the importance of doing the study. I got many insights which I will keep in mind for my future projects.