CHALLENGE
Understand and address in-branch issues arising from batching feature roll-out.
OUTCOME
Broader discussions around process efficiency and accuracy at the branches are ongoing, leaving this UX debt unresolved.
ROLE & TIMELINE
Lead designer
User & stakeholder interviews, journey mapping, UX design
Jan 2019-May 2019
Challenge
Early in the Chit Chats project, we launched a “batching” feature. This prompted users to group their shipments online and print a batch label for their consolidated packages. The intention was to allow Chit Chats staff to scan a single barcode at drop-off to process many shipments with ease.
Soon after launch, Chit Chats staff began noticing batch discrepancies where the number of packages didn't match the count on the labels. Because our efforts were focused elsewhere, this proved to be a significant source of UX debt that piled up over time.
Journey map for in-branch client
Journey map for drop spot client
Journey map for mail-in client
Approach
After conducting user interviews and reviewing hundreds of client support conversations, I discovered that our clients did not understand or value the increased efficiency we sought from the feature. In fact, most users were using our batching tool to provide unintended shipment organization functionality that they felt was missing from the platform.
Research findings based on user interviews and client support feedback reviews
To address this, I developed designs for a revised flow which would replace the batching feature with two distinct features - groups and manifests. Groups could be used by high-volume clients to sort, organize and keep track of their shipments. Manifests represented a summary of packages clients shipped on a daily basis.
New group CTA under Pending shipments
User gives a name to the group
Manifest blank slate explaining what a manifest is for and guiding user to the shipments that are ready to manifest
User can select all paid shipments to create a manifest
Create Manifest modal showing a summary of shipments and informing user about manifest policy for compliance
All shipments in a manifest are ready to ship with Chit Chats
User can re-print or undo any manifest
