Re-designed a end to end experience for logistic traceability.
Overview
TMS or Transport Management System is a software that allows you to create and manage an end-to-end process of all the logistics of Chile's most influential retail group, the Falabella group.
When other see problems, I see
Oportunities
The problem is the significant time loss for users and the difficulty in maintaining traceability when utilizing two separate platforms (the old platform and Excel) to carry out any workflow.
Company
Falabella group
Timeline
0ct. 2019 - Mar. 2021
Team
1- Product owner
1- Scrum master
6-Fullstack developers
1-UX/UI designer
Tools
Sketch
Miro
Confluence
Jira
Photoshop
Initial state
The project was considered only with just one part of the business of the Falabella group, Sodimac. With the impact generated in Sodimac, the Falabella group decided that TMS would form part of all business units. (Falabella retail, Sodimac, Tottus, Linio).At the beginning of the project, it was necessary to do the entire logistics process with three different software. In the following images, we can see some screenshots of the initial state
Process
The Double Diamond design process emphasize understanding user needs, pain points, and gathering insights through research. They promote collaboration, ideation, and iteration to address the identified issues and improve user experience. By involving stakeholders, conducting user testing, and continuously refining design solutions, the team can create a TMS platform that effectively solves the identified problems, enhances user experience, and streamlines operations.
Limitations
At the beginning of the project, we could only use a framework to deliver the software as quickly as possible. We decided to use Angular due to the components' flexibility and the developer's team knowledge.
Challenge and issues
The main challenge was to migrate a project designed only for one business unit (Sodimac) to the entire group of business units (Falabella, Sodimac, Linio and Tottus). Then another significant challenge that arose was to expand the product to more than one country (Chile, Peru and Colombia).
User interviews
In this case, we conducted interviews with a members of the customer experience team to gain insights into how users typically behave in cancellation and refund situations and how our team responds to these issues.
“Users lost a lot of time and traceability completing the flows.”
“It is difficult to complete a single flow due to the use of three different platforms”
“The induction and training processes are complicated and inefficient.”
“The increase in human errors, bad results and decrease in productivity during the time it’s bad fot the company”
Insights from research
01
Users were experiencing significant time loss as there was no unified platform to streamline their tasks.
02
Traceability became challenging as information was scattered across multiple platforms
03
The induction and training processes were identified as cumbersome and inefficient.
KPIs
1)
Overall productivity
2)
Reduction of errors
3)
Improve user experience/satisfaction
4)
Reduction in the time required to perform tasks.
Impact
Productivity was
78%
Increased to
89%
Errors were occurring
17%
Reduced to
4%
User satisfaction was
63%
Improve to
96%
Average time on a task was
54 mins
Reduced to
