From Zero to Logistics Hero
Introduction
Blue Yonder: Packing Power Unleashed
In Simple Terms:
Blue Yonder is a logistics company managing the movement and storage of goods, and tasks like inventory counting, order processing, and delivery.
Our Goal
The goal of this project was to design a Tablet and mobile Warehouse SaaS solution from the ground up, streamlining floor-level tasks and optimizing processes to make them faster, more accurate, and cost-effective.
Meet the Team
Why this was so important.
In 2020, we embarked on a journey to address real-life problems in the supply chain industry caused by COVID-19.
The online sales boom and a surge in orders and deliveries pressured logistics to meet demand. Companies that were not prepared would suffer customer and revenue loss
Our solution aimed to improve the user experience with real-time tracking, build trust, and streamline operations, benefiting both users and the business during a critical time.
Current Status in 2020:
Navigating the Holistic Journey with a Focused Lens
The visual illustrates key process stages and milestones. This case study focuses on the efficiency and effectiveness of highlighted areas throughout the journey from warehouse packing to order delivery.
Understanding the picker an packer’s needs
Simply put, we approached the user interview sessions by actively listening to the users. In certain instances, we even observed and followed them closely throughout their entire task, noting their actions from start to finish.
What People Are Saying
Interviewees were 3 times more likely not to fulfill an order when they encountered insufficient information on the screen. This lack of information led to a significant 36% of them expressing concerns about potential errors.
"It's frustrating when we can't find items in their locations. It wastes time and efficiency." - Picker
“It's important for the solution to adapt to different store layouts and workflows." - Operations
" The integrated scanning features are game-changers. It saves us a lot of time and errors.”- Packer
Themes from Research
1. Limited Inventory Visibility
2. Inefficient Order Prioritization
3. Lack of Real-time Communication
4. Limited packing screen information
5. Lack of Error Prevention Mechanisms
6. Slow Performance
Crafting an Optimal User Flow and Experience Map
From the data I collected, I created an ideal user flow as to how I imagined my app to pan out and what my desired user experience would entail. It later developed into an experience map, which captured the user’s journey and emotional results with each touchpoint they performed within the app.
Catering design towards these three flows
As the project lead, I collaborated with the project manager to help map out the key scenarios. She then utilized Jira tickets to break down these scenarios into user stories, aligning with other business goals and facilitating effective planning the project into sprints.
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As a packer at a packing station, I need a tablet or web application that optimizes packing efficiency. The application should provide a user-friendly interface with an intuitive dashboard, allowing me to navigate tasks effortlessly. It should display orders to pack in a sorted view, enabling efficient prioritization. With the camera, I should be able to scan item barcodes and select box types seamlessly. The application should facilitate easy entry of correct quantities and smooth label printing. Transitioning to the next order should be seamless, ensuring a continuous and efficient workflow.
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Summary: As a packer, I want to streamline the process of handling return orders with Blue Yonder's SaaS solution. With this system, I can efficiently manage expected return orders and provide an overview of the returns process.
The system allows me to receive expected return orders or unpack from the client's host system, ensuring seamless integration. The pre-advice for return orders includes essential information such as the return order number (RMA), original order number, return date, customer name and address details, item number, expected quantity, the unit of measurement (UOM), carrier information, carrier's shipment PRO number, the reason for return (not mandatory), condition, and inventory status.
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Summary: As a Packer, I want to look at the shipping label, put it on the shipping carton, and look at the packing slip to grab the items that are associated with the order and put them in the same carton.
Beginning the design
Here's a brief look at the preliminary screens
Main web packing flow
Package return/unpack order flow
Mobile packing flow
Refining the design
Compilation of Tablet & Mobile iterations
Defining specific packing flows
below is just a taste of the many flows that became part of the project
Strategic Design Choices for Business Success
1. Adding a Packing Checkout Experience for Improved Accuracy
Problem: Lacked a way to visually track packed items
Solution: Develop a solution to reduce missing items during packing
2. Enhancing Order Quality Control
Problem: No Order Quality Control Ensuring the correct items are packed in a timely fashion.
Solution: Prioritize orders based on picking priority, and shipping deadlines, ensuring urgent orders are packed first. Implement a system to flag high-priority orders for immediate attention.
3. Streamlining the Dashboard for Seamless Mobile Integration
Problem: Fragmented user experience and limited accessibility
Solution: Intuitive navigation and optimized layout ensure easy access to critical information
4. Created New Mobile Friendly Delivery options
Problem: The absence of customer pick-up and curbside options presents significant challenges
Solution: Offer a flexible and efficient order collection process, enhance customer satisfaction, reduce last-mile delivery costs, and foster customer loyalty.
Final Designs
Tablet Packing flow
The tablet packing flow provides a user-friendly interface for packers, streamlining the packing process with larger screens and interactive features, enhancing accuracy and speed in order fulfillment.
Mobile Packing flow
The mobile packing flow ensures seamless and efficient order fulfillment by enabling packers to access the packing process on their smartphones, optimizing productivity on the go.
Business Metrics
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Order fullfillment time
Targeted a 10% reduction in order fulfillment time to process orders faster.
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Order Throughput
Increased order throughput by 15% to enhance operational efficiency.
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Packing Labor Productivity
Improved packing labor productivity by 12% to optimize workforce allocation.
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Packing Accuracy
Aimed for a 98% accuracy rate to minimize errors and improve customer satisfaction.
If I had more time
More Mobile App Enhancements: Continuously enhance the mobile app's user interface and user experience to stay up-to-date with the latest design trends and best practices.
Gamification Elements: Introduce gamification elements to motivate packers and boost their productivity. Rewarding achievements or setting up friendly competitions can drive engagement and efficiency
Customization Options: Provide customization options in the packing flow, allowing packers to adapt the process to their preferences and needs. This personalization could lead to increased productivity.
Integration of Advanced Technologies: Explore the integration of advanced technologies, such as RFID or AI-powered image recognition, for faster and more accurate order processing. This could significantly enhance packing efficiency and improve the overall packing experience for warehouse staff.
What I would do differently
Explored the integration of advanced technologies like RFID Scanning and AI to enhance order-packing accuracy and speed.
Optimized the packing flow and improved overall efficiency through the implementation of these advanced technologies.
Ensured accessibility considerations were considered during the integration process to make the solution inclusive for all users.
Dedicated time to implement a real-time order tracking feature, allowing packers to monitor orders from packing to delivery.
Enhanced communication by providing real-time insights into the progress of orders.
Paid special attention to accessibility features to accommodate users with different abilities and ensure a more inclusive user experience.
Thanks you and call-outs.
Grateful for the team's pivotal role in shaping the project's success
User-centric approach optimized packing flow, delighting packers.
The design system team's efforts ensured consistency and scalability, leading to an efficient and delightful packing experience.