FedEx
Realtime Operations Manager (ROM)
Workshops
Research
User Testing
Journey Mapping
Wire Framing
Rapid Prototyping
Information Architecture
Visual Design
Design System
User Interviews
Hi-Fi Prototyping
The Business Goals
As a UX designer, I worked with the FedEx team to improve their shipping experience for operations managers. We collaborated to understand the Operations Manager’s needs (The main user that would be using the newly designed application) and designed innovative wireframes, prototypes, and final mobile visual designs based on our findings. Through user interviews testing and feedback, we created a new application with the usability and desirability of the newly designed Realtime Operations Manager application, making it easier for Operations Managers to manage their team of package handlers.
UX Design Process
The UX design process is essential in designing efficient and user-friendly applications. It involves understanding user needs, designing wireframes and prototypes, testing with users, and collecting feedback. This process helps to ensure that the final product meets the user’s requirements and is usable and desirable. I follow the double Diamond design process.
The Workshops
The UX design workshops were essential in understanding the user’s needs and pain points. Through these workshops, we spoke with users to learn about their daily tasks and how they could benefit from a redesigned application. We also collected feedback on the wireframes and the early prototypes to get an idea of the usability and desirability of the application. This feedback was then used to iterate and make improvements to the new, more efficient, and time-saving application for operations managers to use.
User Requirements
This project’s user requirements discovered during the discovery phase (workshops and interviews) included efficient task management, time-saving features, and a streamlined process. The new application was designed to meet these user requirements and make it easier for operations managers to manage their teams. Some time-saving features include viewing package handlers’ statuses in real time and seeing the status of the package lanes managed by the operations manager. The streamlined process also makes it easier for operations managers to track their package lanes in their facility and the workload of all the package handlers they manage.
Journey Mapping
The UX journey mapping process is a tool used to understand the user’s journey and the tasks they perform. By understanding the user’s journey, we can design efficient and user-friendly applications that meet their requirements. The process involves creating a map of the user’s journey, including the tasks they perform and the pain points they experience. This helps to identify the areas where the application can be improved.
By communicating and understanding the user’s journey, we were able to design an efficient and user-friendly ROM (Realtime Operations Manager) application that met their requirements. The journey map was also key to showing what we found during the discovery phase and how that would shape the application. The process involved creating a map of the user’s journey, which included the tasks that they perform daily and uncovering the pain points that they experience during their day at work. This helped to identify the areas where the application could be streamlined and most helpful to the Operations Managers.
The Workshops
The UX design workshops were essential in understanding the user’s wants, needs and pain points. Through these workshops, we spoke with users to learn about their daily tasks and how they could benefit from a redesigned application. We also collected feedback on the wireframes and the early rapid prototypes to get an idea of the usability and desirability of the application and the flow of the application. This feedback was then used to iterate and make improvements to the new, more efficient, and time-saving application for operations managers to use.
Final Design
The ROM application’s final design was based on the user’s feedback and requirements. The form factor for the mobile designs was a very low mobile 1x screen resolution of 360px by 640px. Specifically for the Panasonic FZN1. The new application includes time-saving features and a streamlined process that makes it easier for operations managers to manage their teams efficiently. Some time-saving features include the ability to view a package handlers’ status in real-time and create and manage work orders. The streamlined process makes it easier for operations managers to track wrongly placed packages and keep the packages flowing to their destination.
The feedback was used to improve the usability and desirability of the application. Some of the changes that were made include the addition of package handler feedback from other managers when package handlers were sent to help with the large volume of packages for other Operations Managers. We also added a daily checklist so FedEx could reduce the usage of printed paper. The removal of unnecessary steps and the simplification of the workflow.
The visual design was based on google’s material design framework. The new application includes time-saving features and a streamlined process that makes it easier for operations managers to manage their teams. Some of the time-saving features include the ability to view a package handler’s status in real-time, give feedback on package handler performance, and manage spikes in package volumes coming into the FedEx sorting facilities. The streamlined process makes it easier for operations managers to track the package volume flow and manage their team of package handlers.
The hope is that the newly designed ROM application will positively impact FedEx’s operations. The time-saving features and streamlined processes will make it easier for operations managers to manage their teams and track their packages. The new ROM application’s primary goal is to improve the efficiency of FedEx’s operations.
Conclusion
The FedEx team improved their shipping experience for operations managers with the help of a UX designer. By understanding the user’s journey, I could design an efficient and user-friendly ROM (Realtime Operations Manager) application that exceeded their requirements. The feedback was used to improve the usability and desirability of the application. Some of the changes included adding package handler feedback forms from other managers when package handlers were sent to help with the large volume of packages for other Operations Managers. We also added a daily checklist so FedEx could reduce the usage of printed paper. Removing unnecessary steps and simplifying workflow has resulted in an efficient, time-saving application ( time-saving = money-saving) for FedEx.
