I was the primary UX designer on a development team of ~10 developers, a product owner/business analyst, a scrum master, and a senior designer. I was responsible for determining the overall layout for the business requirements, validate user needs with a UX Researcher, and continuing Design standards set by Lead/Expert UX designers at J.B. Hunt. Also due to an NDA, only publicly known information can be released here.
An interview was conducted with a customer service manager to find out how File Mile Service (FMS) Clients were currently submitting their orders. It turned out that it wasn’t very complex but did have a long turn-around time as customers would send in an email with a PDF or an image of the order, and then a customer service employee would have to re-type the information into J.B. Hunt’s internal system.
Final Mile Clients needed a way to quickly submit their orders within the J.B. Hunt 360 platform using the Shipper 360 web application (an existing product used by Clients for Order Entry, Management, and Tracking).
Usability Testing – Using the Existing Order Process
To prevent user re-education and development time, the Final Mile order entry workflow was first modeled (see image below) like the Less-Than-Truckload and Truckload/Intermodal order entry workflows (additional Shipper 360 order entry processes users have). So to confirm this model worked, a usability test was conducted with some internal customer service users and some potential external Clients to validate this reused model would still work.
“Carl Fredricksen has placed an order with your company (Ellie’s Furniture) for a popular selling Recliner and a newly released side table. These items need to be sent out of 111 W Fontanero St warehouse and ready for pickup on 12/19/2019.”
The user was given all the orders details and asked to submit an order using the prototype.
“Order Details should be not be split apart.”
” Item information is the most important so put that first and then Location Information second.”
Usability Test Results and Changing Requirements:
Based on the feedback from user testing and working with the Product Manager/Business Analyst, we were able to restructure the order workflow based on the users the mental model (submitting order details) rather than the current workflows (Less-Than-Truckload and Truckload/Intermodal order entry workflows) that are more geared towards rate shopping (rate page and payments page).
This new structure removes unneeded pages (like rates and payment pages) and puts the order information into more manageable bite-size pieces based on the category.
Additional Main Screens and Resolutions (Phone, Tablet, and Desktop)
Errors, States, and More
Additional Screens and Resolutions (Phone, Tablet, and Desktop)
Affect on Users and the Business
This has drastically reduced a turnaround time of 4+ hours to a matter of minutes. Along with transparency to submitted orders, users can view these orders inside of the Shipper 360 application.
This project made me realize the importance of user-tested prototypes, how difficult industry new ideas can come to light, and how valuable time is to J.B. Hunt’s clientele in a B2B world.
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(This order entry starts at 1:00)