Shipments
B2B & B2C Ecommerce
Year
2022
Type of Project
Work Experience
My Role
Senior Product Designer & Developer
Duration
3 weeks
Case Study
Objective
Primary Goal: Design a comprehensive shipment tracking system that enables customers to monitor their part-orders from readiness notification through final delivery/pickup.
Specific Objectives:
Provide clear visibility into shipment composition (materials and quantities)
Communicate accurate invoice values for each shipment
Display reliable estimated delivery/pickup times
Enable seamless self-pickup workflow management
Establish proof-of-pickup mechanisms for all stakeholders
Process
Step 1: Understanding the Foundation
Define shipment concept: A "part-order" representing a portion of the complete order
Identify target users: End-users involved in material procurement and receipt tracking
Map the three core customer needs: Material details, Invoice value, and Delivery timing
Step 2: Problem Identification & Breakdown
The design addresses six key problem areas:
Notification System
Determine placement: Homepage, Order details page, My orders page
Design alert mechanisms for pickup-ready status
Pickup Address Management
Create interface for displaying/confirming pickup locations
Handle address verification workflow
Self-Pickup Shipment Display
Design differentiated view on shipment listing page
Distinguish self-pickup from delivery shipments
Pickup Slot Confirmation
Build buyer slot selection interface
Establish seller-buyer communication channel for coordination
Proof of Pickup - Buyer Side
Design customer-facing confirmation mechanism
Create OMS (Order Management System) lead verification process
Proof of Loading
Develop documentation system for self-pickup scenarios
Ensure accountability for material handover
Step 3: Design Solution Development
Create a unified shipment details interface that includes:
Order summary with shipment breakdown
Dispatch date and time information
SKU-level details (what's in each shipment)
Invoice information and values
Driver and vehicle details
Document access (invoices, delivery notes, etc.)
Real-time shipment tracking capability
Step 4: Implementation Considerations
Ensure information hierarchy prioritizes the three core considerations
Design responsive layouts for different device types
Build notification triggers at key shipment milestones
Create clear call-to-action buttons for customer actions (confirm pickup, view documents, etc.)
Outcome
Customer-Facing Outcomes:
1. Enhanced Visibility
Customers can view complete shipment details from order summary
Clear breakdown of what materials are in each shipment
Transparent invoice values for financial tracking
Accurate delivery/pickup timing expectations
2. Improved Control
Self-service pickup slot selection
Confirmation mechanisms for pickup appointments
Access to all relevant shipment documents in one place
3. Better Communication
Automated notifications when shipments are ready
Direct communication channel with sellers for coordination
Real-time tracking updates
Business Outcomes:
1. Operational Efficiency
Reduced support queries through self-service information access
Streamlined pickup coordination process
Clear proof-of-pickup reducing disputes
2. Trust & Transparency
Complete audit trail through proof mechanisms
Accurate information reduces customer anxiety
Professional driver/vehicle tracking builds confidence
3. Scalability
Standardized process for both delivery and self-pickup shipments
Repeatable notification and confirmation workflows
Integrated OMS lead verification system
4.Measurable Success Indicators:
Reduction in "Where's my order?" support tickets
Increased pickup slot confirmation rates
Decreased no-show rates for self-pickup
Higher customer satisfaction scores for delivery experience
Reduced disputes over shipment contents or values
Standout Features
Buyer receives digital confirmation of what they picked up
OMS lead has independent verification mechanism
Dedicated proof of loading documentation for self-pickup
Multi-party verification creates accountability trail
Reduces disputes with clear timestamped records
Why it matters: Protects both parties from disputes with clear accountability
