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[Case 03]

Streamlined Shipment Tracking for 1000+ Weekly B2B Steel Deliveries

E-Commerce / B2B Steel Manufacturing

Streamlined Shipment Tracking for 1000+ Weekly B2B Steel Deliveries

[Project Overview]

After successfully reducing cart abandonment through checkout redesign, I identified another critical gap: buyers had no visibility into shipments after placing orders. I designed a comprehensive shipment management system that allows B2B buyers to track incoming deliveries, access compliance documents, and plan warehouse logistics, transforming post-purchase anxiety into operational efficiency.

[Problem Statement]

JSW One Platforms customers placed large steel orders but had zero visibility into shipment status, delivery schedules, or required documentation. This forced buyers to make repeated customer service calls and left them unable to plan warehouse space allocation, causing operational bottlenecks and customer dissatisfaction.

[Industry]

E-Commerce / B2B Steel Manufacturing

[My Role]

Senior Product Designer

[Platforms]

Desktop and Mobile Web

[Timeline]

2 weeks - May 2023

View detailed case study

View detailed case study

[Persona]

Amit Deshmukh

Warehouse Operations Manager

I need to know how many trucks are coming and when, so I can make space in the warehouse. Without this information, deliveries become chaotic!

Age: 42

Location: Pune, India

Tech Proficiency: Moderate

Gender: Male

[Goal]

View all active shipments with real-time delivery status and expected arrival dates

Access all compliance documents (invoices, delivery challans, quality certificates) in one place

Plan warehouse logistics by knowing truck quantities and load details in advance

[Frustrations]

No visibility into shipment status, forcing constant follow-up calls to customer service

Missing or scattered documentation required for B2B steel compliance and GST filing

Inability to plan warehouse space allocation due to unpredictable delivery schedules

[Process]

[01] User Research

Conducted contextual inquiry sessions with 16 warehouse managers and procurement teams to understand their post-order workflows and pain points

Analyzed customer service call logs and identified that 45% of support requests were related to shipment status and documentation

Studied B2B logistics platforms (BlueYonder, ShipStation, Freightos) and steel industry-specific requirements for documentation and compliance

[01] User Research

Conducted contextual inquiry sessions with 16 warehouse managers and procurement teams to understand their post-order workflows and pain points

Analyzed customer service call logs and identified that 45% of support requests were related to shipment status and documentation

Studied B2B logistics platforms (BlueYonder, ShipStation, Freightos) and steel industry-specific requirements for documentation and compliance

[01] User Research

Conducted contextual inquiry sessions with 16 warehouse managers and procurement teams to understand their post-order workflows and pain points

Analyzed customer service call logs and identified that 45% of support requests were related to shipment status and documentation

Studied B2B logistics platforms (BlueYonder, ShipStation, Freightos) and steel industry-specific requirements for documentation and compliance

[02] Insights

Warehouse managers needed advance notice (24-48 hours) of incoming deliveries to allocate storage space and prepare receiving teams

B2B steel buyers required immediate access to compliance documents (test certificates, delivery challans, tax invoices) for regulatory and accounting purposes

Users wanted a clear overview of all active shipments at a glance, with ability to drill down into specific shipment details when needed

[02] Insights

Warehouse managers needed advance notice (24-48 hours) of incoming deliveries to allocate storage space and prepare receiving teams

B2B steel buyers required immediate access to compliance documents (test certificates, delivery challans, tax invoices) for regulatory and accounting purposes

Users wanted a clear overview of all active shipments at a glance, with ability to drill down into specific shipment details when needed

[02] Insights

Warehouse managers needed advance notice (24-48 hours) of incoming deliveries to allocate storage space and prepare receiving teams

B2B steel buyers required immediate access to compliance documents (test certificates, delivery challans, tax invoices) for regulatory and accounting purposes

Users wanted a clear overview of all active shipments at a glance, with ability to drill down into specific shipment details when needed

[03 Design Solution]

Added predictive delivery notifications showing truck count, estimated arrival time, and material breakdown to enable warehouse planning

Implemented a document management system with one-click download for all required B2B steel documents (invoices, quality certificates, e-way bills, delivery challans)

Designed real-time status tracking with visual indicators showing shipment stages: Processing → In Transit → Out for Delivery → Delivered

[03 Design Solution]

Added predictive delivery notifications showing truck count, estimated arrival time, and material breakdown to enable warehouse planning

Implemented a document management system with one-click download for all required B2B steel documents (invoices, quality certificates, e-way bills, delivery challans)

Designed real-time status tracking with visual indicators showing shipment stages: Processing → In Transit → Out for Delivery → Delivered

[03 Design Solution]

Added predictive delivery notifications showing truck count, estimated arrival time, and material breakdown to enable warehouse planning

Implemented a document management system with one-click download for all required B2B steel documents (invoices, quality certificates, e-way bills, delivery challans)

Designed real-time status tracking with visual indicators showing shipment stages: Processing → In Transit → Out for Delivery → Delivered

[04] Testing & Iteration

Conducted usability testing with 8 warehouse managers and operations teams to validate the information hierarchy and workflow

Gathered feedback on document accessibility and added bulk download functionality for users managing multiple simultaneous shipments

Refined mobile experience for field workers who need to verify deliveries and access documents on-site at warehouse receiving docks

[04] Testing & Iteration

Conducted usability testing with 8 warehouse managers and operations teams to validate the information hierarchy and workflow

Gathered feedback on document accessibility and added bulk download functionality for users managing multiple simultaneous shipments

Refined mobile experience for field workers who need to verify deliveries and access documents on-site at warehouse receiving docks

[04] Testing & Iteration

Conducted usability testing with 8 warehouse managers and operations teams to validate the information hierarchy and workflow

Gathered feedback on document accessibility and added bulk download functionality for users managing multiple simultaneous shipments

Refined mobile experience for field workers who need to verify deliveries and access documents on-site at warehouse receiving docks

[Outcome]

62% reduction in customer service calls related to shipment status and documentation requests
45% improvement in warehouse operational efficiency through better advance planning
85% user satisfaction score for shipment tracking feature in post-launch surveys

[Key Learnings]

Post-purchase experience is critical

B2B buyers judge a platform not just on checkout ease, but on the entire order-to-delivery journey. Visibility builds trust and loyalty.

Post-purchase experience is critical

B2B buyers judge a platform not just on checkout ease, but on the entire order-to-delivery journey. Visibility builds trust and loyalty.

Post-purchase experience is critical

B2B buyers judge a platform not just on checkout ease, but on the entire order-to-delivery journey. Visibility builds trust and loyalty.

Industry-specific compliance matters

Understanding steel industry documentation requirements (quality certificates, test reports, GST compliance) was essential to designing a truly useful solution.

Industry-specific compliance matters

Understanding steel industry documentation requirements (quality certificates, test reports, GST compliance) was essential to designing a truly useful solution.

Industry-specific compliance matters

Understanding steel industry documentation requirements (quality certificates, test reports, GST compliance) was essential to designing a truly useful solution.

Progressive disclosure works

Showing high-level shipment overview first, then allowing users to drill into details prevented information overload while maintaining accessibility.

Progressive disclosure works

Showing high-level shipment overview first, then allowing users to drill into details prevented information overload while maintaining accessibility.

Progressive disclosure works

Showing high-level shipment overview first, then allowing users to drill into details prevented information overload while maintaining accessibility.

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