World Courier

This trusted supply chain company designs and executes medical logistics processes for the worldwide biopharmaceutical industry.

Role UI/UX Designer

Partners Client · Product · Front-end Engineering

Deliverables User Stories · Sitemap · Wireframes · Design System · High-fidelity

Tools Axure · Sketch · Illustrator

Timeframe 3 months

Company GeekHive

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The Problem

Researchers and manufacturers needed a better way to ship various critical biopharmaceutical products so they can recruit and retain qualified patients for their studies and innovations. However, busy operations managers don’t have time to navigate complex shipping logistics regulations and restrictions.

"How do we digitally transform our shipping logistics and ordering process to meet customer demand?"
Opportunity
  • Automate Shipping Orders: Improve operational efficiency by designing a customer service platform that automates the shipping ordering process, helping users save time, minimize manual tasks, and reduce phone and email order volume.
  • Enhance Order History Reporting: Help users spot patterns and make better decisions faster by improving the value and display of ordering history data.
  • Improve Platform Efficiency: Make ordering easier and quicker for customers to encourage more repeat orders and increase satisfaction.
  • Active User Growth: Increase platform engagement and drive business growth by growing the number of active online users and reducing abandoned or canceled orders.

Before

Process

Research & Discovery

Our team held work sessions with stakeholders to understand World Courier’s business goals and discover user objectives and pain points.

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Define

We collaborated with stakeholders to capture user pain points and motivators in user stories which helped us determine the project scope. User’s primary goal was to quickly and efficiently place orders for shipping with a brand they know and trust.

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Ideate

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Branding

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UX Design

Wireframes helped illustrate navigation, information architecture, key user interactions, and other features that empowered users to search, filter, and manage data reports.

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Visual Design

An expanded design system enabled advanced user interactions and functionality. A responsive grid and other new components, such as the progress meter, system feedback, and tooltips helped guide users through task completion.

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Testing

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Impact

Outcomes
  • Streamlined Ordering Experience: Shortened and simplified online ordering, reducing friction and increasing active users.
  • Mobile Usage Growth: Delivered a responsive interface, enabling mobile access and boosting mobile users.
  • Improved Task Control and Reporting: Introduced a design system that improved and standardized micro-interactions, enabling users to efficiently complete tasks and manage data.
Learnings & Reflections
  • User Stories Drive Empathy: User stories clarified task nuances and intent, enabling more effective flow design.
  • Design Thinking Requires Validation: Full user testing is essential to confirm the experience is intuitive and addresses actual user needs.
  • Design Must Be Included In Estimation: Excluding design from estimation risks budget overruns. Design input is essential for realistic planning.
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