Project Overview

Behind the Scene

I conducted extensive user research, including interviews and field studies, to deeply understand daily struggles within SMB logistics.

To deeply understand the daily struggles within SMB logistics, I conducted extensive user research, including 34 interviews with drivers and logistics managers, on-site field studies in warehouses, and expert interviews with large logistics company executives.

This research quickly revealed critical operational bottlenecks:

23% of surveyed companies faced high communication costs and delayed reporting due to reliance on disparate messaging apps (like Line, a common used messaging app in Taiwan). This resulted in significant information gaps, billing errors, and increased customer complaints.

17% of companies urgently sought improved dispatching methods, indicating a widespread struggle with optimizing delivery efficiency and managing dynamic routes effectively.

Moreover, I collaborated with the Scrum team to synthesize all interview data, developing a driver journey map that visually aligned our team on key pain points and opportunities within the entire delivery workflow.

Our design goals focused on streamlining driver workflows and enhancing real-time information clarity for greater efficiency and intuitive control.

The insights gathered from drivers and logistics managers revealed a clear need for greater efficiency and intuitive operational control. Consequently, our design goals aimed to streamline core driver workflows and enhance real-time information clarity.

Here were our primary design objectives for the 3drens Driver App:

To achieve our core objectives, I led the design and iterative development of several key features. My solutions evolved through a continuous process, integrating customer feedback gathered from the Business Development team, insights from heuristic evaluations, and findings from internal usability testing.

Streamlined Financial Reporting

Manual and cumbersome payment reporting led to frequent discrepancies and errors for drivers, impacting overall delivery efficiency. My goal was to streamline this critical interaction, particularly for collected amounts and additional fees.

Translate research Insight to Design:

To address these critical insights, I redesigned the financial reporting interaction, drastically improving clarity and efficiency:

The redesigned financial reporting interface (right) provides a clearer information hierarchy and intuitive input fields compared to the original design (left). This update significantly reduces visual clutter and potential for errors by prominently displaying key financial data.

This prototype highlights the streamlined interaction for collecting payments and adjusting fees.

My design focuses on empowering drivers with flexible, real-time control over financial entries, enhancing accuracy and speed.

After completing the delivery, drivers can view the payment record on the task information page.

Flexible Driver Task Cards

Managing diverse information needs across various logistics companies presented a significant challenge. With a large volume of critical data to display, and considering many drivers were older, clearer and more adaptive information presentation on task cards was essential. I optimized the information layout to address this.

Translate research Insight to Design:

To meet these diverse needs, I redesigned the driver task cards to provide a highly flexible and scannable interface for critical delivery information.

Design exploration for task card.

The updated task card design features a horizontal layout for improved responsiveness and readability across different screen sizes and languages. Key information like address and time are prominently highlighted, while logical information grouping ensures clarity and adaptability for future content changes.

Given the significant amount of dynamic information on the task cards, loading speed was a critical user experience factor. To ensure smoother transitions and manage user expectations during data retrieval, I designed a loading skeleton.

Carry Over Incomplete Delivery Tasks

Losing crucial context on incomplete delivery tasks led to communication gaps and inefficiency. I designed a feature to intelligently carry over notes and specific comments to subsequent task assignments, ensuring drivers always had the necessary historical context. Timestamps were integrated to provide a clear audit trail and enhance accountability for dynamic delivery information.

Translate research Insight to Design:

To address this critical need for clear historical context and accountability, I designed the following intelligent feature:

Integration of Delivery Tasks with Map Experience

In a real-time logistics environment, drivers were forced to manually juggle disconnected dispatch orders with external map applications. This fragmented workflow led to significant cognitive load and operational delays, underscoring a critical need for a more integrated and visually intuitive solution to manage and prioritize tasks on the go.

Translate research Insight to Design:

To address these critical insights, I designed a dynamic map interface that seamlessly integrates task management, enabling drivers to plan and prioritize routes efficiently.

Design exploration for sorting interaction.

This project provided invaluable lessons in designing for complex, real-world systems, deeply shaping my approach to human-centered interaction.

Here were our primary design objectives for the 3drens Driver App:

Moving forward, I am eager to explore the frontiers of human-AI interaction and multi-sensory design, continuing to craft intuitive and novel experiences that seamlessly balance user delight with strategic business objectives.