Decommissioning 20 old, clunky, legacy lodgement systems seems like a daunting task, but with a clear strategy and co-designing with users, I designed a new interface that would work for any medium to large businesses in Australia that have a contract with either StarTrack or Australia Post.
My team was briefed to help large businesses send their online orders with a new, web based interface that would improve their warehouses speed and efficiency when printing shipping labels. When Australia Post acquired StarTrack, they inherited 20 bespoke apps. Our objective was to create a single interface that would work for all businesses, and could be customised to their needs. The head of the department challenged us to make it as easy as 3 clicks to print a shipping label.
I developed paper prototypes and tested them with warehouse workers and logistics managers with a research partner. We gave ourselves a rhythm where we were testing with users every fortnight, meaning I was able to refine the experience until we knew that majority of users would be happy with the end result.
After talking to warehouse workers, we found that they were often time poor and needed to get orders out as quickly as possible. They need to be able to find an order quickly and easily, and they currently have a lot of manual workarounds they undertake to get an order out the door. This was especially so in larger businesses as their software was clunky, outdated, and hard to update.
I established the most common workflow for a lot of warehouse workers was to find the items needed for shipment and place them in parcel, weigh the parcel and then print the shipping label. The parcel then is placed into a pallet to be picked up by Australia Post or Startrack at the end of the day.
To create a shipping label, there are many fields a user has to fill out. I tested 2 different forms with users - one was a multi-step process, and the other was a long form with all fields on the one page. Unanimously users preferred the long form, saying it was better because it was faster to complete, easier to review, reduces human error and easier to train staff on.
I also had an assumption that users would regularly use search to find a shipment, rather than scroll through a big list and this was confirmed in user testing. Rather than hiding search away, we made it front and centre and ensured it was clear to the user what they could search for.
The testing was a big success, and we achieved a Customer Effort Score of 4.2 (a score of 3.5 or above is seen as an outstanding result).
"Having too much information on the screen makes it harder to find what you’re looking for. I like this, it’s clean.”
User testing participant
Once we were happy with the UX and user journeys, I was tasked with designing the visual look of the user interface. As this was a new web app for StarTrack, I had the freedom to explore and design interface elements interactions whilst consolidating design components and patterns with the Australia Post brand. I used Zeplin with developers and Abstract with fellow designers to provide version control on the design system as it was built upon and updated.
I was also a part of a working group that would build on this and implement a design system throughout Australia Post. It’s been a great experience working at a bigger company and I’ve had the chance to work on other projects like MyPost Business, as well as participate in design sprints for Digital iD whilst helping shape processes for future designers and UX teams.