As one of the world's largest package delivery companies, UPS wants to build a platform that provides end-to-end supply chain visibility. UPS Supply Chain Symphony collects, manages, and integrates supply chain data, empowering its clients and partners to make informed business decisions.
Understanding Supply Chain
”What does supply chain do?” “What are the steps involved in the supply chain journey?” The first step in our process was defining the product. In this phase, it started off with desk research and discussions with stakeholders and product managers to understand its context. This helps define the scope of the product, understand the requirements and gather insights about the goals and purpose that UPS has – not only for the product itself but also the business behind it.
Identify Key Players (Proto-Persona)
Before we talked to the real users, we used workshops and brainstorming sessions with the stakeholders who are familiar with the product and asked them to share their knowledge of the target users. We then gathered those notes and identified commonalities to create proto-personas.
Through this, we aligned the stakeholders' views of the customer and gained buy-in for user-centred design. Additionally, it allowed stakeholders and team members to be more empathetic to end-user needs.
User Research +
After determining Desk Agent as our key persona and our most avid user, we conducted user research and usability studies to help make better, more informed decisions.
As the first step, we created the customer journey of the Desk Agent and used it as a reference to structure our user interviews. From these, we gained invaluable insights and uncovered many pain points and opportunities. All of our initial assumptions were validated by talking with real people with real experience.
Our visual design team then quickly put together prototypes for the usability studies. It helped us gain user data, enabled us to validate our detailed and complex design ideas, as well as identify opportunities to improve for the next iteration.
Shipment Journey Map
Shipment is the key data the system uses to display status and measure goals. A shipment journey map was created to navigate how the data flows through the system in relation to the users, the timeline and the location during the process. From this perspective, we were able to see how the data could be diverged, consolidated and interpreted by different roles, and in turn prioritized the information hierarchy to create different views.
Design Process & Management
As the team grows and the project expands, the file structure and the work flow urgently needs an update.