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Transforming Enterprise Logistics with Scalable UX Solutions
Goals 🎯
To design a centralized solution that would streamline workflows and enhance information accessibility, reducing the reliance on multiple platforms
During our initial sprint planning sessions, we identified key functionalities to focus on:
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Developing a responsive layout that adjusts seamlessly across various screen sizes and orientations, ensuring consistent usability on all devices.
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Designing and implementing a contemporary UI that is both visually appealing and intuitive, simplifying navigation for users.
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Strengthening security measures to protect sensitive user data, enhancing overall security to prevent unauthorized access.
Analyzing existing workflows to identify opportunities for simplifying processes and reducing friction in the user journey.
My role
UX Researcher & Designer
Tools
Figma, UX Research Methodologies, Miro, UserTesting, Google Analytics
Team
Worked in a cross-functional Trio team (PM, UX, Engineering) + collaborated with stakeholders and researchers.
Introduction & Project Scope
UPS B.O.S.S:- An internal tool that helps in keeping records and tracks freight shipment. We’re talking inbound, warehousing and inventory management, distribution, final mile, returns and everything in between. However, inefficiencies in navigation, fragmented data, and outdated workflows were leading to delays and operational bottlenecks.
Initial Research
It all started with when executives felt that the teams are lacking efficiency and the teams are facing difficulty in operating with the system.
Have you ever wondered how peolpe in operations and logistics would feel working on softwares that can be as old as the organization itself?! Currently, UPS uses a legacy software designed and developed in 1995, and so it looks exactly like this!
Legacy systems led to inefficiencies in shipment tracking, client communication, and data management.
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Outdated UI & fragmented workflows slowed down operations
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Users struggled with tracking business parties, shipments, and client contacts
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The email attachment process was cumbersome and error-prone
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Stakeholders needed a unified and scalable solution
Research Insights and Problem Identification
To understand where users were facing difficulties, we conducted a series of interviews, usability tests, and analyzed customer feedback. :
Through extensive user research, data analysis, and usability testing, we uncovered key friction points:
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Cognitive Overload: Users struggled with information overload due to complex workflows and redundant steps.
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Data Silos: Fragmented systems made it difficult to access critical shipment and client data.
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Inefficient Tracking: The lack of real-time insights led to uncertainty and reactive decision-making
This research guided our focus, prompting us to prioritize a simplified navigation structure, enhance search functionality, and introduce micro-interactions to improve system feedback. By addressing these areas, we aimed to reduce time spent on routine tasks and improve user satisfaction.
My Approach
To better understand current workflow challenges and pain points with the existing tools & identify key tasks for different user roles within UPS that the new tool needed to address, I decided to conduct User Interviews with team members from logistics, support, and management to gather insights on pain points and daily usage requirements. and Reviewed the existing tool’s UI and UX to pinpoint barriers in user journeys and inefficiencies in layout and navigation.
Design Approach - Decisions & Constraints
Restructuring UPS Boss UX for clarity, efficiency, and scalability.
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Information Architecture Overhaul – Simplified navigation for faster access
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Task-Centric Workflows – Reduced steps needed to complete common actions
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Salesforce Lightning Integration – Leveraged component-based system for consistency
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Intuitive Email & Attachment Handling – Drag-and-drop, bulk upload, preview options
Beyond usability, several factors shaped our design choices, ensuring alignment with UPS's security, accessibility, and technical infrastructure.
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Privacy and Security: Ensuring data compliance meant designing features that allowed for secure data access without compromising usability.
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Accessibility Standards: We used clear labels, high-contrast colors, and screen-reader-friendly designs to ensure inclusivity.
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Information Architecture: To streamline frequently accessed sections, we placed high-use areas prominently, reducing cognitive load for users and making it easier to navigate the platform.
These requirements kept the project grounded in practicality, ensuring that any changes would meet user expectations while adhering to the organization's technical constraints.
SOLUTIONS
Roadmap and Future Development
The roadmap we developed focuses on:
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Ongoing User Feedback: Continuously gathering user feedback to refine navigation and interactions.
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Feature Expansion: Adding user-requested functionalities that would further streamline operations, such as customizable dashboards.
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Further Usability Testing: Conducting periodic tests to measure the impact of implemented changes and ensure sustained improvement.
This roadmap aligns with our goal of keeping the platform user-centered, ensuring it adapts over time to meet the changing needs of its users.
Results
Quantitative Results:
35% faster task completion – Streamlined workflows improved operational efficiency.
40% reduction in tracking errors – Enhanced data visibility reduced costly mistakes.
Higher user adoption – Business users reported a significant increase in productivity and satisfaction.
Qualitative Results:
Positive feedback on the intuitive design, especially around the streamlined dashboard and easy attachment integration.
Key Takeaways and Learnings
This project had a notable impact, as shown by initial feedback indicating reduced task completion times and fewer user errors. Reflecting on this experience, a few critical learnings stood out:
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Scalability & Performance: Designing for enterprise means optimizing for efficiency and long-term adaptability.
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Data-Driven Decision Making: Continuous research and iteration ensure UX solutions are aligned with real user needs.
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Seamless User Experience: Reducing complexity while increasing functionality is key to enterprise UX success.
Ultimately, this project reinforced the value of a user-centered design approach, emphasizing that even in complex, technical environments, simplicity and clarity can have a transformative impact.