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N41 Pick and pack

Retail Warehouse Management Software








Overview


I had the pleasure of working with a dynamic team dedicated to improving order fulfillment efficiency in a high-paced warehouse setting. Recognizing the transformative impact of an ERP (Enterprise Resource Planning) app, the team aimed to create a solution benefiting both seasoned and new packers, facilitating seamless product picking and shipping. As a key contributor, I played a central role in shaping the MVP platform for the client, overseeing the entire design process.



ROLE
Lead Designer

YEAR
2018

Challenge


The clients use Excel and a third-party app to manage their product orders. However, this process has proven to be easy yet hectic. Moreover, the files and items from these tools are scattered across the desktop background, causing clutter and disorganization. This fragmented and inefficient approach to managing product orders hinders productivity and creates challenges in maintaining a streamlined workflow.

Scope

I was the lead UX Designer responsible for creating an MVP app for fashion vendors. This involved end-to-end design, including UX, interaction, and UI design, user testing, and handoff to development.



Problem Statement


Warehouse packers often struggle with inefficiencies in managing and completing multiple packing tasks, resulting in lost productivity and errors. Current systems require frequent manual updates, are challenging to navigate, and do not provide explicit task tracking, leading to confusion and interruptions during busy shifts. Additionally, packers and supervisors lack a streamlined method for tracking task progress and printing shipping labels efficiently.

Pick and Pack aims to solve these issues by providing a seamless, user-friendly tablet app that helps packers manage tasks, track their progress, and print labels directly from the system. This solution increases packing efficiency, reduces errors, and simplifies task management for packers and supervisors.
Solution



Business Challenge


  • Integration with Existing Systems: Ensuring smooth integration with the current inventory, order management, and shipping label systems is critical. Any misalignment could disrupt the workflow, causing delays in processing shipments.

  • Scalability: As the business grows, the app will need to scale to handle increased orders, users, and additional features. Ensuring the app can grow with the business while maintaining performance is challenging.

  • User Experience: While the app is intended to simplify tasks, if the user interface is not intuitive or doesn't align with the packers' needs, it could lead to frustration and inefficiency rather than improvement.

  • Data Accuracy and Security: It is crucial to maintain accurate inventory data and ensure the secure handling of sensitive information, such as shipping labels and customer addresses. Data breaches or inaccuracies could lead to operational and reputational risks.



    • Process


    Discovery & Emphatize

    I reviewed the early designs created by the client’s team [1]. Although the current goal is quite different from their initial vision, this exploration still helped my team understand the origins of the client’s ideas and where they want to go moving forward.

    I conducted in-person interviews to understand the packers' workflow, pain points, and business needs. This included stakeholder interviews, observing packers on-site, and analyzing current manual systems to identify opportunities for improvement. The insights will help create user personas and define the project’s direction.



    [1]







    Define Requirements

    Based on research, we identified key features like task tracking, ticket assignment, and label printing. The product manager and I aligned these with business goals, ensuring integration with existing systems with the client. Prioritizing features based on impact and feasibility is critical at this stage.

    To improve efficiency and help everyone adapt quickly, we’ve switched from printed receipts to digital order sheets on the iPad. This change will boost productivity for current and new packers, making their workflow smoother and more efficient by moving away from the old method to a more streamlined digital solution.



    User Persona


    User Findings

    • Task Visibility Improves Efficiency: Packers appreciated the ability to see available tickets and track progress, which helped them stay organized and prioritize tasks. They found it easy to assign tasks themselves and liked knowing how many were left.

    • Confusion on Ticket Assignment Process: Some users were initially unclear about how to assign tickets to themselves. While the process was eventually understood, the flow could be simplified to reduce confusion, especially for newer employees.


    • Desire for Clearer Visual Cues: Users needed more prominent visual indicators to quickly show task status (e.g., tasks in progress, completed tasks). Color-coding or icons would help packers more easily track their progress.



    Result




    Tracking history of employees’ packed items

    The client enthusiastically shared their ideas, vision, and the purpose behind the upcoming MVP application. We articulated their various objectives from multiple user types and clearly understood what they aimed to achieve with the app. However, the team and I tried to focus on the primary objectives - pick orders, pack, and print labels.







    Efficiently manage and track all tickets

    Our system offers easy-to-use search, filtering, and selection features to help packers handle tickets more efficiently. Packers can quickly find specific tickets using criteria like order numbers, customer names, or priority levels.

    They can also apply filters to narrow ticket lists based on specific attributes or sorting preferences, allowing them to prioritize their tasks effectively. 

    Once they find the right ticket, they can select it seamlessly for fulfillment, which helps keep the workflow smooth, organized, and error-free.








    Flexibility to choose between scanning items or manual picking

    Efficiently picking and fulfilling all required items is a priority, achieved through manual selection or scanning. The process optimizes speed and accuracy, utilizing effective strategies and advanced technology to minimize delays and maximize productivity. 








    Print the label immediately upon completion

    Once packers scan the entire ticket, they can print labels, confirming that all items are ready for efficient delivery. This integration helps create a smooth workflow from packing to shipping, making the order fulfillment process more organized and efficient.






    Reflection


    I employed a user-centered design approach to understand the packers' pain points and devised intuitive workflows that simplified the picking and shipping processes. This resulted in an app allowing experienced and newly hired packers to navigate their tasks seamlessly.

    • Streamlined order fulfillment processes and improved efficiency
    • Increased productivity and accuracy in B2B operations
    • Generated time and cost savings for the company

    This experience allowed me to expand my knowledge of B2B management tools by working closely with cross-functional teams and external partners. It was a rewarding opportunity to explore a new area and gain valuable insights into other B2B operations. Looking back, if given the chance to improve the product, our team would have placed greater emphasis on gathering feedback from real users earlier on during the low-fi prototype phase.
    @2024