Shipito is a package forwarding company that ships millions of packages to customers in nearly every country and territory in the world. Shipito launched a new admin platform to accelerate company growth and efficiency.
The Shipito admin platform is essential to 6 different groups of users:
I dove headfirst into immersive user research. Here is a summary of the methods I used to deeply understand each user group:
When designing an interface, my fundamental unit of design isn’t a pixel; it’s a user task (a component of customer pain or the job to be done). My key criteria for evaluating the effectiveness of an interface are how easy, effective, and enjoyable it is for a user to accomplish each task.
Here's a sample task breakdown I prepared for Customer Service agents
Whenever possible, I prefer to create mockups after completing a comprehensive task analysis. This enables me to have the full functionality in mind when designing an interface.
Here are some samples of my mockup progression:
The rollout of the new platform was calculated and incremental. New features and functionality continue to be launched in stages to provide room for user feedback and enhancements.