Problem

Customers expressed frustration over the lack of a singular visibility tool that connects to their entire business, presenting real-time data.

My Role

My responsibility was to design an application where our customers could manage their logistics within our warehouse operation.

Understanding the User

I needed to identify the key users, their needs, current journey, and pain points in using UPS services. Leveraging these insights, I aimed to create a solution improving user experience and opening new revenue streams for UPS customers.

Meeting our Key Users

Lets understand who will be using the application, what are their roles, how would our tool help them in their role, what will motivate them to use our tool, and what frustrates them the most when they currently operate with us?

Tye Duncano

Director of Supply Chain Architecure

Goals

Tye aims to strategically design supply chain systems aligned with company objectives

Motivation

Tye's drive for innovation and pride in leadership motivate her to implement concrete enhancements in supply chain operations.

Pains

Tye often struggles with viewing processes across different business functions and geographical regions due to the lack of infrastructure

Deb Harn

Process Analyst

Goals

Deb's main goal is optimizing the flow of goods, ensuring precise tracking, and timely delivery to end consumers.

Motivation

She is motivated to boost performance by improving data visibility and analytics in her global supply chain.

Pains

Deb often struggles with data silos and lack of real-time visibility in the supply chain. She also faces challenges with tracking shipments and ensuring on-time delivery.

Andrew Flocka

Distribution Manager

Goals

Andrews main goal is to ensure operations have accurate inventory and make sure orders are fulfilled ontime.

Motivation

Andrew is motivated by operational excellence and ways he can automate areas in the warehouse.

Pains

Andrew often struggles with resource constraints and tight fulfillment deadlines that make it hard to upload reports during operation hours

Lets take a journey with our users

Now that I know who the users are, lets see how they us to conduct their business

Feel what they are feeling

As they go through, I note their what they are doing, saying, thinking, and feeling.

Key Take Aways

We learned that

They have to login to multiple systems, pull and slice several reports, create a master report just to see their Orders and Inventory
Miss critcal issues because operations the time it takes to get the reports, the order has already failed its SLA
Cant trust our systems to get correct inventory count
Frustrated that their data isnt streamlined to successfully and confidently make business decisions

Solution

Create one platform that allows UPS Customers to easily see their inventory levels, manage orders, predict potential problems, and make strategic decisions to improve their supply chain operations.