Wizard Optimization
Old Design
New Design
Project GoalsOur current shipment quote flow has too many fields on each step leading to customers missing important questions about their shipment. This leads to operations taking time to fix the quote and then an add bill for the end user.
Goal was to decrease user errors with entering in their shipment information. With the understanding that these errors are created due to the user not fully understanding how LTL shipping works.
Goal was to decrease user errors with entering in their shipment information. With the understanding that these errors are created due to the user not fully understanding how LTL shipping works.
My Role
This is a project that I championed, for I felt strongly that improving this would lead to better customer retention.
I worked closely with operations to understand what the most common mistakes entered while creating a shipment quote.
I presented different solutions ideas in prototypes to stakeholders to get their buy-in.
This project got the green light and I worked closely with product to finalize designs.
This is a project that I championed, for I felt strongly that improving this would lead to better customer retention.
I worked closely with operations to understand what the most common mistakes entered while creating a shipment quote.
I presented different solutions ideas in prototypes to stakeholders to get their buy-in.
This project got the green light and I worked closely with product to finalize designs.
Design ChallengesInternal stakeholders were attached to full page forms vs simple page wizards. So there was research around why a change would be helpful to us and our user base.
The next project coming was the ability to save a shipment quote and the ability to rebook a shipment. These features would use the same UI, so I had to make something flexiable that would work with the upcoming projects.
The next project coming was the ability to save a shipment quote and the ability to rebook a shipment. These features would use the same UI, so I had to make something flexiable that would work with the upcoming projects.
Problem #1
User Stories:1. User picks business since they run their business out of their home. But instead the carrier needs to charge them for residential delivery.
2. User picks business since their farm is their business, but instead the carrier needs to charge them for rural delivery.
3. User picks business but it’s a mall location but the carrier needs to charge for limited acces.
Soluton
1. Include an info on the one they selected telling them more details about that location type.2. Save the location type as part of the address book. This takes away one more thing for the user to fill out (for it now will auto pick the location type when they use a saved address)
Problem #2
- Accessorials do not stand out enough
- We offer accessorials that we either do not give rates for or are unable to process regularly
- The additional services of “call for pickup” or “appointment required”: Users normally don’t check them off and then instead they add them as a note here in the pick up instructions. Which results in add bills.
Solution
1. Make these their own step: Pull out options that have to do with the location vs the date. 2. Remove the accessoerials that we do not support which is misleading to the user.
Problem #3
We have customers selecting same day pick up when it’s 4pm and pick up ends at 5pm - they call us to get help. This leads to more work for operations to call around and see if a carrier can do a same day late day pickup.
Soluton Ideas
1. Warn the user if it’s after 1pm that we cannot guarantee same day pick up for the business team did not want to take away their abilityto request same day late day pick up but to warn and encourage users to book pickups for the next day.
2. Educate users that LTL pickups only happen M-F and that they normally are within 9-5.
Designs V1
The team didn’t like how many pages this wizard became when each question was pulled out on it’s own. We did like how clear each step was and wanted to keep this idea in other design explorations.
Designs v2
This ended up being the winner for it broke down the questions while not becoming a long wizard. This also matched the designs of the other wizard pages that were not being redone in this project.
