UX/UI Website Design
To design a new website and logistics experience with a high emphasis on user interactivity and brand policy in a functional yet beautiful design. To provide interactive applications and solutions for the customer’s daily needs on the website. Thus, to maximize customer satisfaction by producing a solution to the identified pain point.
My Role
– UX Research
– UX/UI Design
– Icon Design
– Usability Testing
Tools
– Figma
– Photoshop
– Illustrator
– Maze
Time Span
– Year 2020
– 16 Weeks
Project Backround
Current Situation
Customers are always neglected in the transportation industry due to their low demand. They can get expensive and low-level services. They cannot find a long-term binding agreement. High price offers, delayed or canceled shipment plans, inability to access up-to-date information, and communication difficulties are the prominent problems they encounter.
Project Goals
Maya Transport would like to serve this kind of customer by providing high level service and best prices. A customer-centered website will be prepared with interactive applications that enable strong communication and facilitate transactions.
This would allow a representative from a customer company to log in and quickly book new future freight or check recent freight, track freights in real time, to reach the customer representative via the chat application when necessary.
Outcomes
Facilitating communication on the website and enabling customers to access information about the process and freight on their own through interactive applications will strengthen the customer-company bond and provide continuity.
The Challenge
Create Deeper Relationships with Customers
Ease of Use
Customers can find and use interactive apps and services which match their needs.
Customers can receive quick answer from customer service
Experience is usable on web, tablet and mobile
End to End Support
Customers can manage their requests
Customers can feel supported by customer service experts
Efficiency
Increasing customer satisfaction
Increasing company loyalty in customers
Persona
“Who is our target audience for the website?”
Design Principles
Efficient
Optimizes for and streamlines tasks, reducing variables. Show empathy for user’s desire to spend less time to know recent situation about all stages of shipment or access the information.
Knowledgeable
Facilitates decision-making by anticipating what user need. Communicates with confidence and understanding of how customers give importance their freights, shipping plans and tracing.
Approachable
Feels uncomplicated. Meet higher standards of convenience user expect from logistics experiences in their own business life.
User Journey Map
I created user journey map for steps a user typically goes through in order to complete three common tasks in Maya:
User wants to obtain fast quotation
User wants to calculate out loading plan
User wants to book future shipping reservation
Site Map
Low Fidelity Wireframe
As solution for the determined pain points, I sketched multiple options to test and see how by initiating minimal changes to optimize the user experience. During the process of redesign, I continued referring to the target customers, company mission, demand model and my goal to focus on how to improve the user experience rather than making design changes. After a few rounds of iterations I came to a good place with the solutions.
Hi-Fi Protoype
Moving forward with the process, I turned my Lo-Fi sketches into Hi-Fi prototypes. Below are the screen comparison showing before and after side by side.
Interactive Prototype
Moving forward with the process, I turned my Hi-Fi prototypes into interactive prototypes. Below is a partial interactive version of the website for evaluation.