worldwide express

Simple. Fast. Smart. We’re taking the guesswork out of shipping.

how might we questions

1. Understand the current usage of Worldwide Express and also Unishippers software?

2. Gain insights into motivations, needs, and pain points of the Worldwide Express and Unishippers
   customer?

3. Determine key business opportunities to inform an improved and succinct customer experience?

Research Overview

The project kicked off with two research teams.
One senior architect designer and one content strategist as Team A.
One mid-level designer (myself) and one senior researcher as Team B.

Since Worldwide Express never had the chance to performed usability testing or interviewed their current customers, Team A and Team B traveled nationwide to conduct contextual inquiries and gather data entries in order to gain insight on how their customers feel about the existing software and observed how they use the software on a daily basis. We gathered information about the general usage patterns and behavior, pain points with the software, support experiences, workarounds and bottlenecks of customers’ experiences.

Our NextGen Worldwide Tour 2018 - 2019

CONTEXTUAL INQUIRIES (RESEARCH ACTIVITY)

We conducted 90-minute sessions with in-depth interviews and work observations for both External users (Enterprise, Uni-Franchise Customers, A-List and Sales Choice Customers) and Internal users (WWEX Operations, Launch Operations, Launch Inside Sales, Franchise Owners). This allowed us to understand how WWEX/Unishippers employees use their existing software to support customers and how their customers use their existing software to book shipments to carriers and view past orders.

QUANTITATIVE SURVEY (RESEARCH ACTIVITY)

We also fielded a short questionnaire in order to better quantify information about shipping provider awareness, parcel shipping and freight usage behavior, general satisfaction with service ratings, carrier preferences, and technology and feature wants. This was done simultaneously with contextual inquiries.

DATA ENTRIES (DATA SYNTHESIS)

After conducting a total of 53 interviews while traveling nationwide for two months, we accumulated over 3000+ data points and started to collect all the data entries to prep for synthesis activities.

Affinity Diagramming (DATA SYNTHESIS)

After compiling all data entries from the interviews, we assembled and organized them to reveal common issues, needs/wants, and themes. For internal data, we used 10 boards to post data stickies and for external data, we used 15 boards to post data stickies. Once the affinity diagramming was completed, our teams identified 253 opportunites for the new NextGen software.

Wall Walk (DATA SYNTHESIS)

Affinity diagramming took about a month to find commonalities, find opportunities, and write down themes for each section. Our stakeholders collaborated with us to help speed the process faster in completing this data synthesis.

Once the affinity diagramming process was completed, we allowed participants from Worldwide Express to discover and internalize user understanding by going through each white board and reading the data stickies. They had the opportunity to add upon which themes needed immediate attention for NextGen and also provided more details on certain sections.

PERSONAS (DELIVERABLES)

Based finalizing the data synthesis phase of research, we discovered a total of 10 personas and 06 design principles.

DESIGN PRINCIPLES (DELIVERABLES)

1. Use what you know about me

2. Simplify my workflow

3. Raise visibility

4. Extend the experience beyond the desk

5. Guide me

6. Integrate and consolidate

design documentation

A designer teammate and I were in charge of the booking a shipment workstream. We collaborated with the product owner, the program manager, and the CTO of Worldwide Express to get immediate feedback and become synchronized with one another by helping to create an intuitive user flow with consistent visual experience.