File Damage Report Flow
Project overview
The Product
The Damaged Delivery reporting web application is a solution designed for a logistics company to streamline the process of reporting and managing damaged deliveries. It provides an efficient and user-friendly way for customers and staff to report damages, track the status of the claim, and communicate with the company. *This project is concept
Project Duration
January 2023
The problem
Current damaged delivery reporting processes lack accessibility, options for explaining the damage, and multilingual support.
The Goal
To create a user-friendly and accessible web application for reporting damaged deliveries that allows users to easily submit reports without requiring an account, provides clear visual representations of the reporting process, and supports multiple languages and screen reading technologies.
My Role
UX designer. As such I design a the app from concept to delivery
Responsibilities
Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs. Documenting design process and prepare stickers sheets.
User Research Summary
During the user research phase, some pain points were identified related to the current process of reporting damaged deliveries. Users expressed frustration with the lack of options for explaining the damage, particularly the inability to provide video evidence. There were also concerns regarding the need to create an account in order to file a report, and the lack of visibility into the status of the report and the deadline for resolution. Additionally, users reported difficulty in using their phones to file reports. These pain points were identified through several interviews conducted with members of the target audience.
No Account
Users cannot file a report without an account and cannot use social media logins.
Status Information
Users lack the necessary information on report status and resolution deadlines.
Video Upload
Users claim limited options for explaining the damage, such as the inability to upload videos.
Accessibility
Users face issues using their mobile devices - phone and tablets to file reports.
Personas
Maria's Problem Statement
Maria is a working mom, who needs to track her report status, because she need her stove asap.
Chris's Problem Statement
Chris is a cleaner, who needs to apply his report on suitable for him time on his computer, because he has a low vision.
User journey map
Maria's Journey Map
Mapping Maria’s user journey revealed how helpful it would be to file a damage claim without account registration and to have a clear status indication or dedicated page for it.
Chris' Journey Map
Mapping Chris’ user journey revealed how helpful it would be for users to have different file format to claim the report and to have mobile version of teh application.
Informational Architecture
Main User Flow
Goal Statements
My app will give users the opportunity to file a report without creating an account, and register by using their social media profiles, which will benefit busy people and speed up the reporting process, making it more efficient.
I will measure effectiveness by comparing the numbers of filed reports with and without the option to upload a video for explaining the damage.
My application will give user opportunity to check their report status by visual representation of the reports, its steps in the process and its duration. This will help users to follow their report and have clarity on what comes next and when to expect resolution.
I will measure effectiveness by analysing how many return of each user weh have on the status page.
My app will give users the opportunity to explain the damage with video, images, voice messages, and text, which will help them better articulate the issue and save them time.
I will measure effectiveness by analyzing and comparing the usage of each method.
My application will be available on both desktop and mobile devices, ensuring accessibility for all users, especially those with disabilities who may find it difficult to use small screens on mobile devices.
The effectiveness of this feature will be measured by analyzing the distribution of device usage among users.
My app will allow users to select their preferred language, which will benefit non-native English speakers by providing them with the ability to switch between multiple languages.
I will measure effectiveness by analyzing which languages are most frequently used and how often users switch between them.
Digital wireframes
Low-fidelity prototype
Usability studies
Digital Wireframes
As the initial design phase continued, I made sure to base screen designs on feedback and findings from the user research.
Uploading different file formats was an essential that will give the user opportunity to explain better the damage.
Low-fidelity Prototype
Using the completed set of digital wireframes, I created a low-fidelity prototype. The primary user flow I connected were to claim a damage report with uploading video.
Usability Study Parameters
Study Type
Unmoderate usability study
Location
Bulgaria, Remote
Participants
3 participant
Diration
20-30 minutes
Usability Study Findings
Findings
Users appreciated the option to include multiple types of media to better explain the damage, but struggled with medias only form devices and not from cloud storage
Users need a quick and easily accessible way to check the status of their report without having to navigate through multiple pages or menus.
Users find it confusing when the same information is requested multiple times during the report filing process, leading to frustration and potential errors.
Mockups
High-fidelity prototype
Sticker Sheet
Accessibility
Hi-fi Mockups - Native Mobile App
Moving from wireframes to mockups allowed us to add more visual details and address some of the usability issues identified in the user testing, such as providing a quick button to check the status of a report and simplifying the steps required to complete the report.
Key Mockups - Desktop
Mobile Mockups
Sticker Sheet
I created a sticker sheet that includes consistent design elements such as colors, fonts, buttons styles, and other UI components to maintain a cohesive visual identity throughout the application.
High-fidelity Prototype
The final high-fidelity prototype presented cleaner user flows file a damage claim and check claim status. It also met user needs for an video upload damage explanation also, voice recording.
Accessibility Considerations
Provided access to users who are vision impaired through adding alt text to images for screen readers.
Used icons to help make navigation easier.
Refined the color to make sure we cover the contrast standards.
Make sure all colors cover the contrast standards.
Takeaways
Next Steps
Takeaways
Impact
The implementation of the designed damaged delivery reporting flow is expected to have a positive impact on user experience by providing a more efficient and user-friendly process for reporting and resolving damaged deliveries.
What I learned
I have learned that even though the project may appear to be a simple task of filing a damage report, the research and emotional mapping revealed numerous problems that needed to be addressed. However, the final solution covered all the pain points and provided a seamless user experience.
Next Steps
Conduct a usability test for the full application design to ensure that it is user-friendly and meets the needs of the logistics company and its users.
Implement a system for real-time updates and notifications for report status, so that users can receive immediate feedback on their submitted reports.
Explore the possibility of integrating machine learning algorithms to automatically assess the severity of reported damages and suggest appropriate solutions, in order to further streamline the reporting and resolution process.
Thank you!
Thank you for your time reviewing my work on this project. If you’d like to see more or get in touch, my contact information is provided below.