Logistics & Freight Forwarding ERP Software
UI/UX Revamp
User Research
Competitor Research
Wireframing
Prototyping
Design System
Disclaimer: Due to NDA, only selective details are disclosed.
One logis solutions is a Singapore-based logistics and freight forwarding solutions provider. And C-Frt is their desktop-based ERP software for freight forwarders to document and automate their various business processes starting from customer records to accounting and inventory management.
This project aimed to revamp their C-Frt system to accommodate the changing need of the business and the existing customers.
RESEARCH
UX Audit
UX Audit was conducted figure out the existing interface and userflow issue the existing system was having.
This also allowed me to familiarise myself with the userflow of the system.
UI issues such as:
Using pop-up on pop-up
Inconsistent use of terms
Error messages that are too technical
Indirect User Research
General demographic of the users were gather from the support team who is in close contact with the users.
DEFINING PROBLEM
Business Problem
The current desktop-based system limits scalability, accessibility, and competitive edge. Transitioning to a web-based platform is essential to leverage cloud technology, improve operational efficiency, and remain competitive in an evolving market.
Users' Problem
The existing software interface is cluttered and lacks intuitive navigation, making it challenging for new users to understand how to use the system effectively. Even experienced users struggle with the confusing UI, leading to inefficiencies and frustration in daily operations.
PROTOTYPE
Userflow & Information Architecture Revamp
Userflow and Information Architecture was revamped to match with the users' mental model and their actual workflow
Userflow
Design iteration
Guerrilla usability testings were informally conducted as part of conversation through business development visits and business support visits. During those visits, the users were also asked to try out the Figma prototype of the revamped system.
Major findings:
Finding 1: Users’ process flow differs from the process flow offered by the system
Finding 2: The processes are not intuitively connected; each step is located under a different menu tab
Finding 3: Users prefer to see everything on one screen with minimal scrolling
Additionally I conducted quantitative UX analytics where I collected metrics, such as field completion rates and the authenticity of the field values based on past data, to identify the repeating and unused fields. This allowed to me reduce the form length and make it more concise.
Master Job
Booking
Master Job and Booking are redesigned to be accessible under one tab; eliminating the repeating field and process sequence confusion. Additionally text fields are redesigned to accommodate more field within a screen vertical height.
REFLECTION
Restrictions
Users are extremely busy individuals, and it was impossible to schedule user interviews exclusively. So, I joined business development visits and familiarised myself with the support team, which allowed me to interact with users and seize opportunities to identify their pain points.
Lessons learned
In this project, I learned the flexibility and extensiveness of a UX designer could do in order to uncover the users' pain points.
A lesson I would take to my future projects is that, despite the informality in the test setting, the test sessions can still be fairly structured and test results can be more reliable with intentional prompting and well-organised data recording.
