Background
Following the success of the app’s initial release, we saw an opportunity to further reduce the workload on warehouse staff, who were overwhelmed with email requests. Customers were still submitting inbound and outbound requests manually, causing delays and inefficiencies. To solve this, we decided to expand the app to include request management directly, eliminating the need for email or phone communication.
My Role
As the sole designer, I worked closely with the product owner to define the optimal flow for the request wizards, the primary feature added in this phase. I was responsible for creating the UI and prototypes, driving business presentations, and leading user testing. Additionally, I managed the project handoff, delivering comprehensive design screens, interactive prototypes, and detailed documentation for developers to follow during implementation.
Problem
The existing system required customers to contact the warehouse via email or phone for inbound and outbound requests. Warehouse staff would then manually input these requests into their internal system, which led to inefficiencies and frequent delays. Customers often cross-referenced their inventory in the app before sending these requests, and communication lag led to frustration on both sides.
Customers also had to maintain manual lists of carriers and order templates to meet warehouse submission standards. If a customer didn’t follow the warehouse’s template, this typically resulted in multiple email exchanges before a request was finalized, adding further delays.
Users
Warehouse customers, who previously submitted requests via email, were impacted the most. They often had to manage manual records, ensure templates were correctly filled out, and deal with long wait times for confirmation. The new feature simplified their workflow by enabling them to submit requests directly in the app, reducing errors and providing real-time updates on request status.
Solution
We designed two specific flows—one for inbound requests and one for outbound requests.
- Inbound Requests: This flow allowed users to notify the warehouse of shipments they were sending. Customers could categorize inventory as Tax Paid or Bonded and specify any special storage needs, such as cold storage. The app captured all relevant data, ensuring the warehouse had everything needed to process the inbound efficiently.
- Outbound Requests: This flow enabled customers to request the staging of products for delivery or pickup. Users could select products, see detailed inventory levels, and store delivery details for future requests. This streamlined outbound requests and minimized the need for external tracking.
Both flows included intuitive request wizards, simplifying the user experience while ensuring all necessary data was collected. Our design iterations were based on user feedback and aimed at making the request process as seamless as possible.
Validation
We conducted extensive beta testing to validate the new features. This included both internal testing to ensure system synchronization and user testing with Park Street customers who regularly processed inventory with the warehouse. Feedback confirmed that the request wizards were intuitive, reduced manual effort, and met user needs.
Impact
The new features dramatically reduced manual data entry for both customers and warehouse staff. Customers could now manage their inventory requests directly within the platform, reducing errors and saving time. For warehouse staff, the system automated much of the data entry and provided a clear work queue. Real-time status updates between the warehouse system and the customer platform improved transparency and efficiency.
Next Steps
The next phase will focus on expanding the app’s capabilities further by creating a portal for third-party carriers to schedule deliveries and pickups. This will streamline logistics even more and integrate external partners into the platform’s workflow, improving overall operational efficiency.
