Welcome to the world of Logistics 🙂

International logistics is a huge playground with Omni-channels. This project is focusing on the very first part of the logistics business at Wish to improve the time efficiency and overall merchant shipping experiences. 

The following diagram illustrates the scope of this project.

The goal is to make logistics invisible

What we want is to make the pickup smoother, so merchants don’t need to worry about it. While logistics is a complicated routine planning art piece, the user’s main goal is always to get their cargo out fast and safe. We are the one who is behind it and make everything works.

What’s the correct problem to solve?

By interviewing 21 merchants, I found out that the fraction normally comes from the intransparency of the tracking. Merchants had a hard time getting notifications of the tracking status because the handover is offline. The current Wish handover process is tedious with a lot of paperwork, so some merchants use 3rd party shipping products, which would make it harder to get updates of the shipping info too.

So the problem to solve here is to give tracking info of the first-mile pickup and make handover as easy as possible.

By finding out what are the drivers’ pickup behavior and what could be incorporated to make the online process easier, we would be able to make the transition of the cargo easier.

Hypothesis

• The online pickup app will improve the driver’s efficiency & speed
  
• Increased order quantity will attract external drivers
  
• Drivers need details to confirm their pickup packages

3

Field Study

Internal Drivers

• Tend to skip offline paper sign-off process
• Care less about the package details
• Merchants are not always showing up during scheduled pickup
• Pickup multiple orders (large quantity of bags) and transport them back to the warehouse

The larger, the better

Despite how designers like making the screen clean with enough white space and paddings, in this case, our target users said no. In the real world, they don’t have time to read through the tiny text, especially when they are outdoor and driving, which increases the burden and even creates danger for them.

By asking several drivers for feedback, I found out that what they need is a simple enough screen with just enough info to proceed.

A few more iterations after usability testing

Before
Find the right order
Count bag number
Enter merchant handover code

After
Scan merchant QR code
Bag number manual input
Take a picture

Results

The feature has a high acceptance within drivers
Achieved our goal of data transparency

Constrains & Difficulties

Data interaction among different systems
Hard to approach target users
WeChat Mini-Program Framework