Problem Statements
In Truck Lagbe, most of the customer care executives use phone calls and their personal Excel sheets to manage trucks for shippers. It takes 20 minutes to arrange a truck for a shipper, most trips are cancelled for that reason.
Responsibilities
Collect User Interviews and Insights, Wireframe and UI
Solution
Create a one-screen trip webpage for customer care executives and help them manage a truck within 5 minutes.
Team Size
12
Role
Product Designer
Key Stakeholders
- VP of Product
- Product Designer
- Operations Manager
- Growth Team
- Customer Care Executives
Tools
Figma
Time
4 Months
Design Process
I used a five-step design process, a collaborative method for creating effective solutions to solve the user's pain points.
User Insights
Attitudinal Insights
User Persona
User Journey
Wireframe
Users can log in with their email. In the request section, they'll find a list of all available trips. They can easily find what they're looking for by filtering by pick-up or dropoff location, or truck type. Users can also look up trips by Trip ID or the shipper's phone number. When they choose a trip, they'll see a list of bids from truck drivers and details about the shipper. Users can then assign a suitable truck based on the shipper's needs.
User Test Summury
During the user testing phase, we had 10 participants use the wireframe to evaluate its usability and functionality. The users were given the following tasks to complete:
- How do you assign a 12-foot & 3-ton truck to a shipper who has made a request from Chittagong?
- How do you find the active trip from the list?
Overall, the user test was effective, with users finding the interface intuitive and easy to navigate. 85% of tasks were completed successfully on the first attempt.
However, there were a few areas of confusion. Several users had difficulty locating the 'Active Trip' option from the filter, and some faced issues with the UX copy.
Design System
Components
Final UI
Core journey of managing a truck for a shipper within 5 mins.
Impacts
There are over 15 customer executives in Truck Lagbe. Each day, they manage more than 15 trips. Previously, it took approximately 20 minutes to arrange a truck for a shipper. Currently, it only takes 5-7 minutes to manage a truck. It saves around 15 minutes for each executive, totalling 3.75 hours per day.
