The business was moving from a sales model where the driver collects the orders and fulfils them to a model where the orders are collected by the business directly through a call center with orders being routed to the drivers for delivery. This project aimed at changing the driver from a sales person to a delivery person thus giving the business more control over the customer acquisition and sales processes.
The goals of the project were:
This web dashboard is used by:
Bio
Age: 23
Tech savviness: High
About
Mildred received customer orders through telephone calls placed through the company hotline. She and her two dozen colleagues place the order on behalf of the customer on the Proto OS dashboard which are then automatically dispatched to Pro Driver (See different case study) for delivery.
User needs
Insights from user research
Bio
Age: 28
Tech savviness: Mid
About
Stacy’s job is to supervise the delivery drivers and ensuring that they fulfil their orders. She typically will be allocated about 20 drivers who she monitors and provides support to.
Her day to day work involves
User Needs
Insights from user research
Bio
Age: 31
Gender: Male
Tech savviness: High
About
Abas’ work entails ensuring that all the sales are reconciled with the payments that are received. When there are challenges with the payments or if an order is not complete for any reason, he would need to have visibility on what went wrong and correct it on the system.
User pain points
Insights from user research
The trip page is accessed by all of the user personas with controls placed on what each user persona can see. This therefore required modular design that would allow some things to be hidden without leaving the page looking distorted.
The distribution point page allows several types of users to understand what is happening in each distribution point at any one time. The page gives users realtime data on each distribution point enabling them to make decisions and plan.
The order page allows for each user type to get information quickly without scrolling a lot. The use of cards with tabs allowed that the use could see a lot of information without scrolling or being overwhelmed by the sheer volume of information.
The all trips page gives a user the chance to view a list of all the trips, their assignment and their current status so that they can make the decision on the next action they will take.
This is one of the steps that a customer care agent would take when placing an order for a customer they are speaking with on the phone. The process of creating an order is designed to be easy and fast while preventing the user from making errors.