Custom Charge - Courier App
Role:Senior UX Designer
Duration:5 months
Team Size:2 members of the Design team
Skills:UX Research, Design system,
UI Design, Usability testing
Output:High fidelity responsive website &App B2B interface for employees
ROI:Reduction in custom charges processing time: 35%
Reduction in users errors: 20%
Summary/Context
At Parcel Force, we undertook a critical redesign of the custom charges journey, targeting both end-users and internal employees. This strategic project aimed to transform a complex, fragmented process into a seamless, user-centric experience that addressed critical pain points in customs handling and communication.
Challenge/Problem Statement
- Simplifying the intricate custom charges navigation process;
- Creating an intuitive interface for diverse user groups;
- Addressing inefficiencies in customs documentation;
- Bridging communication gaps between users and Parcel Force employees;
- Developing a responsive design that works across multiple devices;
Project phases
1
Discovery
2
Delivery
Conducted six-week research into customs processing through ethnographic studies and interviews with external users and Parcel Force employees. Mapped custom charges journey and identified key friction points.Outputs: Comprehensive user personas; detailed experience journey maps; initial interface conceptualisation and workflow inefficiency documentation.
The delivery phase translated our research insights into a strategically designed, high-fidelity responsive interface. We crafted an intuitive design that simplified the complex custom charges process, creating clear pathways for both users and internal employees.Our approach focused on creating a user-centric interface that reduced cognitive load, provided transparent information, and guided users seamlessly through the customs documentation process. The responsive design ensured consistent, accessible experience across multiple devices and platforms.Two rounds of rigorous usability testing validated and refined our design, ensuring that the final solution met the diverse needs of our user groups while addressing Parcel Force's operational requirements.Outputs: High-fidelity responsive interface design; comprehensive usability testing report; custom charges journey optimisation framework and user experience design guidelines;
Project take aways
- Bridging Service Manager-Technician Gap: Successfully created a unified platform that serves both service managers and technicians, eliminating communication barriers and enabling seamless collaboration across technical and strategic functions.
- Single Dashboard Versatility: Demonstrated that one well-designed dashboard with multiple filtering capabilities can make complex data management both easier and intuitive, eliminating the need for separate tools and interfaces.
- Strategic KPI Implementation: Defined KPIs prominently displayed on the first line of each card serve as executive summaries, keeping service managers informed about overall portfolio and asset performance while immediately highlighting critical alerts.
- Enhanced Work Prioritisation: Enabled service managers to efficiently prioritise their workload, plan resource allocation, and tackle alerts systematically through clear visual hierarchy and actionable data presentation.
- Data-Driven Decision Making: Transformed how renewable energy teams collaborate by converting technical complexity into strategic insights that drive informed decision-making across all organisational levels.