Project Overview
Connected Freight TMS (Transport Management System) is a digital solution that aims to streamline and enhance businesses' logistics operations. As a decision-support tool, the system helps to match the attributes and requirements among driver, vehicle and shipments. As a result, the system faced numerous mismatch warning messages due to the mismatches in the attributes and requirements. This leads to user confusion and ineffective feedback. As part of the UX design initiative, the project focused on enhancing the user experience by improving the clarity of the messages.
The Problem Statement
Current warning messages are too technical, making it hard for users to understand the message and how they should go about. Though we do not block users from advancing their course of actions, it will be useful for them to know the cause of the warning and help them make an informed decision, and an option for them to rectify if they want.
User and Audience
• Route planner and Dispatcher
• Logistics and Operations manager
• Fleet and Driver manager
• Customer Success Team
Roles and Responsibilities
UIUX Design
Scope and Constraints
Scope
1. Audit the existing warning messages
2. Gathered feedback from customer success team when encountering the warning messages
2. A/B testing
Constraints
1. Ensure that the meaning and intent of the original messages is not lost
Process and What I did
A/B testing of content
To validate the effectiveness of the redesigned warning messages, an A/B test was conducted with ten participants. The participants were presented with the original and redesigned messages, and their feedback was gathered to assess the improvements in clarity and user comprehension.
Success metrics
Success metrics
• 80% testers/users understand the true meaning of the shortened warning messages
Some challenges faced
1. Not able to send out to actual users.
2. Not everyone participate in the surveys despite sending multiple reminders
From the survey results, users demonstrated better comprehension of Survey B's redesigned warning messages. While the understanding and clarity rate is higher in Survey B than in Survey A, there are still ambiguity in the messages. We further refine the messages to give more context by providing the missing values to the users.
Outcomes and Lessons
The warning messages redesigned has resulted in significant improvements to the user experience within the digital product. Users have provided positive feedback, expressing that the redesigned warning messages are clearer and enable them to understand how to rectify issues or find suitable workarounds. The A/B testings validated the effectiveness of the redesigned messages.
