How I helped enhance the enterprise service experience
In mid-2023, I joined the GOGOX enterprise theme to help identifying potential opportunities and enhancements of these products for both users and business perspectives.
In mid-2023, I joined the GOGOX enterprise theme to help identifying potential opportunities and enhancements of these products for both users and business perspectives.
GOGOX started expanding their business to the enterprise segment at 2022 and built the TMS products to fulfil business needs.
GOGOEnterprise is a corporate users oriented product that target customers who have a high delivery order volume and have a need of a product that allow them do order management, monitoring etc.
Took the lead in driving the first-ever user research project for the enterprise team by partnering with our sales and corporate teams
Consolidated problem briefs, identified and transformed various problems into concise briefs working along with project managers
Delivered high quality designs based on business requirements, users/internal feedbacks and research insights
Product manager x 2
Product Designer x 1 (Me)
Frontend engineer x 12
Backend engineer x 1
Within 2 months, I phone interviewed enterprise clients and have regular catch-ups with enterprise ops team from 4 countries (Hong Kong, Singapore, Vietnam, India) to stay close with the end users.
1. To improve order tracking experiences for both customers and internal staffs
2. To enhance order import experiences to reduce the workload of internal staffs
3. To increase platform reliability on providing route optimisation and ETA estimation
Dashboard
A dashboard design that presents an overview of order progress with visual approach to ease the order tracking with overwhelming number of statuses.
Customers can easily access and get updates regarding their deliveries, also, benefits the business by reducing customer inquiries and increasing customer satisfaction.
Order Import
Enhanced the existing feature to cater the bulk import requirements for large order volume enterprise customers.
Customers no longer require staff assistance for importing orders on a daily basis that streamlining the process and reduced dependency on additional operational resources.
Map Tracking
Implemented a system to keep customers stay informed on the order status and provide real-time information on the drivers' location that effectively arrange their scheduled delivery.
It reduced the number of inquiries regarding the driver's location and arrival time. Additionally, provides valuable driver distribution insights to staff manage the platform operation by investigation and address potential delivery delays promptly which improved customer satisfaction.
Automated Notification
Enhanced order status updates to stakeholders, reducing the need for offline communication between senders and recipients, or different departments in an enterprise.
Jobs Overview
Implemented an overview header that visualised the progress of orders, providing couriers with a convenient tool to track their daily jobs and stay updated.
This feature allows couriers to monitor their progress effortlessly, significantly reducing the likelihood of missing any important updates or exceptions.
Barcode Scanning
Enhanced the feature to meet the highly demanding needs of bulk import for customers with large order volumes.
Design System with MUI components
The above features are designed with utilising the MUI components to build our themed design system
Design System with MUI components
The above features are designed with utilising the MUI components to build our themed design system