Team

1 Technical Program Manager

1 Senior Product Manager

3 Software Engineers

1 UX Designer

Role

Senior UX Designer

User Research, Usability testing, Prototyping, Interaction, Visual design

Background

The current flow management and intraday capacity management (number of customer orders a site can handle) processes at the Sub Same Day (SSD) building involve a mix of manual and automated methods. The processes are critical for customer satisfaction, SSD costs, and capacity management. However, the current state of these processes has several issues, including challenges in optimizing flow management and executing intraday capacity management. The Central Operations team manually generates plans ten times per day, and SA is generated up to an additional seven times per day when injection trailers arrive, totaling seventeen generations per day. Regeneration of plans several times per day in response to exception scenarios from automated triggers or operators adds to the complexity of the processes.

Process

Existing Tool

User Research

Contextual inquiry sessions were setup for a week with planners and on-site leaders. My research was focused on:

• Understanding FC operation and different process path
• Planners' responsibilities
• Day-to-day tasks performed by planners
• Elements of a good plan

Insights/Opportunities