B2B Logistics
Create Shipments 50% faster on
Tag-N-Trac Platform
Deep Dive
Tag-N-Trac was built for point-to-point deliveries, but real journeys have multiple stops and transport modes. To track one journey, ops managers had to create a separate shipment for every leg. I redesigned the flow so one journey is one shipment.
Role :
Product design: research, flow redesign, usability testing
Ownership :
Spotted the repeated manual work in support tickets and session recordings, and owned the design from research through testing and iteration.
For :
Operations managers who create shipments daily
Impact (1 month post-launch)
Leg Creation Time:
50% Reduction
Time saved per leg:
4-6 min
Improvement:
+15 NPS & +12% CSAT
Problem
One journey, three shipment IDs
A 3-leg journey took 30-36 minutes to set up. Users re-entered the same details for every leg and had no single view of the journey. These inefficiencies led to wasted operational time, increased support burden, and fragmented visibility across shipment journeys. They had built workarounds: Excel sheets, duplicate template shipments and ST1/ST2/ST3 naming.
CREATE SHIPMENT FLOW BEFORE REDESIGN
Research
Where the time went
Support tickets and session recordings showed the Manifest stage was the highest friction point, because users re-added pallets for every leg. Interviews confirmed users saw one journey, while the system saw unrelated shipments. They had built workarounds: Excel sheets, duplicate template shipments and ST1/ST2/ST3 naming.
USER DUPLICATING AND SWITCHING SCREENS MULTIPLE TIMES
USER INTERVIEW AND SUPPORT TICKETS
Solution
Plan the whole route in one flow
We introduced Multi-Leg Shipment Creation , a single unified flow where users plan the complete route end-to-end, defining all stops and transport modes within one shipment record.
Edge cases & enhancements
Built for real-world use
Adaptive tracking inputs:
Each mode needs different details: Tracking Number for road, AWB for air, BOL for ocean. The form shows the right fields based on the selected mode.
Route Templates:
Users repeated the same routes weekly, so they can create and save a route as template and auto-fill all stops in one click.
Asset Groups:
Users can now add predefined collections like “Medical Crates” to the manifest at once rather than one by one, which removed the most tedious step and the highest friction point.
Testing
What users got stuck on
Usability testing on UserQ found three things. Disabled fields looked like errors, so I replaced them with static text and a tooltip. The grayscale map was hard to read, so I switched to a colour-coded route. I also tested 3 layouts for the leg card.
DISABLED FIELD CAUSED UNCERTAINTY
GREYSCALE MAP MADE ROUTES HARD TO READ
TESTING LEG COMPONENT LAYOUT
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Designed & Build by Sourav