Delivery Operation Quality Dashboard
Freed from the intricate process of analysing the quality of orders delivered, helping managers to evaluate delivery operation quality performance relative to KPIs.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the company's views.
My Roles
User Research
UI/UX design
Design Strategy
Prototype
Duration
Apr - Jun 2023
Team Members
Product Owner
Delivery Manager
2 Developers
Tools Used
Figma
Miro
Qualtrics
Google Meeting
What is our Product and How it works?
Delivery Operation Quality Dashboard assisting stakeholders in evaluating delivery operation quality performance
Simply put, this is an operational dashboard assisting executives in monitoring and evaluating the delivery operational quality towards KPIs. It consists of a stand-alone website designed for Regional Representative and Regional Operators to monitor and evaluate the delivery quality towards KPIs.
Business context
The Delivery Operation Quality
In the context of our delivery operations, we have identified 3 critical departments that collectively shape our delivery quality: procurement, material delivery, and revenue management.
All three departments utilize a unified order management platform, facilitating global request submission and comprehensive order lifecycle monitoring. We also export and analyze platform-recorded data to assess distribution-related KPIs. This proactive monitoring helps us identify improvement areas, make data-driven decisions, and enhance delivery operations' quality and efficiency.
Currently, as order volume grows, analysis time also increases. Thus, there's a need to streamline the process of KPIs analysis for improved efficiency and support stakeholders.
Raise Order
Requests
Online Order
Management
Platform
Procurement
Material
Delivery
Revenue
Challenges
A design-driven project facing users with diverse expertise from 2 different hierarchical levels
The project, initiated by a senior leader, aimed to enhance managers' data analysis efficiency and reduce labour costs through digital transformation. Our team's mission was to understand the operational work and KPI requirements across three departments and 2 hierarchical levels, enabling us to design and implement an application promptly and to satisfy the design goal.
The project presented 3 main challenges:
•
Users with extensive expertise in their respective fields.
•
Tailoring the design to cater to users across 2 different hierarchical levels.
•
Navigating a tight project timeline.
User research
Targeted user roles
Users on different hierarchical levels with varying objectives
There are 2 key user roles relevant to the delivery quality towards KPIs across the 3 departments:
•
Regional Representative - tactic level
•
Regional Operator - operational level
Open-ended questions and Contextual Inquiries
Initial user research to fill potential knowledge gap
The project commenced with both the product team's expertise gap and the users' hectic work schedules. To address this, our initial step involved collaborating with the company's training department to gain insights into users' daily responsibilities and the organization's internal structure. This enabled us to tailor precise open-ended questions for 16 participants that swiftly unveiled the users' technical or business requirements.
We gathered and analyzed responses to compile an initial list of key operational quality KPIs, including Request Quantity, Job Digitisation Ratio, Urgent Request Ratio, and First Time Passed Ratio, while also identifying the requirements of technical users across two distinct hierarchical levels.
Contextual Inquiries for a deeper, granular understanding
Given the users' extensive expertise and the project's time constraints, I opted to conduct in-depth contextual inquiries with 5 users representing various departments and hierarchical levels. This approach allowed us to gain insights into their daily execution processes for analyzing delivery operational quality metrics, as well as their specific needs and preferences.
Below are the records of the contextual inquiries:
User Persona
Meet Region Representative and Regional Operator
After integrating the responses to the open-ended questions and the contextual inquiries, we developed a list of motivations and user tasks for the regional representatives and operators.
Scope of information
Leveraging available data & contents
Collect sample data
While comprehending users' needs and capturing their daily job duties and workflows, it was essential to grasp the scope and format of available data. I contacted all 3 of our departments for documentation of sample data. This includes:
•
Total requests from 3 departments
•
Delivery Operational Quality measurements towards 3 KPIs
•
Problem-type modelling for Failed First Time Passed
Align data metrics with dimensions
From the documentation provided by 3 departments, we arranged data metrics against relevant dimensions, which gave us a clear idea of the available scope of our data and the rationale behind data processing. Below are some snapshots of the data arrangement.
Scoping our design
Select the most relevant metrics against dimensions & choose the optimal method of visualization
To ensure that the data visualisation has a clear and logical structure, with the help of the Regional Representatives we have outlined a combination of key indicators to help users make business decisions.
What do we want to design?
Prototyping
Stand-alone operational dashboard with data authority control
Based on the results of our user study, Regional representatives and Regional operators are concerned with the overall situation and trends in delivery quality 3 departments and the delivery quality of orders in 1 specific department, respectively. We designed a standalone analytics dashboard with data permission control that allows Regional representatives to view data on KPIs related to the 3 departments and Regional operators to view data related to a specific department.
Final Design
Visually appealing data visualization to hold audiences' attention & effectively convey information
Aesthetically correct presentations can increase user engagement, create a more positive perception of the information presented, increase the acceptability of the visualized data and increase trust.
