22% of 3PL software users are pissed by poor design. In our June 2024 research, we analyzed 300 reviews of the four most popular order fulfillment platforms on G2 and Capterra.
We found that users are frustrated with the interface, desiring more customization options and flexibility in the UI to better fit their workflows. We also noticed an emerging trend of complaints specifically related to issues with B2B shipments.
% of complaints revolve around the usability of the interface
% of users mention UI requires a steep learning curve
As we have experience with logistics software design, we’re going to share the lessons learned in this post. They are based on a real project and include screens of our documents and boards in Figma.
A founder of various eCommerce and logistics companies reached out to us to design their 3PL software platform from scratch. They had a crystal-clear vision of how this platform should add user value. Picture this: automated fulfillment process, ability to pay for what you really use, and less time spent on navigation.
Less time spent in the logistics app means that the core challenge here is to achieve simplicity. As much as we love to simplify, simplify, and simplify again, you can't fully achieve it in fulfillment management.
For us, simplicity means streamlined workflows, reasonable customization, and clear data presentation.
Starting with research can be broken down into three key areas: service blueprint, competitor research, and user interviews.
Before jumping on a call with users, it’s valuable to understand workflow intricacies tied to the platform. There are always many things to be discovered during this process.
It’s more difficult to start with a big picture, though more rewarding, too. You can create a blueprint first, then interview users, edit the blueprint, make new observations, interview it, and be agile when it comes to a holistic overview of the system.
By mapping out the entire service, a service blueprint can highlight inefficiencies, pain points, and areas for improvement across the entire logistics process, not just the user interface. This can lead to more strategic and impactful design decisions.
It also helps visualize complex interactions between multiple systems, processes, and stakeholders, making it easier to identify dependencies, potential bottlenecks, and areas that require special attention.
The goal of competitor UX evaluation is to identify their strengths and weaknesses from a usability and accessibility perspective. This has allowed us to set industry standards, establish reference points, and avoid mistakes while designing our solution.
For instance, although ShipMonk is generally good software, it still faces significant issues that impact the usability and accessibility of the product. Key problems include small font sizes, poor contrast, and ineffective usability for filters and form-filling patterns.
Through this process, we aimed to surpass our competitors in functionality and usability. The competitor analysis revealed 22 UX issues that we wanted to solve and highlighted two standout practices that we were going to implement.
Once you identify primary users and stakeholders, it’s time for user research. What worked best for us was inviting small business owners who have been using multiple software tools for local and international orders.
Here's the text to invite people on interview:
Subject line: We’d love your feedback on [Platform]
Hi [Name],
Your feedback on [Product] can help us improve it for you and others. It takes just 30 minutes, and I promise to keep it brief. As a small token of gratitude, I'll send you an Amazon eGift voucher :)
Interview details:
Thanks a ton for consideration.
Warmly,
[Your Name]
[Position]
[Contact Information]
And below are the question to ask during the interview.
Once we gathered user insights, we were able to analyze key pain points.
Two major issues could be easily solved by our client’s product. We’re talking about ship mapping for local and international orders and a dashboard that provides a comprehensive overview of hundreds or thousands of orders.
This feedback led us to create a clear filter structure to make handling international orders as straightforward as local ones. This way, customers who use multiple tools could access what our product offers in one package.
An effective shipping management software must include essential features that streamline operations and improve efficiency. Here are the key features, along with some good and bad practices.
Good practices:
Bad practices:
Accurate inventory management is vital for preventing stockouts and overstocking. The software should provide real-time updates on inventory levels, enabling users to make informed decisions about stock replenishment and order fulfillment.
Good Practices:
Bad Practices:
Good practices:
Bad practices:
A well-defined visual hierarchy is essential for guiding users' attention to important elements and actions. This involves maintaining a clean and organized layout with a logical flow that ensures intuitive and efficient navigation.
In addition to visual hierarchy, choosing the right typography is crucial for enhancing readability and user engagement. Fonts should be legible and appropriately sized, with a clear distinction between headings, subheadings, and body text. This ensures a cohesive and enjoyable user experience.
Consistent color schemes and branding create a cohesive look and feel. Colors should align with the brand identity and be used strategically to highlight important information and guide user actions. Avoid using too much blue, as it's overused in this industry.
Icons and graphics enhance visual communication and make the interface more engaging. They should be intuitive and complement the overall design, providing visual cues that help users understand and navigate the software.
Everything we’ve mentioned in this post is achievable within three months. This platform was designed from the ground up and was ready for development without any additional edits. This was possible thanks to the quality service blueprint, which was fundamental in understanding how the product works and how it can deliver value to users.
When designing shipping management software, it’s better to invest in the research phase at the beginning. It will pay off.
What is the most important feature for UX in shipping management software?
What are the common UX mistakes to avoid in shipping management software?
How do you ensure cross-platform compatibility?
Ensuring cross-platform compatibility involves designing a responsive interface that adapts to different devices and screen sizes and conducting thorough testing across various platforms and browsers. ShipStation is an excellent example, providing seamless functionality across desktops, tablets, and mobile devices. Their development team employs a mobile-first design strategy and uses tools like BrowserStack for extensive cross-browser testing. According to Statista, mobile devices accounted for 53.42% of global website traffic in the 4th quarter of 2023.
What are the best practices for performance optimization?
Best practices for performance optimization include minimizing load times, efficient database management, and continuous monitoring and updates to maintain optimal performance. For example, NetSuite employs caching strategies, database indexing, and asynchronous loading techniques to enhance performance. Their continuous performance monitoring setup alerts the development team to any degradation, ensuring swift resolutions. Google research indicates that a one-second delay in mobile load times can impact conversion rates by up to 20%, making optimization critical.
How can emerging technologies enhance UX in shipping management software?
