Internship
Routes Dashboard
Designed and shipped a net-new internal dashboard empowering Operations team to efficiently monitor last-mile delivery drivers and routes.
Internship
Routes Dashboard
Designed and shipped a net-new internal dashboard empowering Operations team to efficiently monitor last-mile delivery drivers and routes.
Internship
Routes Dashboard
Designed and shipped a net-new internal dashboard empowering Operations team to efficiently monitor last-mile delivery drivers and routes.
Timeline
6 months
Jun-Aug 2023
Jun-Aug 2024
Company
Shipt
Role
Product Designer
Team
Walt, Product Manager
Katie, Data Analyst (user)
Timeline
6 months
Jun-Aug 2023
Jun-Aug 2024
Company
Shipt
Role
Product Designer
Team
Walt, Product Manager
Katie, Data Analyst (user)
Timeline
6 months
Jun-Aug 2023
Jun-Aug 2024
Company
Shipt
Role
Product Designer
Team
Walt, Product Manager
Katie, Data Analyst (user)
Context
Bridging digital and real-world operations: Enhancing Shipt’s last-mile delivery
Shipt's delivery service relies on gig drivers to claim routes, show up on time to the Target warehouses, pick up the packages, and deliver to customer's homes.
In summer 2023, I worked on a dashboard to help the Operations team work manage delivery routes more efficiently. In summer 2024, as a return intern, I iterated on the tool once it had been launched.
Context
Bridging digital and real-world operations: Enhancing Shipt’s last-mile delivery
Shipt's delivery service relies on gig drivers to claim routes, show up on time to the Target warehouses, pick up the packages, and deliver to customer's homes.
In summer 2023, I worked on a dashboard to help the Operations team work manage delivery routes more efficiently. In summer 2024, as a return intern, I iterated on the tool once it had been launched.
Context
Bridging digital and real-world operations: Enhancing Shipt’s last-mile delivery
Shipt's delivery service relies on gig drivers to claim routes, show up on time to the Target warehouses, pick up the packages, and deliver to customer's homes.
In summer 2023, I worked on a dashboard to help the Operations team work manage delivery routes more efficiently. In summer 2024, as a return intern, I iterated on the tool once it had been launched.
Problem
No visibility on the status of gig delivery drivers
Shipt operations are complex, large-scale, and lack visibility.
Problem
No visibility on the status of gig delivery drivers
Shipt operations are complex, large-scale, and lack visibility.
Problem
No visibility on the status of gig delivery drivers
Shipt operations are complex, large-scale, and lack visibility.
35,000
packages shipped daily
35,000
packages shipped daily
35,000
packages shipped daily
11
warehouses across the US
11
warehouses across the US
11
warehouses across the US
700
daily gig drivers
700
daily gig drivers
700
daily gig drivers
Design Question
How might we monitor shipping routes and drivers more efficiently?
How might we monitor shipping routes and drivers more efficiently?
How might we monitor shipping routes and drivers more efficiently?
Solution
A dashboard with real-time updates on routes and drivers to ensure timely deliveries.
Internal Notes allow users to record changes made to a retailer's data pipeline.
Solution
A dashboard with real-time updates on routes and drivers to ensure timely deliveries.
Internal Notes allow users to record changes made to a retailer's data pipeline.
Solution
A dashboard with real-time updates on routes and drivers to ensure timely deliveries.
Internal Notes allow users to record changes made to a retailer's data pipeline.
Uncovering the Who, what, where, why, and how
Research
Uncovering the Who, what, where, why, and how
Research
Uncovering the Who, what, where, why, and how
Research
WHO ARE THE USERS?
Empowering Shipt's last mile delivery operations team
👤 Ops Specialist
Primary user group.
Objective: track routes to ensure they're delivered on time.
Interacts with detailed data to closely monitor routes and drivers.
👤 Ops Managers
Secondary user group.
Objective: develop business strategy.
Interested in higher-level data.
WHO ARE THE USERS?
Empowering Shipt's last mile delivery operations team
👤 Ops Specialist
Primary user group.
Objective: track routes to ensure they're delivered on time.
Interacts with detailed data to closely monitor routes and drivers.
👤 Ops Managers
Secondary user group.
Objective: develop business strategy.
Interested in higher-level data.
WHO ARE THE USERS?
Empowering Shipt's last mile delivery operations team
👤 Ops Specialist
Primary user group.
Objective: track routes to ensure they're delivered on time.
Interacts with detailed data to closely monitor routes and drivers.
👤 Ops Managers
Secondary user group.
Objective: develop business strategy.
Interested in higher-level data.
Painpoints
Data overload and inefficient current tools
From shadowing the Ops team, I discovered 2 main pain points.
Painpoints
Data overload and inefficient current tools
From shadowing the Ops team, I discovered 2 main pain points.
Painpoints
Data overload and inefficient current tools
From shadowing the Ops team, I discovered 2 main pain points.
⏰
Manual process
Ops Specialists need to comb through large amounts of data to make decisions which takes a lot of time.
⏰
Manual process
Ops Specialists need to comb through large amounts of data to make decisions which takes a lot of time.
⏰
Manual process
Ops Specialists need to comb through large amounts of data to make decisions which takes a lot of time.
🔨
Scattered tools
The current workflow spans across different tools like Slack, Shipt internal tools, Snowflake, and Google Sheets which overwhelms users with too much data.
🔨
Scattered tools
The current workflow spans across different tools like Slack, Shipt internal tools, Snowflake, and Google Sheets which overwhelms users with too much data.
🔨
Scattered tools
The current workflow spans across different tools like Slack, Shipt internal tools, Snowflake, and Google Sheets which overwhelms users with too much data.
Automated Slack alerts are not useful because the data is not real-time and repetitive.
User painpoint
"The current tools are effective in that we can typically find what we're looking for. In terms of it being efficient - it's not."
User painpoint
"The current tools are effective in that we can typically find what we're looking for. In terms of it being efficient - it's not."
User painpoint
"The current tools are effective in that we can typically find what we're looking for. In terms of it being efficient - it's not."
User journey
A day in the life of an Ops Specialist
An Ops Specialist's goal is to move the routes through the different stages and get routes delivered on time. This journey map allowed me to analyze their decision making process to better understand the use case of the dashboard.
User journey
A day in the life of an Ops Specialist
An Ops Specialist's goal is to move the routes through the different stages and get routes delivered on time. This journey map allowed me to analyze their decision making process to better understand the use case of the dashboard.
User journey
A day in the life of an Ops Specialist
An Ops Specialist's goal is to move the routes through the different stages and get routes delivered on time. This journey map allowed me to analyze their decision making process to better understand the use case of the dashboard.
Card sorting
What data is important?
I facilitated a card sorting activity to decide which data is most important to display.
Method: card sorting
Participants: 4 (2 Operations Mangers, 2 Operations Specialists)
Result: 6 data points to be shown on the dashboard
Card sorting
What data is important?
I facilitated a card sorting activity to decide which data is most important to display.
Method: card sorting
Participants: 4 (2 Operations Mangers, 2 Operations Specialists)
Result: 6 data points to be shown on the dashboard
Card sorting
What data is important?
I facilitated a card sorting activity to decide which data is most important to display.
Method: card sorting
Participants: 4 (2 Operations Mangers, 2 Operations Specialists)
Result: 6 data points to be shown on the dashboard
Number of orders
Number of orders
Number of orders
Number of routes
Number of routes
Number of routes
Number of drivers
Number of drivers
Number of drivers
Cost of incentive pay
Cost of incentive pay
Cost of incentive pay
Route reschedules
Route reschedules
Route reschedules
Route sizes
Route sizes
Route sizes
V1 iterations
Wireframes to hi-fi prototype
With an understanding of the user flow and a set of metrics to display, I started the designing phases beginning with wireframes and gradually increasing fidelity.
V1 iterations
Wireframes to hi-fi prototype
With an understanding of the user flow and a set of metrics to display, I started the designing phases beginning with wireframes and gradually increasing fidelity.
V1 iterations
Wireframes to hi-fi prototype
With an understanding of the user flow and a set of metrics to display, I started the designing phases beginning with wireframes and gradually increasing fidelity.
Designing through feedback loops
Design deep dive
Designing through feedback loops
Design deep dive
Designing through feedback loops
Design deep dive
Displaying metrics
Goal
Organize data to make it meaningful.
Solution
The metrics layout ensured that the most important data points are shown in a way that is useful and actionable for users.
Displaying metrics
Goal
Organize data to make it meaningful.
Solution
The metrics layout ensured that the most important data points are shown in a way that is useful and actionable for users.
Displaying metrics
Goal
Organize data to make it meaningful.
Solution
The metrics layout ensured that the most important data points are shown in a way that is useful and actionable for users.
Visualization techniques
Goal
Use different channels to convey information
Solution
I used color and size to as data visualization channels. This allows users to quickly gauge the warehouse and route statuses.
Visualization techniques
Goal
Use different channels to convey information
Solution
I used color and size to as data visualization channels. This allows users to quickly gauge the warehouse and route statuses.
Visualization techniques
Goal
Use different channels to convey information
Solution
I used color and size to as data visualization channels. This allows users to quickly gauge the warehouse and route statuses.
User Testing
Gathering feedback after launch
For version 2.0, there were specific needs that I had to address:
Further integration with current workflow would increase efficiency
Visual elements need to be changed for accessibility
User Testing
Gathering feedback after launch
For version 2.0, there were specific needs that I had to address:
Further integration with current workflow would increase efficiency
Visual elements need to be changed for accessibility
User Testing
Gathering feedback after launch
For version 2.0, there were specific needs that I had to address:
Further integration with current workflow would increase efficiency
Visual elements need to be changed for accessibility
Workflow integration
Goal
Users need to take actions on specific routes.
Solution
Make the bars interactive to allow users to drill down to route level in a table format.
Workflow integration
Goal
Users need to take actions on specific routes.
Solution
Make the bars interactive to allow users to drill down to route level in a table format.
Workflow integration
Goal
Users need to take actions on specific routes.
Solution
Make the bars interactive to allow users to drill down to route level in a table format.
Increasing accessibility
Goal
Make the colors more accessible for color-blind users.
Solution
Colors needed higher contrast. I also expanded to using purple and green to match the statuses to user mental models.
Increasing accessibility
Goal
Make the colors more accessible for color-blind users.
Solution
Colors needed higher contrast. I also expanded to using purple and green to match the statuses to user mental models.
Increasing accessibility
Goal
Make the colors more accessible for color-blind users.
Solution
Colors needed higher contrast. I also expanded to using purple and green to match the statuses to user mental models.
Final deliverable
Version 2.0 Designs
The final feature would entail adding a new section on the retailer details page to house the notes.
Final deliverable
Version 2.0 Designs
The final feature would entail adding a new section on the retailer details page to house the notes.
Final deliverable
Version 2.0 Designs
The final feature would entail adding a new section on the retailer details page to house the notes.
What's the Impact?
Helping users and meeting business objectives
I handed the design off to engineering. When I returned as an intern the following summer, the dashboard was about to be released and I got to see the product go live.
What's the Impact?
Helping users and meeting business objectives
I handed the design off to engineering. When I returned as an intern the following summer, the dashboard was about to be released and I got to see the product go live.
What's the Impact?
Helping users and meeting business objectives
I handed the design off to engineering. When I returned as an intern the following summer, the dashboard was about to be released and I got to see the product go live.
🚀
Immediate user adoption
After launching, all 25 users on the Ops team were using dashboard daily.
🚀
Immediate user adoption
After launching, all 25 users on the Ops team were using dashboard daily.
🚀
Immediate user adoption
After launching, all 25 users on the Ops team were using dashboard daily.
📈
Business impact
The dashboard will help Shipt deliver millions of orders for Target and other retailers.
📈
Business impact
The dashboard will help Shipt deliver millions of orders for Target and other retailers.
📈
Business impact
The dashboard will help Shipt deliver millions of orders for Target and other retailers.
🛠️
User benefits
Users will experience will save time and effort needed to complete their tasks.
🛠️
User benefits
Users will experience will save time and effort needed to complete their tasks.
🛠️
User benefits
Users will experience will save time and effort needed to complete their tasks.
User feedback
"I cannot tell you how much everyone on Ops has found it helpful especially when we've been dealing with capacity issues (I actually don't know how we've managed so long without it)"
User feedback
"I cannot tell you how much everyone on Ops has found it helpful especially when we've been dealing with capacity issues (I actually don't know how we've managed so long without it)"
User feedback
"I cannot tell you how much everyone on Ops has found it helpful especially when we've been dealing with capacity issues (I actually don't know how we've managed so long without it)"
Reflection
Going from 0 to 1
One challenge was understanding the complex business operations workflows which I leaned my my PM and users heavily on. Another challenge was that not every idea made it into the MVP and I learned to prioritize features to meet business goals while balancing user needs.
I had the unique opportunity to launch a feature that I designed from 0 to 1 and then iterate on it as a return intern. I learned how to collect and weigh the needs of different groups of users.
Reflection
Going from 0 to 1
One challenge was understanding the complex business operations workflows which I leaned my my PM and users heavily on. Another challenge was that not every idea made it into the MVP and I learned to prioritize features to meet business goals while balancing user needs.
I had the unique opportunity to launch a feature that I designed from 0 to 1 and then iterate on it as a return intern. I learned how to collect and weigh the needs of different groups of users.
Reflection
Going from 0 to 1
One challenge was understanding the complex business operations workflows which I leaned my my PM and users heavily on. Another challenge was that not every idea made it into the MVP and I learned to prioritize features to meet business goals while balancing user needs.
I had the unique opportunity to launch a feature that I designed from 0 to 1 and then iterate on it as a return intern. I learned how to collect and weigh the needs of different groups of users.