Duration
June 2022 - December 2022
Domain
Operations system
My role
UX designer (+ 6 team members)
About
About
LOTTE Mart is a leading hypermarket chain that offers a wide selection of groceries, apparel, toys, electronics, and other products. The main goal of this project was to digitise their everyday operational procedures in order to facilitate tracking and performance and, ultimately, to deliver goods to consumers reliably and on schedule. This project focused on four major modules, the Delivery Management System (DMS WebApp), Data Center (WebApp) and operations (OP) apps (Picker & Packer and Delivery apps). Each module will address a distinct group of stakeholders, such as staff, internal and external delivery partners, administrators, and managers.
LOTTE Mart is a leading hypermarket chain that offers a wide selection of groceries, apparel, toys, electronics, and other products. The main goal of this project was to digitise their everyday operational procedures in order to facilitate tracking and performance and, ultimately, to deliver goods to consumers reliably and on schedule. This project focused on four major modules, the Delivery Management System (DMS WebApp), Data Center (WebApp) and operations (OP) apps (Picker & Packer and Delivery apps). Each module will address a distinct group of stakeholders, such as staff, internal and external delivery partners, administrators, and managers.
The key requirements
The key requirements
Lets dive into the additional requirements provided by the stakeholders!
Lets dive into the additional requirements provided by the stakeholders!
Reducing the human errors brought on by the limitations of the current manual procedure.
Reducing the human errors brought on by the limitations of the current manual procedure.
A centralised platform for keeping track and managing various orders and stores together.
A centralised platform for keeping track and managing various orders and stores together.
Keeping track of the employee KPI on a daily basis, to track their performance.
Keeping track of the employee KPI on a daily basis, to track their performance.
Optimise delivery time by providing better navigation, communication and management of multiple orders
Optimise delivery time by providing better navigation, communication and management of multiple orders
Goals & Vision
Goals & Vision
Nowadays, e-commerce has changed the way that consumers, even those who still visit physical stores, approach shopping. Besides, the COVID-19 pandemic has also given rise to an increase in the usage of online shopping among Vietnamese consumers in the period. Food and consumer products have seen the highest growth of all e-commerce categories. Therefore LOTTE has seen this as a powerful opportunity – for businesses to improve both online and offline shopping experiences into a smooth omni channel brand experience.
The Goal with LOTTE Mart was to help it become the number 1 online grocery store in Vietnam in the next 3-5 years, i.e. an increase in orders/ sales by 2x or 3x should be efficiently managed by existing or less man power for consistent deliveries, in turn contributing towards customer satisfaction and retention.
Nowadays, e-commerce has changed the way that consumers, even those who still visit physical stores, approach shopping. Besides, the COVID-19 pandemic has also given rise to an increase in the usage of online shopping among Vietnamese consumers in the period. Food and consumer products have seen the highest growth of all e-commerce categories. Therefore LOTTE has seen this as a powerful opportunity – for businesses to improve both online and offline shopping experiences into a smooth omni channel brand experience.
The Goal with LOTTE Mart was to help it become the number 1 online grocery store in Vietnam in the next 3-5 years, i.e. an increase in orders/ sales by 2x or 3x should be efficiently managed by existing or less man power for consistent deliveries, in turn contributing towards customer satisfaction and retention.
Module breakdown
Module breakdown
Grasping a deeper understanding of the four key modules involved.
Grasping a deeper understanding of the four key modules involved.
Picker & Packer App
Picker & Packer App
The picker & packer app supports the product picking/packing processes at the start of the order delivery chain, to improve the workload of the staffs, therefore improving performance.
The picker & packer app supports the product picking/packing processes at the start of the order delivery chain, to improve the workload of the staffs, therefore improving performance.
Delivery Management System (DMS)
Delivery Management System (DMS)
Dashboard based platform for operators and managers to know real time status of orders and performance versus KPI for picker, packers and delivery men. Focusing on real time Inventory management and availability of staff, their performance and order timeline tracking.
Dashboard based platform for operators and managers to know real time status of orders and performance versus KPI for picker, packers and delivery men. Focusing on real time Inventory management and availability of staff, their performance and order timeline tracking.
Delivery app
Delivery app
Delivery app will be used to allocate the shipper’s resources efficiently. Optimising delivery time by providing better navigation, communication and management of multiple orders for LOTTE delivery men.
Delivery app will be used to allocate the shipper’s resources efficiently. Optimising delivery time by providing better navigation, communication and management of multiple orders for LOTTE delivery men.
Data Center
Data Center
Data Center focuses on gathering all data including sale data, system logs, picker and packer performance and user data, to combine and generate many kinds of reports to help with strategising for Marketing campaigns or sale campaigns
Data Center focuses on gathering all data including sale data, system logs, picker and packer performance and user data, to combine and generate many kinds of reports to help with strategising for Marketing campaigns or sale campaigns
Build understanding
Build understanding
The team facilitated workshops with stakeholders and end-users to gather insights around current understanding, usage & expectations
As the project was a redesign of the current manual process that was being followed we started with understanding the current process, including the constraints and pain points that the users were facing so as to mainly tackle those in the digitised operations system.
The team facilitated workshops with stakeholders and end-users to gather insights around current understanding, usage & expectations
As the project was a redesign of the current manual process that was being followed we started with understanding the current process, including the constraints and pain points that the users were facing so as to mainly tackle those in the digitised operations system.
Drawing insights
Drawing insights
With the ongoing manual operations it is difficult to manage, track or update the logistics and warehouse.
With the ongoing manual operations it is difficult to manage, track or update the logistics and warehouse.
There is a difficulty in recording all the information since the whole process takes place in a manual and physical manner leading
to increased workload on the staff.
There is a difficulty in recording all the information since the whole process takes place in a manual and physical manner leading
to increased workload on the staff.
It is difficult to track order deliveries in real time.
It is difficult to track order deliveries in real time.
There are constraints in measuring the staff’s performance and KPIs manually.
There are constraints in measuring the staff’s performance and KPIs manually.
The exact location of the items is difficult locate since there isn’t an appropriate POG system in place leading to human errors
The exact location of the items is difficult locate since there isn’t an appropriate POG system in place leading to human errors
Opportunity areas
Opportunity areas
Utilizing the insights gathered during the research phase, we started identifying potential opportunity areas for all the modules, drawing from our observations of the ongoing manual operations.
Utilizing the insights gathered during the research phase, we started identifying potential opportunity areas for all the modules, drawing from our observations of the ongoing manual operations.
Efficient & Organised
Efficient & Organised
Managing multiple orders at once.
Ability to check and adjust order information.
Connecting picker, packers and drivers with the operators through a common platform.
Managing multiple orders at once.
Ability to check and adjust order information.
Connecting picker, packers and drivers with the operators through a common platform.
Assistive
Assistive
Picking packing and delivery guidance.
Ability to navigate through via store layouts and guides.
For delivery, easy and assisstive navigation through the routes for fast delivery service.
Picking packing and delivery guidance.
Ability to navigate through via store layouts and guides.
For delivery, easy and assisstive navigation through the routes for fast delivery service.
Performance
Performance
Providing access to users to the most important data to help them to interpret and analyse business data efficiently.
Providing access to users to the most important data to help them to interpret and analyse business data efficiently.
Intuitive
Intuitive
User friendly, easy to navigate interface.
As similar to the current process as possible.
User friendly, easy to navigate interface.
As similar to the current process as possible.
User focused & Usability
User focused & Usability
Understanding users and defining relevant business data/KPIs that will help shape rest of the design.
Keeping inclusive designs to improve trust with the users, and enhance the usability and maintainability of the platform.
Understanding users and defining relevant business data/KPIs that will help shape rest of the design.
Keeping inclusive designs to improve trust with the users, and enhance the usability and maintainability of the platform.
Transparency & Feedback
Transparency & Feedback
Making sure all the users are in centralised platform.
Giving users continuous feedback after they perform any
action on platform.
Making sure all the users are in centralised platform.
Giving users continuous feedback after they perform any action on platform.
Behind the curtain
Behind the curtain
With a comprehensive analysis of data, we created user journey maps, and established user personas, while also looking into module specific problem statements.
With a comprehensive analysis of data, we created user journey maps, and established user personas, while also looking into module specific problem statements.
Structure & flows
Structure & flows
Developing the IA provided a systematic framework to organise and categorise content, creating a clear and intuitive structure for user navigation. It also facilitated collaboration among stakeholder, ensuring a shared understanding of the information structure and its purpose. We had taken a new type of approach with the IA, we had developed it in a more linear format combining it with the feature listing, which later helped us in creating the task based user flows.
Developing the IA provided a systematic framework to organise and categorise content, creating a clear and intuitive structure for user navigation. It also facilitated collaboration among stakeholder, ensuring a shared understanding of the information structure and its purpose. We had taken a new type of approach with the IA, we had developed it in a more linear format combining it with the feature listing, which later helped us in creating the task based user flows.
Information Architecture for ‘Picker/Packer App’
Information Architecture for ‘Picker/Packer App’
Information Architecture for ‘Delivery App’
Information Architecture for ‘Delivery App’
Given that each module in this project had a significant task-oriented nature, we established the IA as our guiding point. From there, we crafted user flows specific to each task, encompassing both ideal and edge based use cases. This strategic approach greatly aided us in the wireframing phase, ensuring comprehensive coverage of all scenarios and use cases as we designed the screens.
Given that each module in this project had a significant task-oriented nature, we established the IA as our guiding point. From there, we crafted user flows specific to each task, encompassing both ideal and edge based use cases. This strategic approach greatly aided us in the wireframing phase, ensuring comprehensive coverage of all scenarios and use cases as we designed the screens.
User flows for ‘Delivery Management System - Order management’
User flows for ‘Delivery Management System - Order management’
User flows for ‘Picker/packer app - Edge cases’
User flows for ‘Picker/packer app - Edge cases’
Let’s get started with the screens!
Let’s get started with the screens!
Now, let's delve into the visuals and explore the rationale behind our design choices, backed by the insights we have gathered.
Now, let's delve into the visuals and explore the rationale behind our design choices, backed by the insights we have gathered.
Use password
Touch the fingerprint sensor
Proceed with your
Log in
using your biometric credentials
Login flow for the OP apps with biometric login.
Login flow for the OP apps with biometric login.
Picker / Packer App
Picker / Packer App
The 'Picker/Packer app' aimed at enhancing the efficiency and speed of the picking and packing procedures, thereby alleviating the workload and efforts of the staff and elevating their performance KPIs. A primary objective was to minimise the errors inherent in the existing manual process. Given that staff members assumed dual roles as both picker and packer in varying cycles, the app allowed users to seamlessly switch their profile between these two roles, providing flexibility and adaptability.
In the picking process, once the user accepts auto-assigned orders, they receive a list of products within the order. Their task is to scan the barcode of each product to confirm it as picked. If they encounter any difficulty in locating items, they can conveniently refer to the POG map for assistance. Additionally, the staff can report missing or out-of-stock items directly through the app, eliminating the need for time-consuming trips to inform operators and managers and saving valuable time and effort.
The 'Picker/Packer app' aimed at enhancing the efficiency and speed of the picking and packing procedures, thereby alleviating the workload and efforts of the staff and elevating their performance KPIs. A primary objective was to minimise the errors inherent in the existing manual process. Given that staff members assumed dual roles as both picker and packer in varying cycles, the app allowed users to seamlessly switch their profile between these two roles, providing flexibility and adaptability.
In the picking process, once the user accepts auto-assigned orders, they receive a list of products within the order. Their task is to scan the barcode of each product to confirm it as picked. If they encounter any difficulty in locating items, they can conveniently refer to the POG map for assistance. Additionally, the staff can report missing or out-of-stock items directly through the app, eliminating the need for time-consuming trips to inform operators and managers and saving valuable time and effort.
The staff can switch between roles with the top tab.
The order includes a categorised product list to simplify the
picking process.
The product details are given for all the listed products with the option to locate or report an item.
In the packing process, which closely resembles the picking procedure, packers will receive auto-assigned orders that are handed off by the pickers. Their responsibility includes conducting a quality check on all the products and recording package details after completing the packing process. This ensures a seamless handoff of the order packages to the delivery personnel.
In the packing process, which closely resembles the picking procedure, packers will receive auto-assigned orders that are handed off by the pickers. Their responsibility includes conducting a quality check on all the products and recording package details after completing the packing process. This ensures a seamless handoff of the order packages to the delivery personnel.
An order listing is given in the dashboard.
The packer has to conduct a quality check of all the products.
Once packing is complete the packer will fill in package details.
Building upon the gathered insights and addressing the pain points, our goal was to create a digital process that closely mirrored the existing manual workflow, thus enabling a smooth transition for the staff to embrace the
digital process seamlessly.
Building upon the gathered insights and addressing the pain points, our goal was to create a digital process that closely mirrored the existing manual workflow, thus enabling a smooth transition for the staff to embrace the digital process seamlessly.
Delivery App
Delivery App
The delivery app enhances efficiency for LOTTE's delivery partners by offering precise navigation, accurate directions, and in-app communication tools like chat and call features to facilitate faster and more effective deliveries.
The delivery app enhances efficiency for LOTTE's delivery partners by offering precise navigation, accurate directions, and in-app communication tools like chat and call features to facilitate faster and more effective deliveries.
Navigational directions are provided to delivery partners for on time deliveries.
The chat feature also provides a translation option for foreign customers
The staff can accept or reject auto assigned orders through notifications.
Delivery Management System (WebApp)
Delivery Management System (WebApp)
The delivery management system serves as a platform for operators and managers to monitor and oversee all aspects of orders, deliveries, payments, LOTTE stores, and employees. Its primary objective is to streamline and enhance the entire communication chain involving pickers, packers, delivery partners, operators, and managers, thereby reducing the occurrence of human errors that can arise from miscommunication in the manual process
The delivery management system serves as a platform for operators and managers to monitor and oversee all aspects of orders, deliveries, payments, LOTTE stores, and employees. Its primary objective is to streamline and enhance the entire communication chain involving pickers, packers, delivery partners, operators, and managers, thereby reducing the occurrence of human errors that can arise from miscommunication in the manual process
Within the the order management section the users can keep track of order statistics and targets covered along with the order queue for managing the assignment of orders.
The delivery timeframe can also be tracked for each order with a pop up map navigation.
The operators will immediately be notified of a cancelled order, helping them directly inform the staff members assigned to the order regarding the same.
What did we achieve with this project?
What did we achieve with this project?
Created a seamless experience to make the current manual process more intuitive and reduce human errors.
Created a seamless experience to make the current manual process more intuitive and reduce human errors.
Efficiency in tracking and managing multiple orders in realtime.
Efficiency in tracking and managing multiple orders in realtime.
Bringing coherent interconnectedness between all the stakeholders through in-app messaging for smooth delivery.
Bringing coherent interconnectedness between all the stakeholders through in-app messaging for smooth delivery.
Defining relevant business data/KPIs, for accurate performance tracking.
Defining relevant business data/KPIs, for accurate performance tracking.
Creating a digitised system that is as similar to the current manual process as possible.
Creating a digitised system that is as similar to the current manual process as possible.
The result
The result
After receiving positive feedback from the LOTTE team, we were informed that the project's overall outcome had a beneficial effect on their delivery operations, leading to a remarkable 25% increase in efficiency overall.
After receiving positive feedback from the LOTTE team, we were informed that the project's overall outcome had a beneficial effect on their delivery operations, leading to a remarkable 25% increase in efficiency overall.
*NOTE: A detailed walkthrough of the project will be available upon call. Please feel free to reach out through mail or connect through LinkedIn regarding the same!
Made with ✨ & 💜
*NOTE: A detailed walkthrough of the project will be available upon call. Please feel free to reach out through mail or connect through LinkedIn regarding the same!
Made with ✨ & 💜
Made with ✨ & 💜