TechData

Stream One Ion is a cloud software reselling platform of Tech Data (Stream One Cloud Management & Stream One Enterprise Solution.) Platform allows reselling capabilities of cloud products in subscription, Solution, Service models. Platform users have access to multiple storefront, vendors, products, Billing, reporting etc., Application is migrated to a new technology Platform to offer multi-tier reselling capabilities.

Stream One Ion - Migration
As part of the existing process, all users are migrated to Stream One Ion Platform for Multi tier Capabilities. I was helping out the Platform Admin & marketplace Scrum teams and responsible for UX delivery.

OUTCOME
Safe Trac application POC is being appreciated by Delta Management. Proof of concept approach and ux solutions will be implemented in the actual design phase.

 

CLIENT
Techdata

ROLE
Lead User Experience Designer

TIMELINE
7 Months

STATUS
Shipped

Team
UX Director
Lead UX Designer
Senior UX designers onsite & offshore designers.

Platform
Desktop & Tablet

 

Discovery & Research

APPLICATIONS USED
SNAPP
Baggage Scanner
Blue bird device

USERS
Ramp Agents
ALA
Drivers

 

Heuristic Evaluation
I conducted heuristic evaluation in Safe Trac applications and identified Key improvement area, pain points etc.,

User Interviews
Interviewed Ramp Agents, Supervisor as part of this activity.

Field Studies
As part of the engagement I also observed 03 Ramp agents loading/unloading bags in arrival & Departure.

Stake Holder Interview
We understood the business process through multiple stakeholder interviews & business process walkthrough.

 
 

Stream One Ion - Migration

 
 

As part of the existing process, all users are migrated to Stream One Ion Platform for Multi tier Capabilities. I was helping out the Platform Admin & marketplace Scrum teams and responsible for UX delivery.

Stream One Ion  - Redesign 

 
 

Stream one Ion design activity was going on for close to three years, with so many vendors and so many designers it was evident that the existing design is outdated and there are many inconsistencies in terms of patterns, components and experience.

I was responsible for Planning, Research, Started working on the on the design concepts as part of the redesign activity.


Problem# 1
Switching locations & scanning bags is a challenge in Legacy application. Agents needs to work in multiple locations in a shift. To scan bag tags in BSO, Claims, Pier agents needs to log out and log in in each location.

Problem# 2
Existing navigation is 3 levels. Agent needs to go through the a step by step process to complete a bag tag related action.
If the bag tag is wrong user needs to start the process from the menu screen again.

Problem # 3
Agent does lots of unplanned task, user needs to stop one process and start another. Today agent decides the priority and quit the task in-between to start an another task.

 

ANALYSIS

Legacy Application is old & slow, the pistol device has lots of constraints. 

 
 
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 Analysis

Legacy application has three levels of menu, user needs to quit each application to view other application.

In Legacy application all modules are treated as separate applications on its own. User needs to quit each module before start working on the other module. To change locations user needs to log out and select another location to log in every time. This is one of the main constraint in the legacy application. Legacy has three level of navigation Main Menu > Module > Actions.

 

Current state flow for Bag actions, below flow is about delete bag feature.

User needs to select an action from the bags menu to perform any bag tag related actions. Incase of wrong bag tag number user needs to start the process from bags menu again.

Design Concept

Based on the Analysis & research data I created concepts for Safe Trac.

Goal is to keep the flow simple even through we have 5 modules to combine.
User should be able to view locations, modules from all screens.

 Goal is to combine 5 application to 1 & Redesign Flows.

 

Navigation

  • BSO, Pier, Claims are grouped under bags.

  • User can navigate between BSO, Pier and claims from the same screen.

  • Scan CTA is added as part of the navigation bar so that user could scan bags from any screen.

  • All bag related actions are listed in the location specific screens and it varies based on location.

  • User can switch between locations with out hassle via manual location selection & Scan QR code or RFID.

 

Problem# 1

Agents needs to work in multiple locations in a shift. To scan bag tags in BSO, Claims, Pier agents needs to log out and log in in each location. Switching from one location to other location & scanning bags is a time consuming process using the legacy tool. Application needs to be robust.

Wireframes - Location Change

  • User could navigate between location with out hassle.

  • User can change location in the application via scan or manually using the application.

Redesigned Navigation & Location Change.

Problem# 2

Existing navigation is 3 levels. Agent needs to go through the a step by step process to complete a bag tag related action. If the bag tag is wrong user needs to start the process from the menu screen again.

Flow

 

Problem# 3

Agent does lots of unplanned task, agents needs to stop one process and start another. Every time the user quits a task there is no way in the existing system to save the task & open a new task. User always repeats the same steps if a task is quit in-between for some reason.

Agents can save a task from the task details page at any point of time and retrieve the task from multi-tray.

Agents can access the multi-tray from the navigation.

 

User/Business Feedback

I presented the design solutions to users & business. Overall the response was satisfying,

  • Most of the users like the modern approach and the hassle free way of switching locations, task.

  • Received Positive feedback on the robust & dynamic nature of the application.

  • Agents like the task based approach vs the role based approach in legacy.

  • Most of them agreed that multi-tray could be a huge time saver.

  • Few agents felt a dark mode will be helpful for them, because they work in all weather & conditions.

  • Business users felt that task based approach is good but on a long term, when the process are streamlined a role based approach would be better.

Next Steps

  • Understand project plan & roll out strategy for Safe Trac 2.0.

  • Kick off project, share common understanding/goals, plan, Identify resources, timeline etc.,

  • Rollout UX strategy of research, design, usability testing plan vs budget & timeline.

  • Plan & test prototype to identify gaps, user expectation & business alignment.

  • Implement analytics to understand the overall apps performance.

  • Measure user success rate and report to business team.

  • Ensure Delta’s business metrics for 2019 is met.