Logistics Operations Platform · Client Project
Turning Manual Parcel Operations Into One Connected Logistics System
Introduction
A Myan Yout relied on phone calls, paper records and spreadsheets to coordinate parcel deliveries between China and Myanmar. I designed connected digital experiences for customers, drivers and operations staff: bringing pricing, parcel tracking and delivery records into one operational workflow.
Role
Sole UX/UI Designer
Team
1 designer and 2 developers
Timeline
4 months · 2026
Platforms
Customer website, driver mobile web and operations dashboard
Tools
Figma, FigJam
Approach
Discover → Map workflows → Prioritize → Design → Validate → Deliver
My Contribution
From project kickoff through implementation, I worked directly with stakeholders to understand the existing operations, map end-to-end workflows, lead the complete design process, validate the prototype, present design decisions, and prepare the final developer handoff.
Project Impact
3 Connected User Experiences
Customer, driver and operations workflows were designed around the same parcel journey.
5 Trackable Delivery Stages
Parcel progress was organized into one consistent operational stages.
Centralized Delivery Evidence
Recipient information, delivery attempts, driver details and proof of delivery were connected to each transaction.
The Context
The business was growing, but its operations still depended on manual work.
A Myan Yout manages cargo deliveries between China and Myanmar. As customer demand grew, the team continued to manage important tasks through phone calls, paper records, messaging applications and manually updated spreadsheets.
Customers contacted staff to request prices and check parcel progress.
Operations staff searched through records to answer those questions.
Drivers relied on long paper lists and personal phone galleries to manage deliveries and proof of receipt.
These tools supported the business initially, but they became increasingly difficult to manage as the number of customers and parcels increased.
Core Operational Problems
Repetitive customer inquiries
Customers had to contact staff for pricing and parcel updates.
Fragmented parcel information
Delivery stages were manually maintained across spreadsheets and communication channels.
Slow field operations
Drivers searched long parcel lists to find records and update delivery status.
Limited delivery traceability
Photos and recipient details were not consistently connected to the correct transaction.
Discovery
I worked directly with stakeholders to map the parcel journey from price inquiry to final delivery.
The problems were connected across multiple roles, not limited to one interface. Workflow mapping helped me understand how information moved between customers, drivers and operations staff, and identify where manual work caused delays, duplicated effort or missing records.
Key Findings from Workflow Mapping
What I Found
Why it Mattered
Design Direction
Customers relied on staff for prices and tracking updates.
Every inquiry depended on staff availability and created repetitive work.
Provide self-service pricing and tracking.
Drivers searched long lists to find the correct parcel.
Searching slowed down fieldwork and increased the risk of updating the wrong record.
Introduce barcode-based parcel identification.
Parcel stages were manually updated in spreadsheets.
Updates could be delayed, missed or entered incorrectly.
Create a structured five-stage delivery pipeline.
Delivery evidence remained on drivers’ phones.
Evidence was difficult to search for a specific delivery when a dispute occurred.
Store proof of delivery with each transaction.
Customer records were spread across WeChat, Viber, Facebook.
Staff spent unnecessary time searching for customer and delivery history.
Connect parcel, customer and delivery information.
Key Insights
Customers, drivers and operations staff needed a different experience, but they all relied on the same parcel information. This insight became the foundation for three role-specific experiences connected through one delivery workflow.
Product Strategy
I organized the product around one shared parcel lifecycle.
Instead of treating the customer website, driver interface and operations dashboard as separate products, I designed them as connected views of the same delivery process.
Each surface supported a different responsibility:
Customer website
Customers could request an estimated price, submit delivery information and track parcel progress without contacting staff.
Driver mobile web
Drivers could identify parcels, review payment information and record delivery outcomes while working in the field.
Operations dashboard
Staff could manage customer information, review delivery requests, update pricing and monitor parcels across the full journey.
The Solution
The final design supported each user group while keeping customer, parcel and delivery information connected.
Design Decision 01 · Customer Experience
Customers could check prices and parcel progress without waiting for staff.
Problem
Previously, customers contacted staff to ask for shipping prices and parcel updates. Each inquiry required an employee to locate the relevant information and respond manually.
Price Inquiry
Customers enter shipment and parcel information to receive self-service price inquiry.
Parcel inquiry is separated into two to reduce repetitive work.
Customers may request prices for several parcels with the same or different dimensions. Entering every parcel separately would create unnecessary work. I separated the form into "Same parcel size" and "Different parcel sizes".
A quantity field lets customers group identical packages into one entry.
Customers can enter the parcel details once and specify how many they are sending, reducing repeated input.
The price is labelled “estimated”.
The final cost may change after staff confirm the parcel’s actual size and weight. Clearly labelling the result as an estimate sets the correct expectation before customers proceed.
Parcel Tracking
Customers can enter their order number to see the parcel’s current stage and delivery history.
Showing the assigned driver makes delivery disputes easier to trace.
Customers and staff can see who handled the parcel during pickup or delivery, making follow-up easier when an issue occurs.
Value Impact
This reduced the customer’s dependence on staff for routine pricing and tracking information while giving the operations team fewer repetitive inquiries to manage.
Design Decision 02 · Driver Experience
One barcode scanning replaced a long parcel search.
Problem
Drivers previously searched through long lists on paper to find the correct parcel and update its status. This was slow and increased the risk of selecting the wrong record during busy delivery runs.
Faster Delivery
I introduced barcode scanning as the primary way to identify a parcel. Scanning opens the relevant transaction so the driver can review the delivery information and update its status without manually searching.
Drivers could work from their phones without installing an app.
Because drivers work quickly in the field and a native app was planned for a later phase, I designed a mobile-optimized web experience they could use immediately.
Delivery and payment states use supporting color cues to make important information easier to identify:
In Progress Delivery
Payment: Prepaid
Payment: Cash on Delivery
Completed Delivery
Payment: Prepaid
Payment: Cash on Delivery
Value Impact
The driver workflow prioritizes identification and action over browsing. It reduces the number of steps required to locate a parcel and creates a clearer record of what happened during delivery.
Design Decision 03 · Operations Experience
Every delivery update is connected to one traceable record.
Problem
Customer information, parcel stages and delivery evidence were stored across different tools. When an issue occurred, staff had to search through spreadsheets, paper records, messages and driver photos.
Internal system
One operations dashboard is designed to connect customer data, delivery requests, pricing information, parcel stages and proof of delivery.
Customer information can retrieve within seconds.
Each customer profile brings identifying information and delivery history into one place, removing the need to search through paper records or separate conversations.
Every stage of the parcel journey is easier to trace.
Parcels are organized across a five-stage delivery, with transit batches grouped into cards. Staff can quickly see what is moving, what has reached the warehouse and what is ready for delivery.
Connecting driver activities during "Out For Delivery" stage creates clear ownership.
Each transaction stores the driver, recipient, payment, delivery evidence and attempt details, making delivery issues easier to trace.
Value Impact
The dashboard creates a more traceable operational record, enabling staff to investigate delivery questions from one place rather than relying on memory or disconnected evidence.
Managing a Product Constraint
Complete pricing automation was the most difficult challenge.
Shipping fees depended on chargeable weight, which considered both parcel dimensions and actual weight. Customer-entered information did not always reflect the final measured parcel.
We tried 4 approaches, but reliable pricing still required staff judgment.
Approach 1
Fixed size-based rates
Real parcel dimensions did not consistently match predefined categories.
Approach 2
Customer-entered dimensions
Customers could estimate or enter dimensions incorrectly.
Approach 3
Small, medium and large tiers
Broad categories did not handle important edge cases.
Approach 4
Weight-only or size-only pricing
Neither method matched how the business calculated chargeable weight.
What I have learned from this constraint
The goal of product design is not to automate every step. In this case, keeping human review was a more responsible decision than introducing an automated result the business could not trust.
Validation
Direct usability testing with end users was limited. Instead, I validated the workflows through stakeholder walkthroughs.
The reviews focused on:
Whether the delivery stages reflected actual operations
Whether the required information was available at each stage
Whether customer, driver and staff actions remained connected
Outcomes
Post-launch analytics were not available, so the outcomes below describe the operational capabilities delivered rather than measured performance changes.
The final product replaced manual fragmented tasks with a shared operational workflow.
For Customers
Reduced reliance on staff support
Self-service pricing and tracking reduce the need for customers to contact staff for routine information.
For Operational Staffs
Improved visibility across deliveries
A centralized system helps staff monitor parcel progress, driver assignments and delivery records more efficiently.
For Drivers
Faster parcel handling in the field
Barcode scanning reduces manual searching and helps drivers identify the correct parcel quickly.
For Business
More traceable delivery records
Linking drivers, recipients, payments and delivery evidence to each transaction makes disputes easier to investigate and resolve.
Self Reflection
I learned to design around how the business actually works.
When a system involves different user roles, I first need to understand how the business operates and how work moves between people. A decision made for customers can affect drivers and operations staff, so I designed the relationships between their workflows, not just individual screens.
I also learned that not every process should be automated; pricing still requires human judgment because accuracy depends on real parcel measurements and business knowledge.
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