Managing deliveries efficiently is a cornerstone of front desk operations, with staff logging over 100 packages daily from various vendors. This project aimed to streamline the process for concierge users while ensuring residents could easily access delivery details—all without sacrificing flexibility or user experience.
Key Responsibilities:
• Streamlined package logging for over 100 daily deliveries with a dynamic bulk entry system.
• Reduced reliance on photo uploads by making them optional, increasing flexibility across devices.
• Improved workflow efficiency with features like accordions and a global “Select All” checkbox.
• Enhanced resident satisfaction by providing clear package details and location-specific delivery information.
• Successfully validated usability improvements through testing, leading to fewer workflow bottlenecks.
Design Challenge
Concierge and front desk personnel needed a faster, more efficient way to log incoming and outgoing deliveries, often exceeding 100 packages daily. The current desktop web app’s requirement for photo uploads and its slower workflows prompted users to adopt alternative methods like tablets or mobile devices. Key challenges included creating a seamless experience for bulk package logging, making photo uploads optional, and ensuring accessibility for both staff and residents.
User research, conducted via collaboration with Support and Client Success teams, revealed a preference for mobile solutions and highlighted frustrations with existing workflows. With these insights, personas were created to guide the design toward addressing user-specific pain points, despite the absence of formal user studies.
Solution
• Developed a dynamic table view to simplify bulk package logging, allowing users to:
- Add lines manually or in bulk for incoming and outgoing deliveries.
- Automatically generate a new line as they complete the last entry.
• Made photo uploads optional, giving users the flexibility to use either computer or mobile cameras.
• Optimized the workflow for logged packages by:
- Adding accordions to minimize scroll time.
- Introducing a global “Select All” checkbox for quicker package handoff to residents.
• Designed the resident-facing interface to display delivery locations, photos, and descriptions, while accommodating multi-property residents with building-specific package details.
Technical Approach
• Implemented a dynamic table system for efficient bulk entry of delivery details.
• Maintained feature parity across desktop, tablet, and mobile, while prioritizing optional photo uploads.
• Refined the package flow during usability testing to include tracking numbers as line items.
• Streamlined mobile and tablet experiences by removing redundant photo-upload prompts.
Skills Used
Accessibility
Adobe Suite
Prototyping
GenAI
UI Design
HTML/CSS
User-centered Design
Information Architecture
User Research
Interaction Design
UX Design
JavaScript
Mixed Reality
Outcome
The redesigned delivery logging system launched in late 2022, significantly improving efficiency and user satisfaction:
• Bulk entry features allowed staff to log packages faster and focus on other duties.
• Optional photo uploads provided flexibility without compromising workflow.
• Enhanced package viewing with accordions and selection tools sped up the handoff process to residents.
• Usability studies validated the improved flows, and tracking numbers added clarity to logged items.
Despite time constraints, the project succeeded in addressing key pain points for both staff and residents. Looking ahead, adding bulk entry capabilities to the mobile and tablet versions would further enhance efficiency and align the experience across platforms.
You can view the file here.
