Gate Management, Digital Reimagined
'Reinventing Dynamic Yard' project serves as a powerful illustration of the transformative impact of user-centric design on supply chain operations. Our focus on enhancing efficiency at facilities and crafting a superior user experience reflects an unwavering commitment to continuous innovation. This endeavor reaffirms my dedication to delivering solutions that not only meet but surpass the ever-evolving needs of the dynamic supply chain industry.
Background
My Role
As the Lead UX Designer at FourKites (A Global Supply Chain Visibility Provider) , I undertook the formidable task of revolutionizing the gate check-in process for our customers. Acknowledging the inherent complexities associated with handling both inbound and outbound loads at warehouses, my primary focus was on refining and simplifying the traditionally intricate gate check-in procedures
Vision Aligment
Embarking on the journey to transform the gate check-in process, I initiated a collaborative workshop that brought together internal stakeholders. The objective was to harness collective insights, expertise, and diverse perspectives to formulate the project's goals, define personas, map the customer journey, and ideate innovative solutions. The collaborative workshop yielded a unified vision, aligning internal and external stakeholders towards shared goals. With a clear understanding of user personas, the intricacies of the customer journey, and a wealth of creative ideas, the foundation was laid for a comprehensive and user-centric solution for the gate check-in process.
Understanding Our Users & Their Pain Points
In my quest to enhance the gate check-in experience, I engaged with customers directly, meticulously recording their current processes. Conversations with end-users unveiled their pain points and innovative perspectives on how technology could be a transformative force. This user-centric approach, understanding the intricacies of their gate check-in journey, became the cornerstone of crafting a solution that genuinely resonates with their needs.
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Cumbersome Manual Procedures: The current gate check-in procedures are characterized by a significant amount of manual work, introducing complexity and inefficiency into the process.
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Extended Check-In Duration: The time taken for a single check-in, particularly at large facilities, stands at an extended 7 minutes. This prolonged duration poses challenges to operational efficiency, necessitating a substantial reduction for improved workflow
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Potential Labor Cost Savings: A noteworthy concern revolves around the incurred cost of additional labor, specifically gate guards, essential for managing the gate check-in process.
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Integrated Visibility Tracking Solution: Proposing a part of a more extensive visibility tracking solution, there exists an opportunity to connect the check-in and check-out processes
Groundbreaking New Approach to this Old Problem
Unmanned Gate in Experience
This vision involves a digital transformation where drivers can seamlessly log in to a dedicated app or kiosk at the gate. This user-friendly interface empowers them to input essential details for a swift check-in or checkout process. This not only addresses the time-consuming nature of traditional methods but also has the potential to significantly reduce labor costs, all while boosting overall operational efficiency. This forward-thinking approach is not just an evolution but a revolution in the realm of gate check-in processes.
In exploring the unmanned gate approach, we have envisioned two distinct ideas to cater to the diverse needs of our users.
1 - An Mobile Solution
The first concept involves the development of a mobile app that empowers drivers to initiate the check-in process seamlessly while waiting in the queue at the gate. This mobile solution prioritizes flexibility and convenience, allowing drivers to interact with the gate system from the comfort of their vehicles.
2 - A Physical Alternative
The second idea revolves around a kiosk solution strategically placed at the gate, offering a swift and efficient means for drivers to check-in. This kiosk solution is designed for quick interactions, streamlining the process for drivers who prefer an on-site approach
By presenting these two ideas, our goal is to provide options that accommodate different user preferences and optimize the overall unmanned gate experience.
This driver had no clue how to use the check-in kiosk or the mobile check in. We needed to brainstorm solutions for significant design and accessibility issues.
Mapping out the Solution
New Customer Jounrey Map
Integrating Journey Map with Process flows
Final Designs
My designs focus on achieving a harmonious balance between aesthetics and functionality. I pay meticulous attention to visual elements, creating interfaces that are both pleasing and intuitive. Strategic use of interactive elements, micro-interactions, and animations enhances the overall user experience
Key Aspects Regarding Accessibility
Impact
Metrics Against the Pain Points
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Check-In Time Reduction: Reduced average check-in time from 7 minutes to 2 minutes.
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Labor Cost Savings: Achieved a 20% reduction in monthly labor costs after implementing the unmanned gate experience.
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Operational Efficiency: Increase the number of check-ins from 20 per hour to 40 per hour.
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User Adoption and Satisfaction: Maintained a user satisfaction score of 4.
Key customer feedback
“The introduction of the unmanned gate experience has been a game-changer for our logistics operations. Previously burdened with a cumbersome and time-consuming check-in process, our drivers now seamlessly log in to the app/kiosk at the gate, making the entire experience swift and hassle-free. The reduction in check-in time from 7 minutes to just a few minutes has had a significant impact on our operational efficiency.
Not only have we witnessed substantial labor cost savings by eliminating the need for additional gate guards, but the real-time visibility into the location of our loads has provided invaluable insights. Before we were tracking at 55%, but the week after implementing the solution we were tracking at 88%, and with a few adjustments to our geofences we achieved multiple weeks of 100% tracking in a row.
This digital transformation has not just met our expectations; it has exceeded them. The unmanned gate experience has not only saved us time and money but has elevated our overall efficiency and customer satisfaction.”
Big Wins for FourKites
This operational optimization translated into a noteworthy 15% boost in facilities department revenue and a remarkable 10% decrease in operational costs, clear testaments to the project's positive impact on both user satisfaction and financial performance. We also achieved a remarkable 25% growth in opportunities within the competitive landscape with this key module during the sales pitch.