Opportunity
“System X” was a legacy application used by UPS dock workers to scan freight across global service centers. Thousands of employees relied on it daily to build containers for trucks, planes, and ocean carriers. But the hardware was failing, the software was obsolete, and competitors were moving ahead. With old devices soon unsupported, UPS needed a modern, mobile solution that could scale globally while improving reliability and efficiency.
The old hardware used for dock scanning that was hindering productivity and costing millions to maintain.
Key Problems
Reliability Issues
Daily hardware outages and system errors delayed work and wasted resources.
High Training Overhead
Onboarding of current software took weeks due to workflow misalignment and poor usability.
Error-prone processes
Confusing feedback and limited visibility led to missorted freight and costly mistakes.
New platform shift
Transitioning from large, fixed scanners to low-cost, mobile devices was a massive change for users.
Design Approach
-
Deep field research: Spent 2 months on-site across multiple roles, documenting task flows, environmental conditions, and cognitive load. Built empathy maps and user journeys to capture real-world challenges.
-
Data triangulation: Analyzed help desk tickets and combined insights with ethnographic research to identify high-impact opportunities.
-
Collaborative prioritization: Partnered with PMs and domain experts to focus design effort on tasks most critical to operations.
-
Iterative testing: Explored workflows with low-fidelity wireframes, then validated prototypes directly with dock workers using test setups at beta sites. Conducted field testing across 4 U.S. hubs to adapt for unique environments.
Brain dump of sticky notes I did to map all of the tasks, inputs, and existing device controls. I used this as a starting point for mapping primary versus secondary actions, as well as finding functionality gaps and new opportunities.
.png)
A low fidelity, rapid prototype used for discussion with SMEs and unmoderated testing early in design.
.jpg)
Prototype mobile "deployed" using Adobe XD integration to simulate experience on actual upgraded Zebra hardware to test on-site with users.
Challenges
-
Resource constraints: UX research wasn’t budgeted, requiring creativity in securing funds (ultimately covered by the training budget).
-
Varied workflows: Conflicting practices across beta sites required flexible design patterns and adaptive workflows.
-
Pioneering effort: As one of the first mobile UX projects in Freight Forwarding, this work had little precedent, demanding extra alignment with stakeholders.
Impact
-
Fast adoption: Successful rollout across 4 beta sites within 2 weeks, with 1,800+ devices in active use in the first month.
-
Cost savings: Training costs reduced by 50% through intuitive workflows and streamlined task flows.
-
Recognition: Awarded Most Intuitive Design by the Head of Global Freight Forwarding.
This project underscored the value of field research and empathy-driven design in high-stakes operational environments. By spending time in the users’ world, I uncovered constraints and opportunities that wouldn’t have surfaced in a traditional office setting. It also taught me the importance of creative problem-solving under resource limitations—advocating for UX investment even when it wasn’t part of the initial plan. Ultimately, this experience reinforced my belief that great design doesn’t just improve usability—it transforms business efficiency and builds trust with users on the front lines.