Context
As part of its growth and expansion strategy, Paack developed MyConsole, a shipment management platform designed to optimize logistics for small and medium-sized businesses. This solution addresses the need to serve an underserved market segment, allowing Paack to diversify its offerings and strengthen its position in the industry.
Through MyConsole, efficient operational workflows, process automation, and a scalable system are integrated to enhance productivity and facilitate data-driven decision-making. This not only optimizes logistics operations but also drives the company's sustainable growth.
Problem Statement
As Paack expanded its presence in the logistics sector, it identified an underserved market opportunity: small and medium-sized businesses (SMBs) that needed an efficient solution for shipment management. These businesses faced several operational challenges, such as:
Manual and inefficient processes, increasing both the time and cost of managing shipments.
Lack of visibility into package status, creating uncertainty for customers.
Limited integration with other logistics systems, affecting business scalability.
Paack needed an intuitive and scalable platform to optimize shipment management for this sector, improving operational efficiency and strengthening its value proposition in a growing market.
Research & Discovery
Research Objective
To design an effective solution, it was essential to understand the needs and challenges of small and medium-sized businesses (SMBs) in shipment management. The goal of the research was to:
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Identify friction points in their logistics processes.
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Understand how they managed shipments and what tools they used.
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Discover opportunities to improve user experience and operational efficiency.
Research Methodologies
To gain deep insights into users and the market, different research methods were applied:
Quantitative Research
An analysis of Paack’s internal data and surveys with SMBs was conducted to gather relevant statistical information:
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Surveys with 50+ businesses on their experience with shipping platforms.
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Analysis of Paack’s internal metrics to detect trends in customer behavior.
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Competitor benchmarking (e.g., GLS) to identify differentiation opportunities.
Key finding:
60% of SMBs managed their shipments manually, without efficient digital tools.
Qualitative Research
To better understand the specific challenges users faced, in-depth interviews and exploratory testing were conducted:
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Interviews with 15 business owners and logistics operators to gain insights into their frustrations and needs.
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Customer Journey mapping to identify critical moments in shipment management.
Key finding:
Most interviewees mentioned the lack of real-time shipment visibility as their biggest frustration.
Key Findings
Based on the analysis of the collected data, three main issues were identified:
User Personas
Based on research, two primary user profiles were identified, each with distinct needs and objectives:
Ideation & Solution Design
After analyzing the research findings, the next step was to ideate solutions to address the key challenges identified in SMBs’ shipment management. Design Thinking methodologies and collaborative UX workshops were used to define the core features of MyConsole, ensuring the platform effectively met real user needs.
Brainstorming & UX Workshops
During the Workshop, we gathered a multidisciplinary team composed of designers, developers, logistics experts, and key stakeholders. The primary objective was to explore innovative solutions and define the essential functionalities of MyConsole, ensuring that the platform effectively addressed the problems identified during the research phase.
A collaborative ideation process was conducted to generate multiple ideas and explore potential solutions. Subsequently, we applied the Effort vs. Impact matrix to prioritize the most viable features aligned with user needs.
Key Workshop Findings
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Simplification of the shipment management flow → An optimized process was structured to streamline order creation, tracking, and delivery.
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Need for a dashboard with key metrics → It was identified that users require clear information on shipment status and operational performance.
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Automation of repetitive tasks → The integration of features such as automatic labeling and smart notifications was prioritized.
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Integration with multiple platforms → The importance of connecting MyConsole with e-commerce, carriers, and logistics management tools was validated.
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Improvements in user experience → An intuitive interface was proposed to minimize the learning curve and facilitate navigation.
Solution Design
Main Screens
The MyConsole design is based on UX principles to enhance efficiency, accessibility, and usability.
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Clear hierarchy → Key data at the top, intuitive sidebar navigation.
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Accessibility → Color-coded status labels, sortable table, quick-access button.
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Real-time data → Dynamic metrics and charts for faster decision-making.
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Workflow optimization → Minimizes clicks and automates repetitive tasks.
This design streamlines order management, optimizing visualization and shipment administration within MyConsole.
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Workflow Optimization → Quick access for order creation and bulk upload via CSV.
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Efficient Search → Filter by ID or recipient, reducing query times.
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Clear Information Hierarchy → Data organized in a table with intuitive pagination.
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Use of Visual Labels → Order statuses differentiated by colors for easy recognition.
This design optimizes the order creation experience, ensuring accuracy and efficiency in logistics management.
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Step-by-step guided process → Minimizes errors and simplifies order creation.
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Address auto-completion → Reduces manual data entry.
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Clear visual hierarchy → Well-organized sections enhance usability.
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Prominent action button ("Continue") → Guides the user through the workflow.
This design enhances shipment management by allowing detailed package configuration, optimizing logistics accuracy.
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Step-by-step guided process → Reduces errors and streamlines the workflow.
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Visual package selection → Enables quick and accurate identification of dimensions.
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Customization options → Delivery and pickup instructions provide greater clarity.
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Clear action buttons → "Back" and "Continue" ensure intuitive navigation.
Testing & Validation
The validation process for MyConsole included various user testing methodologies to ensure a smooth and efficient experience. Areas for improvement were identified through usability tests, iterations, and key metric analysis.
Applied Methodologies
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Usability Testing → Evaluated ease of use by observing users completing key tasks.
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Task-based Testing → Simulated real order management scenarios to identify workflow friction.
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A/B Testing → Compared different interface versions to optimize conversion and navigation.
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Qualitative Feedback → Conducted interviews to understand user needs, frustrations, and expectations.
Improvements Implemented After Testing
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Form optimization → Reduced unnecessary fields and improved input validation.
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Navigation refinement → Repositioned key elements for easier access to essential functions.
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Enhanced order status visibility → Improved status labels with clearer colors and icons.
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Clarity in messaging and labels → Adjusted text for better system comprehension.
Continuous testing and iterations ensured an optimized platform, reducing friction and delivering an intuitive and efficient user experience.
Testimonials
"Before MyConsole, managing shipments was a mess—multiple spreadsheets and too many manual errors. Now, the entire process is automated and centralized in a single platform. Additionally, real-time alerts have allowed us to improve our successful delivery rate by 30%"
Paloma Puyol
Operations Manager
"Since we implemented MyConsole, in our online store, we have reduced shipment management time by 40%. The integration with our e-commerce platforms was quick and seamless, and now we can track orders in real-time. Without a doubt, an essential tool for our business.
Jordi Ferrer
E-commerce Owner
"Our customers used to constantly reach out to ask about their order status. With MyConsole, we have reduced inquiries by 50% thanks to automated notifications and real-time tracking. The customer experience has significantly improved.
Laura Sharma
Customer Support Manager
Conclusion & Next Steps
The validation process for MyConsole included various user testing methodologies to ensure a smooth and efficient experience. Areas for improvement were identified through usability tests, iterations, and key metric analysis.
Conclusion
MyConsole has proven to be an effective solution for shipment management in small and medium-sized businesses, providing automation, real-time visibility, and seamless integration with multiple platforms. With a user-centered and data-driven approach, the platform has successfully reduced management time, improved operational efficiency, and enhanced customer
Continuous testing and iterations have refined the platform, ensuring an intuitive interface and streamlined processes that simplify logistics operations. Businesses across various industries have reported significant improvements, including a 50% reduction in customer support inquiries and a 30% increase in successful delivery rates.
Next Steps
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Expanding Integrations → Add more e-commerce platforms and logistics providers to enhance scalability.
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Optimizing User Experience (UX/UI) → Improve dashboard customization and workflows tailored to specific business needs.
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Implementing Artificial Intelligence → Automate shipment assignments and provide delivery predictions based on historical data.
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Advanced Data Analytics → Develop real-time analytics tools to help users optimize their logistics operations.
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Market Expansion → Adapt MyConsole for new regions, ensuring compliance with different logistics regulations.
With these enhancements, MyConsole will continue to evolve as a leading logistics solution, ensuring efficiency, accuracy, and ease of use for businesses of all sizes.
Thank You for Exploring!
I truly appreciate you taking the time to explore this case study. Every detail and decision behind this project was crafted with passion and purpose. I hope it has inspired you as much as it has inspired me. Keep creating, innovating, and exploring! ✨ See you in the next challenge.🚀
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