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Redesigning the order management system of a Canadian rail freight giant.
Our client's order management system needed an upgrade, it was -
Fragmented, lengthy process
Order creation process happens across different tools, requiring multiple logins
Issues with visibility
The order statuses are not clear, and it is difficult to locate orders in error
Confusing navigation
The UI is outdated and the navigation across orders and in the forms are confusing.
We needed to design an order management experience that is easy to navigate, allows real-time visibility, and an effortless tracking?
Our Solution : An incremental approach to revamping the system
The objective was to progressively enhance the order creation form while maintaining user familiarity, minimizing friction in critical workflows, strengthening trust, and ensuring uninterrupted operations.
MVP
Build your order, your way.
A single form simplifies order creation by focusing on essential information upfront, allowing users to begin quickly and complete additional details whenever convenient.
Fill to INITIATE the Order
Fill incrementally with time
Intermodal Overseas Shipping - the complex delivery system
There are 4 major types:
Door-to-Door
Ramp-to-Ramp
Door-to-Ramp
Ramp-to-Door
The complex part of container delivery
Delivering EMPTY Containers
Each container can have different origins and destinations
Each container can have different delivery windows
Typically different types of containers
Delivering FILLED Containers
Each stop can have multiple containers that are loaded with different kinds of shipments.
Each stop can have multiple containers that are loaded with different kinds of shipments.
Multiple UI review sessions with he developers helped us to tackle the UI inconsistencies and build a stronger and more consistent tool.
One-page form with clearly defined sections
The first section needs to be filled to begin the order, and so it is opened by default
Info summary on the accordion
Once filled, important information appears in a collapsed accordion for easy reference without having to open it again
Visually grouping complex information
Each container needs about 30 fields of information. We used visual elements to group information and reduce cognitive load.
Quick fixes for effeciency
After testing, we realized the selected state was not as apparent, and we added a simple blue strip to clearly indicate selection.
Blue Strips to indicate selection
Red to indicate ERROR
Thoughtfully designed features enhance usability and make the tool both powerful and intuitive to use.
ERROR resolutions
Provide clear explanations to improve transparency, with icons guiding users directly to the section where the error occurs.
Clear CTA to fix the ERRORS
Precise Delivery Data Fields
Clearly defined information fields capture container details accurately, ensuring a more efficient and reliable delivery process.
Key Learnings from the Project
Prioritizing impact over output
Focused on high-value user flows and measurable outcomes rather than simply delivering more features
Consistency drives cohesion
Ensured a consistent user experience despite varying technical and structural limitations.
Communication is the key
The UI is outdated and the navigation across orders and in the forms are confusing.
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