Ninja Van • 2023
Boosting partners' confidence by improving homepage and navigation
Enhancing the Ninja Point platform's homepage dashboard and navigation.
Overview
The Ninja Point revamp began with improving the homepage dashboard to accurately display parcel counts—parcels in-store, ready for pickup, and awaiting customer collection.
Through data deep dive sessions with business stakeholders and engineers, we identified this as a key problem—partners frequently contacted PUDO account managers because the platform continued displaying parcel counts even after parcels were scanned and handed over to drivers. This created anxiety among partners, as they feared being held accountable for missing parcels, further reducing their trust in the platform.
Missing data on the platform—like when a collect parcel has expired and needs to be returned to drivers—made the issue worse. Partners sometimes missed returning these parcels, only realising the mistake when account managers reminded them. This created additional frustration, as partners worried about the impact on their commissions.
Additionally, unclear navigation labels created a confusing user experience, while the system's lack of a mobile-friendly design was a major drawback, given that most users accessed it via mobile devices.
Ninja Point platform homepage and navigation before the revamp
"It's very confusing. Sometimes (the parcel data) is not accurate. There was once the parcel was already collected by the customer but it still show that it is in my store in the system. It's crazy."
– Partner Jo and Jo feedback via survey
"The titles "Send Your Parcels", "To Customer", "To Driver" and "For Driver" are not immediately intuitive. Requires a bit of thinking, which slows the the process. Perhaps the titles can be changed or be highlighted in different colours to make it more intuitive."
– Partner Ninja House via survey
Note: This revamp also aimed to migrate the Ninja Point platform to our new design system, ensuring consistency across all products.
Proposed solutions
During the data deep dive sessions, we identified potential solutions to address the issues:
1. Inaccurate or missing data
- Conduct further investigation to identify why the parcel count on the Ninja Point homepage dashboard was inaccurate. Map out the data pull (where the data comes from, conditions for it to appear) and implement necessary changes.
- Display expired parcel counts prominently on the homepage dashboard, along with relevant information such as the tracking ID. This will alert partners to separate expired parcels and hand them over to drivers during collection.
2. Unclear navigations and mobile optimisation
- Update labels to reflect the primary users and their workflows for better clarity. For example, replace "Send your parcel" with "Seller drop-off" since this flow is intended for sellers to drop off parcels at a Ninja Point.
- Simplify homepage dashboard design by removing unnecessary information to minimise clutter and focus on necessary data and optimising for mobile-use.
With these high-level solutions, we established a solid foundation to move forward with concept testing. This allowed us to validate our proposed changes with partners before committing to full-scale development. This approach also provided valuable insights into any areas requiring further refinement, allowing us to prioritise enhancements that would deliver the most impact.
Concept testing
We conducted concept testing sessions with 10 Ninja Point partners. The objectives of these sessions were to:
- Identify partners’ pain points and inefficiencies in the current flow related to homepage and navigation
- Evaluate alignment between proposed the homepage and navigation concepts and partners' needs
- Observe partners’ reactions, behaviors, and mental models towards the new concepts with the new design system
Learning points
- Determine what partners expect in terms of data content, accuracy, and update frequency on the homepage.
- Assess how quickly partners can find specific information and perform key tasks.
- Identify issues such as confusing labels, dead ends, or unclear information architecture.
- Determine whether partners find the addition of expired parcel data on the homepage relevant and interesting.
Key Insights
In summary, our concepts were positively received by most of the partners.
Partners rely on parcel count for task completion
- Insight: Partners view the data as a way to make sure that they finish their job for the day e.g. parcel count in store has to be 0 at the end of day.
- Outcome: By prioritising parcel data and moving it to the top, we improved task visibility and ensured partners could track progress efficiently.
Redundant parcel data was unnoticed when removed
- Insight: Partners found the expired parcel count valuable for preparing driver handovers and managing workflows.
- Outcome: The addition of expired parcel data reduced confusion and ensured timely parcel handovers, enhancing operational efficiency.
Highlighting expired parcel data improved handover prep
- Insight: Partners did not notice the removal of "Incoming parcel from driver" data until prompted, as it was not critical for their workflow.
- Outcome: This validated the streamlining of data, removing clutter and focusing only on high-priority information.
Navigation clarity improved with icon-based labels
- Insight: Partners found labels like "Drop-off and return" and "Driver handover" clearer and more intuitive due to icon usage.
- Outcome: This improved task identification for both experienced and new partners, enhancing usability and reducing time spent searching for services.
Results
After rolling out the revamped Ninja Point homepage, we conducted a survey to evaluate its impact on partners' experience.
- 63.9% of partners reported an improved experience with the new homepage and navigation.
- 34.3% stated that their experience remained unchanged.
These results highlight the effectiveness of the design improvements, particularly in streamlining navigation, prioritising critical data, and enhancing usability for partners.
(WIP) Enhancing partners' experience by streamlining seller drop-off with faster scanning
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