UX / UI Design

Elevating the UPS Merchant Hub for Small and Medium-Sized Enterprises

As a consulting product design associate, I worked concurrently with the UPS research team to translate insights from their initial research into an interactive prototype that simplifies SME interactions with UPS services. By resurfacing the guiding principles for the design of Merchant Hub For Business, our team consulted on bridging the MVP state of the product with the future context of the experience.

My role

UX Design; I worked concurrently with the UPS research team to translate insights from their initial research into an interactive prototype that simplifies SME interactions with UPS services.

The Team

partnering with user research to uncover the real-world challenges SMEs face when dealing with shipping logistics.

Timeline

“It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.”

Elevating the UPS Merchant Hub for Small and Medium-Sized Enterprises

UPS has always been at the intersection of human interaction and design – but the world is evolving. Customer insights are more personal than ever, new tech crops up every single day, and the AI revolution has only just begun. 



Taking these changes into account, my team at Material determined that now is the perfect time to reflect on the strides made and the opportunities that stood before us. 
By resurfacing the guiding principles for the design of Merchant Hub For Business, our team consulted on bridging the MVP state of the product with the future context of the experience.

How do the tenets of flexibility, customization, and delight manifest in the future state of MC4B? The approach began with thorough partnering with user research to uncover the real-world challenges SMEs face when dealing with shipping logistics. As a consulting product design associate, I worked concurrently with the UPS research team to translate insights from their initial research into an interactive prototype that simplifies SME interactions with UPS services.

Ecosystem Challenges

  1. Fluctuating Design System: The UPS design system was undergoing constant updates and changes, making it challenging to maintain design consistency and integrate new components seamlessly.

  1. Managing Client Relationships: Balancing the diverse expectations and requirements of multiple stakeholders within UPS, while advocating for user-centered design solutions.

  2. Complex User Needs: SMEs had varied and complex needs across different shipping stages, requiring a flexible and adaptable design approach.

Design principles

The objective was to elevate and increase the usability of the landing page for the UPS Merchant Hub, tailored specifically for small and medium-sized enterprises (SMEs). The prototypes served to address the SMEs' pain points and needs throughout their shipping processes (pre-, during, and post-shipping) and to translate these insights into an intuitive design that simplifies their interactions with UPS services.

  • Flexibiity: How does flexibility manifest in the current experience and beyond?
    How are we compromising these themes in the current experience?
    What does flexibility mean to business owners? To stakeholders?

  • Customization: How does customization manifest in the current experience and beyond? 
How can we make business owners feel special, seen, and heard? What can we do to make their lives easier?

  • Delight: How does delight manifest in the current experience and beyond? 
What makes something delightful? Why is delight so impactful?