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Client Work / 2024
Adoline
Improving Delivery Operations Through QR System
Designed a digital delivery system that allows drivers to claim and verify orders through QR codes reducing delivery errors
Role
UI/UX Designer
Duration
3 Month
Context and Problem
Adoline is a B2B e-commerce application under PT. Anugrah Wahyudi Sejahtera, a company that supplies goods for hotels, restaurants, offices, and supermarkets. Through Adoline, business customers can easily order various products.
However, the distribution process and delivery note documentation were still handled manually in the warehouse, without an integrated system connected to the main application. This often led to miscommunication between the sales and warehouse teams, inconsistencies in shipping data, and prevented customers from tracking their order status.
To address these issues, Adoline was further developed with an integrated digital delivery note system. This system enables automatic creation and tracking of delivery notes, real-time data synchronization between teams, and provides full transparency for customers to monitor their shipments.
Process and Challange
I began the process by discussing with the Project Manager, who directly communicated with the client. From this discussion, the client requested that the delivery note system use QR codes to speed up the pickup process in the warehouse.
After drafting the initial user flow, I refined it with the Project Manager to simplify several unnecessary steps. During user identification, we discovered that the users were drivers using low-spec devices, and some of their phones even had non-functioning cameras.
To tackle this challenge, I designed the app to be lightweight and focused on its core functions claiming delivery notes and viewing order details. Drivers were also given two options to claim a delivery note: by scanning a QR code or by manually entering the delivery note number.
Previously, another common issue was incorrect or mismatched deliveries due to miscommunication between drivers and warehouse staff. To prevent this, each delivery note is now synchronized directly with the warehouse order number, ensuring consistent data across the warehouse, driver, and customer.
After completing the initial design, several iterations were made based on internal feedback. One of the main improvements was displaying customer information such as phone number, recipient name, and address directly on the order card, so drivers can view essential details without having to open each order individually.
Impact
Although I was not directly involved in the implementation and client testing, this design process established a strong foundation for a more efficient and user friendly delivery note system. The app was intentionally designed to remain lightweight and accessible, adapting to the drivers’ real device conditions some using low-performance phones and others with non-functioning cameras.
By synchronizing data between the warehouse, sales, and drivers, the system helps reduce delivery errors and improves the accuracy of delivery records. Additionally, displaying key order information directly on each card allows drivers to complete their tasks faster and with fewer steps.
Reflection
This project was a valuable experience in collaborating with a Project Manager who was significantly more experienced and senior than I was. Since all client and user communications were handled through the Project Manager, I often received insights secondhand rather than directly from the source.
This indirect workflow sometimes created gaps in fully understanding the users’ real context and needs. Through this experience, I learned the importance of being closer to users and clients not just to collect information, but to build a deeper empathy that leads to more accurate design decisions. Moving forward, I aim to be more proactive in research and validation phases, ensuring my designs not only meet functional goals but also genuinely solve user problems based on real understanding.
