Providing Focused View to Reefer Customers
The Problem
As part of their daily tasks, customers of Captain Peter (reefer visibility tool for monitoring container temperature during transit) need to ensure their reefer cargo (temperature-controlled goods) is received on time and any challenges in relation to the arrival conditions are mitigated or prevented as soon as an issue appears.
The task becomes a challenge to keep up, when the number of container shipped on weekly or monthly basis can vary from tens to thousands, depending on the size of company.
The Solution - Arrival Summary
Arrival Summary provides easy filtering of arriving shipments in the coming 3,7, or 14 days. The customer can filter all shipments that arrive in these time periods and pick the containers that have experiences:
- Changes in their ETA (estimated time of arrival)
- Containers that experienced temperature deviations
- Containers that did not pull down to the required temperature to be kept during the journey (set point)
Methodology
- Qualitative Interviews
- Thematic Analysis
- Co-Creation Workshop
- Usability Testing
Understand the Customer
Goal: Understand practices around arrival shipments and Logistics collaboate with the quality assurance department.
We recruited customers who use Captain Peter on daily basis and work within logistics.
| Participants | Role |
|---|---|
| 5 | Logistics Manager |
Topics of interests during the qualitative interviews:
- Monitoring of shipment (how many, how often, reporting tools)
- What makes a container a priority whille monitoring
- Collaboration with other departments
- Handling arriving containers
Insights
| Insights | |
|---|---|
| Information at Glance | To take decision for next steps, specific information needs need to be met depending on the customer’s role and operational procedures. |
| Narrowing the Chaos | To delegate tasks and fixate the most urgent shipments, customers shared their processes of narrowing number of containers per view by using specific filtering criteria based on their area of focus (temperature, ETA, etc.) |
Co-Creation Workshop
I facilitated a co-creation workshop with the product team to come up with ideas on to ease our customers when monitoring and handling arriving shipments.
Concept Testing
To weight the different solutions proposed during the co-creation workshop with the product team, we have prepared three different concepts to understand what information is most important for customers which would be the best way to be served.
