Overview
J&T Express is a technology-based logistics company founded in 2015, offering express delivery services with national and international coverage. With 24/7 operations and a wide network across Indonesia, it is a top choice for fast and efficient package delivery. J&T also provides premium services such as free package pickup, real-time tracking, and various delivery options including regular, cargo, and international shipping. Committed to reliable service, J&T has grown to become one of the largest shipping providers in Indonesia.
The Objective
The goal of the J&T website redesign is to enhance user experience by addressing existing issues and leveraging available opportunities. 1. By placing greater emphasis on essential features, users will be able to easily find the information they are looking for. 2. By optimizing the navigation to be more intuitive, users will find it easier to browse the website, which will reduce confusion and improve efficiency in accessing the services provided.
Primary Research
I conducted primary research by assigning several tasks to users to evaluate their experience while using the J&T website. The research revealed that users still faced difficulties with certain features, particularly in tasks 2, 3, 5, and 6.
Secondary Research
I conducted secondary research by performing a comparative analysis of competitor companies to understand the features and advantages they offer. The research revealed that Lion Parcel and JNE excel in several of their features.
How Might We
I conducted "How Might We" (HMW) exercises in user experience research to identify opportunities for improvement and to reframe user problems into actionable design challenges. This method helps generate creative solutions by focusing on specific issues while maintaining an open-ended approach, encouraging collaboration and innovation.
User Persona & Information Architecture
After conducting various research, I then created user personas and information architecture based on the findings. The user persona communicates user insights, ultimately enhancing the user experience. Meanwhile, information architecture organizes and structures content and features, making it easier for users to navigate and find information. It improves the overall user experience by providing intuitive navigation, facilitating efficient access to content, and laying a strong foundation for product development and iteration.
Style Guide
Design Solution
