Streamlining VersaFleet Task Productivity with Return Task Creation
I helped VersaFleet fulfill the needs of its biggest client by developing a new feature to digitalize their entire logistics process, streamlining operations and reducing reliance on manual paperwork.
Scope
Product Design
Industry
VersaFleet, Logistic
We have two distinct products, each catering to different users:
Website Dashboard
Built for operational teams to analyze data, create and assign tasks to drivers, dispatch the drivers and monitor deliveries in real-time
Mobile Application
Designed for company drivers to manage their daily tasks, from picking up packages at designated locations to deliveries at their destinations.
Current State
Now that we understand the full end-to-end process of our clients’ delivery goals, I can break down the two types of tasks we handle at VersaFleet:
Delivery Task
Created when clients need to transport items from the warehouse to multiple store locations.
Pick-Up Task
Created when clients need to collect items from multiple stores and deliver them back to the warehouse.
Currently, VersaFleet provides solutions for both types of tasks mentioned above—effectively covering all our clients' needs so far. Until...
New Challenge Arrived!
In early 2023, VersaFleet onboarded a new client—a major convenience store retail chain in Malaysia with over 3,000 stores nationwide.
Is there a way to connect delivery and pick-up tasks?
When drivers deliver items to multiple stores, there may be items that need to be returned to the warehouse—but this isn’t always certain.
Operational team can create pick-up tasks, but they can’t predict which items will be returned or when, as they don’t have direct contact with store owners.
Drivers, on the other hand, are the first to know about returned items from store owners, but they don’t have the ability to create tasks themselves, as this is managed by the operational team through the VersaFleet dashboard.
Understanding the Process on the Ground
I had the opportunity to observe users firsthand by visiting the Headquarters and Distribution Center to understand the end-to-end process and uncover solutions to this challenge.
Everything is done by paper. Everything!
Walking into the HQ, you’ll notice stacks of paper everywhere. Everything relies on printed documents, every Delivery Order must be printed and manually checked at the Distribution Center.
Returned items follow a similar process. Store owners manually list the details of items to be sent back to the DC, creating separate documents from the original Delivery Order. These documents are often divided by item category, resulting in multiple return forms.
Takeaways:
Less Interaction. Observing many older workers throughout the end-to-end process, it became clear that the main users are not tech-savvy. To encourage digital adoption over paper, the solution must be designed to be as simple and intuitive as possible.
Multiple Task Creation. Since store owners typically create multiple documents, we need to account for this by allowing a single store to have multiple tasks in the system.
Operational team only learns the details of returned items once the driver arrives back at the Distribution Center
They can only confirm the returned items at a later stage in the process. This means they can’t be relied upon for real-time updates, as the return process operates entirely separately from delivery and pick-up tasks.
Takeaways:
Driver-Based Improvement. The only ones who can provide real-time updates are the drivers, so the solution must focus on enhancing their workflow.
Aligning with the Existing Flow. Even though the return process is separate from delivery and pick-up tasks, we should optimize what already exists. By integrating this new process into the existing delivery task flow, we create a more intuitive system—one that mirrors real-world operations and improves overall understanding.
Sync the Process with Existing Flow
With these takeaways in mind, I began the initial steps. In the existing flow, the delivery task process ends once the driver successfully delivers items to the drop-off point. From there, they return to the homepage to check their runsheet and continue with the remaining deliveries.
To sync it, I create an entry point to create new return task here. Why?
The driver is still at the store, meaning we can automatically retrieve the pick-up address from the existing task without requiring manual input. This minimizes the steps needed from the driver, making the process more efficient.
Seamless flow. The process becomes more seamless as it mirrors real-world operations. After delivering items from the DC, the driver can immediately receive return item details from the store owner in real-time.
The Improvements
After we all agreed with the enhanced flow, I initiated the design. I make sure the new design are still aligned and consistent with the existing. Three main things that I can highlights in this improvements are:
Entry Point
The entry point is placed at the end of the Delivery Task flow, allowing drivers to get assistance from store owners in filling out return item details.
Considering that many users are not tech-savvy, misclicks are likely—such as accidentally selecting "Create Return Task" instead of "Back to Runsheet". To prevent this, we provide a confirmation modal, reducing errors and ensuring a smoother experience.
Data Gathering
The goal of data gathering in this process is to reduce unnecessary interactions. To achieve this, we automatically fetch available data, such as store location, contact number, and task type tags.
For the remaining inputs, we integrate barcode/QR code scanning, allowing drivers to quickly capture data by simply scanning codes from documents and returned items. This streamlines the process, making data collection faster and more efficient.
Wrapping Up the Task
To ensure all gathered data is correct, we provide a task summary page where users can review the details. This step also allows them to collect signatures and evidence from the store, ensuring task accountability.
Once everything is finalized, users are directed to the completion page. From here, they have the option to create another return task—supporting multiple task creation—or return to the homepage to continue deliveries to other drop-off points.
Summary
Since this feature is developed specifically for a single client, we prioritize
Client Satifiscation
Operational Efficiency
Adaptability
Accuracy & Reliability
Time Efficiency
However, this solution could become an advantageous feature for future clients. To scale it effectively, we would need to:
Validate Its Effectiveness by conduct usability testing and gather structured feedback to measure real impact.
Analyse Performance Data by track key usage metrics to identify potential improvements.
Optimise for Scalability by adapt and refine the feature to make it applicable for a wider audience.
By doing this we could make this feature evolve into a strategic advantage for company's future growth.