Cargo Protect Contracts
PROBLEM
For the Sales & CGF (Castle Gate Forwarding) Contract Management teams, creating Cargo Protect contracts was a time-consuming and error-prone process. Stuck outside of NaviOS, an internal tool used by Wayfair teams, these contracts required manual creation, tracking, and updates in a Google doc. This inefficiency not only wasted valuable resources but also posed a significant hurdle to automating supplier signatures, a crucial step in streamlining operations.
SOLUTIONS
Integrate the ability to create and manage Cargo Protect contracts in NaviOS, which empowers the CGF Sales and Contract Management teams to:
Create contracts effortlessly: Initiate the process through the familiar contract creation workflow, specifying details like supplier, ocean region, and effective and expiration dates.
Manage contracts with ease: Update statuses, download PDFs, and filter for Cargo Protect contracts with ease.
Edit and amend contracts efficiently: Modify key details like rates and caps, even for signed agreements, with clear validation and notification of changes.
Bulk amend contracts in a snap: Upload a template and let NaviOS handle the heavy lifting, saving hours of manual work.
DISCOVERY
Understanding the current user journey for Cargo Protect contract creation and management was crucial for identifying pain points and driving improvement. To achieve this, I created a journey map to understand the steps users take to create, manage, and edit contracts within NaviOS. This unearthed valuable insights like:
Cargo Protect contracts lived within Ocean contracts, causing disjointed experiences and limited visibility.
Manual data entry and document generation led to errors and delays.
The Lack of automated workflows slowed down finalization and amendments.
Cargo Protect journey map
These insights led to clear improvements:
Housing all supplier contracts within NaviOS would improve accessibility and user experience.
Removing Cargo Protect contracts from Ocean contracts would open up new business opportunities and cater to specific client needs.
Implementing familiar workflows for creation and management would streamline the process and save time.
Bringing Cargo Protect contracts into NaviOS would establish a central communication platform, enhancing transparency and collaboration.
OBJECT MODEL MAPPING
To optimize Cargo Protect contracts, I held an Object Model Mapping workshop with a fellow designer, a content writer, and two product managers. Inspired by Object Oriented UX, we identified key entities like CGF operators, suppliers, and different contract types. We then mapped their interdependencies and functionalities, like CGF operators creating and editing contracts and suppliers reviewing and signing them. Finally, we brainstormed core content for each entity to inform wireframes and user journeys, ensuring a user-centric design.
Cargo Protect object model map
WIREFRAMING
Leveraging user insights gained from the journey map and object model map, I was able to define essential input fields for each contract type.
From quick sketches to mockups, I explored a diverse range of solutions, leveraging my team's input to hone each iteration.
HIGH FIDELITY WIREFRAMES
Balancing time constraints and technical feasibility, we ultimately opted for the MVP design that seamlessly integrated into the existing contract creation process. Here, abstract data and user flows were transformed into tangible design solutions for streamlining Cargo Protect contracts.
USER TESTING
With high-fidelity wireframes in hand, the final step was to ensure they truly met the needs of our users. I conducted design reviews and concept testing sessions with both the Contract Management and Sales teams, fostering an open dialogue and gathering invaluable feedback.
The sessions were structured around open discussions and interactive demos. By sharing the proposed designs and asking users to "think aloud" about their expectations and actions, I aimed to bridge the gap between my design intentions and their lived experiences.
Through this active listening, I was able to unearth a few pain points and together we were able to align on important verbiage and input field validations that I hadn’t originally considered.
Prototype used by during concept testing and design reviews
IMPACT
Integrating Cargo Protect contract functionality into NaviOS significantly improved the efficiency, accuracy, and transparency of these contracts. This resulted in:
Streamlined processes that minimized human errors, ensuring accuracy and compliance.
Reduced manual effort: Cargo Protect Contracts are now created and managed within NaviOS, saving the Contract Management and Sales teams over 40 days of time per year.
NEXT STEPS
The NaviOS Cargo Protect integration is just the beginning. With future plans for bulk amendments, Partner Home Rates UI integration, and billing automation, NaviOS is committed to continually streamlining and automating the cargo insurance process.