Lot-level analytics dashboard
Amazon's Transparency program is a product serialization service used to verify products before they are shipped. Transparency offers enrolled brands the ability to view their lot-level return metrics and return reasons through a returns report. For this project, I was the sole UX designer tasked with converting manual Excel returns reports into an interactive and automated dashboard accessible through the Transparency portal.
Timeline
April 2023 to Dec 2023
Outcome
Reduction in product returns, increase engagement on Transparency, streamline processes for brands
Contribution
Sole designer - worked on research, ideation, wireframing, user testing, and prototyping
Team
Transparency
CONTEXT
What is lot-level analytics?
Lot-level analytics was launched in 2021 enabling Transparency brands to provide their lot numbers in order to view their lot-level return metrics and return reasons through a returns report that is manually generated and emailed.
Example of current report generated
In 2022, around 2500 brands signed up for the lot-level analytics reports, 79% of them expressed satisfaction
The brands interviewed requested additional features to be added:
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💡 Ability to view the reports within the Transparency portal
💡 Additional insights such as Ratings & Reviews by lot number and visibility into individual serial numbers
💡 Faster distribution cycle (e.g., Weekly compared to monthly).
This led to how might we...
Introduce an automated lot-level insights dashboards which improves upon the existing reports; and help brands deep dive into defective lots and identify the root cause of the defects.
DEFINE
To help define requirements and reduce design churn, I worked with the PM to develop workflows to visualize possible experiences.
Generated 5+ workflow alternatives, analyzing strengths and weaknesses of each approach until reaching consensus on the optimal solution.
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Key questions addressed included:
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Determining optimal entry points for lot and supplier data
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Identifying the most streamlined process for users to update existing data
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Exploring automation opportunities to minimize user workload
Example of workflow
The proposed user flow seemed complex and would have impacted many different pages on Transparency. I aimed to simplify the approach while still meeting all defined requirements.
Image showing the before and after workflows. Blue boxes depicted existing processes and white boxes depicted new processes
IDEATE
Following stakeholder alignment, developed comprehensive wireframes and clickable prototype.
Example of sample wireframes and designs
RESEARCH
Usability testing was done on the prototype with 7 brands from China and 3 brands from the US. The goals of the sessions were to:
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Understand how brands will utilize the Lot-level Analytics dashboard
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Test the prototype for usability issues and where any confusion points are
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Understand the brands needs and how we can ensure the dashboard address them
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Verify the new workflow for lot and supplier entry and management
100% of participants stated the concept provided valuable insights to effectively monitor and address supply chain issues, and achieved an average EASE score of 4.2 out of 5.
DESIGN
Implemented iterative design improvements based on brand feedback and scorecard analysis*
* a suite of scorecards (accessibility, design, usability and writing) to establish UX metrics around the usability of product solutions. Contact me to learn more :)
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Please note the designs shown are only ones that have been launched
EVALUATION & HANDOFF
I developed multilingual prototypes and responsive layouts to validate design flexibility across multiple language translations and various screen sizes and devices.
Example of translations and responsive designs
Led cross-functional collaboration to ensure successful implementation:
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Aligned with Product Managers on requirement fulfillment
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Partnered with Engineering to validate front-end development and micro-interactions
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Coordinated with Legal for content approval
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Maintained regular stakeholder communication to proactively address concerns
REFLECTION
As the only UX designer on this project, I had to navigate through 4 different PM transitions while keeping the project on track. Starting with just a vision and no concrete requirements, I learned to be scrappy - creating quick mockups and workflows to help each new PM get up to speed, align on direction, and reduce design churn.
One of my biggest takeaways was learning how to break down a massive project into digestible pieces. What started as a huge undertaking became 3 focused epics, with this case study showing the first piece of the puzzle. 🧩
Stay tuned - I'll be sharing the next chapters of this project soon!
View my other projects