UPS
Full redesign of the Claim Submission flow for UPS
MY ROLE
UI/UX Designer
TIMELINE
June 2021 - December 2021
OVERVIEW
Out of 432 million visitors in the past three months, only 0.2% started the claims process, which is a critical aspect of the logistics process. Despite being a top search term on the site, only 30% of claims filed on UPS.com are approved and paid, with a low cNPS score of 16 compared to competitors. The study aims to address the issue of low completion rates by implementing changes to simplify screens, clarify navigation, and humanize language to increase customer satisfaction.
Due to confidentiality guidelines, this project is currently locked. If you're curious and would like to learn more, please feel free to get in touch with me via email at kseniiajin@gmail.com. I'd be happy to share the password with you!
What I worked on
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How I made it successful
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Fusce dignissim ligula ut feugiat fringilla. Quisque porta placerat risus, blandit egestas lectus iaculis nec. Praesent malesuada, ex ut accumsan sollicitudin, tortor justo commodo neque, eu venenatis arcu nisl et nibh. Sed vitae magna quam
Feedback from my team
“Lorem ipsum dolor sit amet, consectetur adipiscing elit. Fusce dignissim ligula ut feugiat fringilla. Quisque porta placerat risus, blandit egestas lectus iaculis nec. Praesent malesuada, ex ut accumsan sollicitudin, tortor justo commodo neque, eu venenatis arcu nisl et nibh. Sed vitae magna quam.”
Marcela Rodriguez
Sr. Manager Digital Experience