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Mailing a Package
Using the Fedex.com “Ship Manager”




Noah Levin   Human Factors Project   Mailing a Package via Fedex.com   December 2nd, 2010   1
TA S K A N A LY S I S


   Package prep is the hard part...

1. Prepare the Package / Shipment
   a. Sign in or One-Time Credit Card Shipment
   b. Fill out To address and From address
   c. Fill out Package / Shipment Details
   d. Billing / Optional Services

2. Print Address Label and Postage

3. Mail the Package                         not observed, though plenty of problems



  Noah Levin      Human Factors Project   Mailing a Package via Fedex.com   December 2nd, 2010   2
USER STUDY


    Having trouble? Too bad.
                                                                                      Credit card help?




                                                                                                          way too long to read
                                                             another pop up guide?


?

    what does all     ?
     this mean?


                                                         no info on dangerous goods



    Noah Levin   Human Factors Project   Mailing a Package via Fedex.com   December 2nd, 2010     3
H U M A N FA C T O R S P R I N C I PA L S


    Displays, Search, and Memory




•   Principals of Display Design & Labeling (Displays: p. 186 – 193, WLLB)
    No pictorial realism, high info access cost, low predictive aiding, low
    meaningfulness, poor relatedness / sequence of use
•   Parallel Search (Visual Sensory Systems: p. 78 – 81, WLLB)
    Too many nontargets, poor discriminability, too much visual clutter.
•   Working Memory (Cognition: p. 128, 134, WLLB)
    Lots of pop ups of information sources require large WM demands

    Noah Levin     Human Factors Project        Mailing a Package via Fedex.com   December 2nd, 2010   4
DESIGN SOLUTION


Provide inline help & instruction
  3.  Package  Details                                                                               ?    Help         Shipment  Details  &  Rates

    * Select  a                       Note:     Ground  Shipping  only  supports  your  own  packaging.              * Select  a  Shipping  Method.
      package  type.                            If  you  would  like  to  use  another  type  of  package,    
                                                please  choose  a  different  shipment  method                           Most  Popular


      Your  Own            FedEx                 FedEx           FedEx              FedEx           FedEx                     FedEx               FedEx            FedEx  
      Packaging            Envelope              Tube            Box                Pack            Envelope                  Ground              Air              Freight


    * Estimate  the  size  of  your  package  (show  common  sizes)
                                                                                                                     * Ship  Date        Today  (12/2/2010)
      FedEx  reserves  the  right  to  re-­weigh  and  measure  your  package


      Weight:                       lbs       Dimensions:       Length          Width           Height      in

                                                                                                                     * Select  a  Transit  Service


      Estimate  the  total  declared  value  (show  common  values)                                                          FedEx  Ground                      $16  
                                                                                                                             4:30pm     Mon     Dec  6th,  2010
      Amount:                             US  Dollars

                                                                                                                             FedEz  Express  Saver              $37  
                                                                                                                             4:30PM     Sat     Dec  4th,  2010

    * My  shipment  does  not  contain  dangerous  goods.  (hide  list)                                                      FedEx  Priority  Insured           $54  
                                                                                                                             8:00AM     Fri     Dec  3th,  2010
      aerosol  sprays    car  batteries          gasoline            matches                paint
      airbags            cologne                 jet  fuel           nail  polish           perfume
      ammunition         dry  ice                lighters            nitrogen               solvents
      butane                                     lithium  battery    polish  remover        and  more.
                                                                                                                               Ship  &  Print  Label  »

                                                                                                                    After  shipping,  you  can  also  print  your  receipt,  
                                                                                                                    get  your  Tracking  Number,  or  cancel  your  order.




Noah Levin              Human Factors Project                            Mailing a Package via Fedex.com                         December 2nd, 2010                             5

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FedEx Ship Manager Redesign

  • 1. Mailing a Package Using the Fedex.com “Ship Manager” Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 1
  • 2. TA S K A N A LY S I S Package prep is the hard part... 1. Prepare the Package / Shipment a. Sign in or One-Time Credit Card Shipment b. Fill out To address and From address c. Fill out Package / Shipment Details d. Billing / Optional Services 2. Print Address Label and Postage 3. Mail the Package not observed, though plenty of problems Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 2
  • 3. USER STUDY Having trouble? Too bad. Credit card help? way too long to read another pop up guide? ? what does all ? this mean? no info on dangerous goods Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 3
  • 4. H U M A N FA C T O R S P R I N C I PA L S Displays, Search, and Memory • Principals of Display Design & Labeling (Displays: p. 186 – 193, WLLB) No pictorial realism, high info access cost, low predictive aiding, low meaningfulness, poor relatedness / sequence of use • Parallel Search (Visual Sensory Systems: p. 78 – 81, WLLB) Too many nontargets, poor discriminability, too much visual clutter. • Working Memory (Cognition: p. 128, 134, WLLB) Lots of pop ups of information sources require large WM demands Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 4
  • 5. DESIGN SOLUTION Provide inline help & instruction 3.  Package  Details ? Help Shipment  Details  &  Rates * Select  a     Note:     Ground  Shipping  only  supports  your  own  packaging.     * Select  a  Shipping  Method. package  type.   If  you  would  like  to  use  another  type  of  package,       please  choose  a  different  shipment  method Most  Popular Your  Own     FedEx     FedEx     FedEx     FedEx     FedEx     FedEx   FedEx   FedEx   Packaging Envelope Tube Box Pack Envelope Ground Air Freight * Estimate  the  size  of  your  package  (show  common  sizes) * Ship  Date Today  (12/2/2010) FedEx  reserves  the  right  to  re-­weigh  and  measure  your  package Weight: lbs Dimensions: Length Width Height in * Select  a  Transit  Service Estimate  the  total  declared  value  (show  common  values) FedEx  Ground     $16   4:30pm     Mon     Dec  6th,  2010 Amount: US  Dollars FedEz  Express  Saver   $37   4:30PM     Sat     Dec  4th,  2010 * My  shipment  does  not  contain  dangerous  goods.  (hide  list) FedEx  Priority  Insured   $54   8:00AM     Fri     Dec  3th,  2010 aerosol  sprays car  batteries gasoline matches paint airbags cologne jet  fuel nail  polish perfume ammunition dry  ice lighters nitrogen solvents butane lithium  battery polish  remover and  more. Ship  &  Print  Label  » After  shipping,  you  can  also  print  your  receipt,   get  your  Tracking  Number,  or  cancel  your  order. Noah Levin Human Factors Project Mailing a Package via Fedex.com December 2nd, 2010 5