Desktop application
Enabling B2B orders for global fulfilment
Project overview
ShipBob helps e-commerce brands store inventory and fulfill orders. They faced a major issue—their most successful clients would eventually start partnering with major retailers, and ShipBob struggled to support them.
I was the main product designer on this project and collaborated with a project manager, account manager, and warehouse manager to extend the product with B2B functionality.
The new features reduced B2B processing error rates by 90% and ensured ShipBob could scale alongside its most valuable clients.
Challenge
ShipBob primarily served small e-commerce brands. However, as some clients grew and started selling in stores like Walmart, the software couldn’t support these complex orders. This led to costly delays, frequent errors, and ultimately, client churn.
Objective
Extend ShipBob's existing software to handle B2B orders—including updates to the client dashboard and the backend tools used by warehouse staff.
Constraints
Major retailers each have their own SOPs for how inventory must be shipped—label formats, box dimensions, and more. Some use distribution centers that require precise box and pallet configurations.
Process
Gathering frequent feedback from warehouse staff was critical. Their in-depth understanding of packing workflows helped identify edge cases and oversights early, and ensured the product reflected how tasks were actually performed.
Discover
I spoke with warehouse staff and account managers to understand the current B2B process. I mapped out workflows and identified points where errors typically occurred. Subject matter experts helped uncover the nuances of these complex orders.
Define
Flexibility and simplicity were key. Packers used different workflows depending on the cargo, and strict processes would only lead to inefficiency. The roles also had high turnover, so the experience had to be intuitive.
Develop
I explored multiple workflow variations and tested early prototypes with warehouse staff. Since packers often couldn’t use a mouse or keyboard while working, I designed a scanner-first workflow that let them complete nearly all tasks using only a handheld scanner.
Deliver
We rolled out the new features in stages—starting with an internal beta for packing stations, followed by client dashboard improvements. Feedback was positive, though live testing revealed edge cases that required further design tweaks.
Solution
The experience was built around how warehouse staff actually worked—balancing structure with flexibility. Every part of the solution was designed to reduce errors and empower users without unnecessary complexity.
Results
This was a win across the board. Warehouse workers had a smoother process, managers eliminated manual workarounds, and clients completed orders with retailers more easily.
Reduced error rates
Previously manual workarounds were integrated into the product, helping prevent critical details from slipping through. Processing errors dropped by nearly 90%.
Improved efficiency
Automated checks and streamlined workflows sped up order processing.
Reduced churn
With better support for growing clients, ShipBob stopped losing some of its most valuable customers.