The DMS team is responsible for controlling the quality and quantity of goods in the dark store.

For the business, it is important that the data in the system matches the actual stock.

Metrics

• Time to Task
• Speed of taking a task into work
• Product quality

DAU

5K+

Dark Stores

2 400

Task

The business requested a solution to the fraud issue during transfers between dark stores, which caused the company to lose money and goods

How the process works

• A dark store administrator creates a shipping task, specifies the items, then hands them over to the courier and completes the task.

• The administrator at the receiving dark store collects the goods from the courier and starts the receiving process.

• During the process, they record damage and discrepancies in quantity.

• If violations are found, the items in the sending dark store are blocked from sale and must be recounted to verify the accuracy of stock data.

My role

Worked end-to-end on the project: from discovery and problem definition through design to final release

• Joined another team to help at the legacy product stage.

• Conducted interviews with the business and 5 user interviews.

• Documented the pain points and challenges faced by the business and dark stores.

• Created a CJM together with the product manager.

• Together with the product manager, I formulated improvement hypotheses.

• Conducted 10 UX tests.

• Step by step (3 stages), we launched updates with the product team in 2 400 dark stores.

• According to UMUX survey results, 422 out of 450 users rated the updates 4.8 / 5.

• After the launch, we recorded a reduction in losses.

Busines pain points

Goods intended for shipping disappear from the storefront before they are actually sent

Discrepancies between shipped and received goods are not tracked

Administrators create multiple tasks for the same item

Shipping tasks are created but not dispatched

Have to reach for the button to complete the order

Pain points of inventory specialists and dark store administrators

Send an incorrect quantity of goods

There is no visibility into delivery timelines

Send items that are not included in the request

Forced to accept defective goods and write them off as their own losses

Extra items cannot be added, and this affects stock balances

The app does not indicate that the item is already being shipped

The app does not assist with address selection

The app does not remind users about shipments

The main insight

Hypotheses

Record discrepancies between declared and received quantities

Discrepancy tracking

Record defective items and items not listed in the task

Fraud logging

Separate the shipping process into task creation and actual dispatch

Errors and write-offs

Remind users about existing shipping tasks

Errors and write-offs

Indicate that an item is already involved in another shipping task

Errors and write-offs

Before selecting the recipient address, add a city selection step due to similar addresses

Errors and write-offs

Goods dispatch

A dark store administrator creates a shipping task, specifies the items, then hands them over to the courier and completes the task

Сreating a task for moving

Creating a task begins with selecting the recipient's address

Add goods

The goods to be moved are listed below

Completion of adding goods

If there were changes during the process, the application will highlight them

Reminder about shipping goods

The app also sends reminders about sending

Shipping of goods

Acceptance of goods

The administrator at the receiving dark store collects the goods from the courier and starts the receiving process. During the process, they record damage and discrepancies in quantity

The process of accepting goods

The administrator opens the product card and specifies the quantity of goods

It is important to record discrepancies:

• less or more than stated in the task was delivered

• defective goods were delivered

• goods not specified in the task were delivered

Completion of the task

All discrepancies are recorded and after the task is completed

If there are discrepancies or defects, the goods that were involved in the transfer are blocked for sale by the sending dark store. It will be necessary to recount everything and check the quality

Result

Step by step (3 stages), we launched updates with the product team in 2 400 dark stores.

According to UMUX survey results, 422 out of 450 users rated the updates 4.8 / 5.

After the launch, we recorded a reduction in losses.

Reduction in annual losses

Errors in address selection

Overdue shipments

UX score based on surveys

Updated the functionality to meet modern needs

Transfers of goods between dark stores

The DMS team is responsible for controlling the quality and quantity of goods in the dark store.

For the business, it is important that the data in the system matches the actual stock.

Task

The business requested a solution to the fraud issue during transfers between dark stores, which caused the company to lose money and goods

How the process works

• A dark store administrator creates a shipping task, specifies the items, then hands them over to the courier and completes the task.

• The administrator at the receiving dark store collects the goods from the courier and starts the receiving process.

• During the process, they record damage and discrepancies in quantity.

• If violations are found, the items in the sending dark store are blocked from sale and must be recounted to verify the accuracy of stock data.

My role

Worked end-to-end on the project: from discovery and problem definition through design to final release

• Joined another team to help at the legacy product stage.

• Conducted interviews with the business and 5 user interviews.

• Documented the pain points and challenges faced by the business and dark stores.

• Created a CJM together with the product manager.

• Together with the product manager, I formulated improvement hypotheses.

• Conducted 10 UX tests.

• Step by step (3 stages), we launched updates with the product team in 2 400 dark stores.

• According to UMUX survey results, 422 out of 450 users rated the updates 4.8 / 5.

• After the launch, we recorded a reduction in losses.

Busines pain points

Pain points of inventory specialists and dark store administrators

The main insight

Hypotheses

Goods dispatch

A dark store administrator creates a shipping task, specifies the items, then hands them over to the courier and completes the task

Сreating a task for moving

Creating a task begins with selecting the recipient's address

Add goods

The goods to be moved are listed below

Completion of adding goods

If there were changes during the process, the application will highlight them

Reminder about shipping goods

The app also sends reminders about sending

Shipping of goods

Acceptance of goods

The administrator at the receiving dark store collects the goods from the courier and starts the receiving process. During the process, they record damage and discrepancies in quantity

The process of accepting goods

The administrator opens the product card and specifies the quantity of goods

Completion of the task

All discrepancies are recorded and after the task is completed

Result

Savings of 4M RUB

0

-5%

4,8 / 5