MSI Express,

Overview

MSI Express is a high-volume packaging and logistics company that partners with third-party drivers to manage the delivery of customer loads. With increasing operational complexity and the need for precise scheduling, MSI Express sought to build a centralized scheduling and delivery coordination platform. The goal was to empower both internal staff and external drivers to schedule appointments, track deliveries, and reduce operational friction across facilities.

This case study explores how I worked with stakeholders to identify workflow inefficiencies, designed a table-driven dashboard for real-time load tracking, and developed a user-first platform that simplifies scheduling while improving visibility for all parties involved.

Role and Team

As the UX Designer, I was responsible for understanding logistics workflows, conducting user research, designing wireframes and high-fidelity mockups, and validating usability through iterative feedback cycles. I collaborated with:

Product Owner – provided domain knowledge and business objectives
Operations Manager – detailed load and delivery processes across sites
Frontend & Backend Developers – built and integrated the scheduling logic
QA Team – supported testing and feedback implementation

Key Challenges

The MSI Express team faced several pressing challenges in their existing manual or fragmented scheduling processes:

Inefficient Load Scheduling: Existing scheduling was disjointed. Drivers had to coordinate via calls or email, often missing key details like pallet count or dock availability.
Lack of Real-Time Visibility: Once a load was scheduled, there was no centralized view for stakeholders to see the status, location, or assigned driver.
Human Error & Mismatches: Manually tracking RO/PO numbers, unit types, and weights often led to errors or scheduling conflicts.
Driver Frustration: Third-party drivers needed a fast and easy way to check their appointments and status without contacting site managers.

These issues created delays, miscommunication, and added stress on logistics coordinators. We needed to design a streamlined platform that empowered users to schedule, track, and manage loads efficiently.

User Persona

By creating personas I've gained insights into the specific challenges and requirements of the packaging company's logistics managers and third-party delivery drivers. Wesley, a seasoned delivery driver, requires a mobile-friendly app offering clear instructions, GPS tracking, and offline access, aligning with his goal of efficient and safe delivery operations amidst logistical challenges.

User flow (Intuitive forms filling)

MSI Express features a streamlined information architecture with clear navigation paths, facilitating easy access to key features like delivery management, tracking, reporting, and settings, enhancing user efficiency and experience.

Discovery Phase

Problem: MSI Express manages high-volume freight operations. However, their internal logistics app, particularly the driver-facing dashboard, was cluttered, unintuitive, and desktop-first.

Core Enhancements

Improved dashboard visibility with real-time status, progress tracking, and bulk actions for high-efficiency scheduling.
Users can upload documents, view summaries, and manage appointments seamlessly across devices."

Filter Upgrades

Advanced filters make it easy to locate loads by driver, customer, date, or status. Saved views and sortable columns streamline frequent tasks and data analysis.

Homepage

Redesigned homepage to give delivery drivers their own separate log-in portal, while our internal staff and management have their own dedicated access.

Real-Time Load Dashboard

At the heart of the platform is a table-based dashboard where users can:

View Scheduled Loads: Includes RO/PO, Customer, Load Type, Pallet Count, Weight, Unit, Dock Location, Status
Sort and Filter: By location, time slot, load type, or driver status
Inline Actions: Edit, reschedule, assign driver, mark as completed

The table was designed for clarity and high data density without overwhelming the user. Color-coded rows highlighted priority loads or delays.

Dashboard for drivers

First-time visitors can take a quick tour of the site. Once logged in, they can change their status (Start Trip → Picked Up → Completed). They can upload proof of delivery from the dashboard and make updates in real time.

Scheduling Appointment to pick load

A two-step process where users have to enter RO/PO number. Define load parameters (customer, load type, weight, pallet count, unit, location). This onboarding-style flow minimized errors by guiding users through input validation and dropdowns prefilled with facility-specific values.

Outcomes & Impact

Though the platform is in the rollout phase, early outcomes from pilot testing include:

80% reduction in scheduling-related emails/calls
Faster check-ins for drivers – average time reduced by 40%
Improved clarity for warehouse teams with centralized load visibility
Positive feedback from drivers who appreciated the clear appointment structure

We’re continuing to test and refine the dashboard across other MSI facilities based on this early success.

Reflections & Learnings

Working with MSI Express taught me key lessons about designing in logistics:

Users working on tight schedules prioritize speed and clarity.
When the system helps users get work done faster, they trust it. Every feature we added needed to reduce a step or prevent an error.
I regularly validated the flow with ops managers, drivers, and devs – this helped catch edge cases like multi-dock facilities or different pallet limits.

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