Customers requested the ability to publicly share the shipment tracking progress with their customer base. They did not want to disclose any private information such as the cargo details, carrier or container number to their customers.

Worked with the customer success team to select a group of 5 customers from different stages of growth. All customers flagged the need for a shareable tracking feature. I conducted user interviews and compiled the findings while collaborating with our Head of Product to ensure the feature aligns with the business requirements.

Create a user-requested feature that can be monetised by Explorate to further diversify revenue sources for the platform. Give users the freedom to easily share tracking progress of shipments with their customers.

Business owners wanting to offer visibility on shipments easily without unnecessary clutter for their customers to decipher. Majority of their work is done on desktop with phone calls throughout the day to support general operations.

Customers wanting clarity on arrival times without having to contact the business directly for updates. A mobile user that wants quick updates on the status of the shipment while on the go.

For this particular feature the team elected to feature flag as a beta to a specific subset of customers. This was due to pricing not being 100% confirmed so it went live as a free trial.

Customer satisfaction for the beta launch was overall successful with users sharing an average of 25% of their shipments per month.

Information users needed was less than anticipated. Missed the option to unsubscribe from emails on first release. Need to address language and screen reader support.