Laying a new foundation for growth

Ship.com is a trusted shipping management platform for thousands of self-shipping online retailers. After the acquisition of another product in their space, their product experience struggled to reach a seamless, unified experience and usability suffered—

• New users struggled to get through onboarding and activate
• Several key user flows from invoicing to managing orders to shipping and fulfillment were struggling with design debt
• Competitive edge began to slip, as new alternatives focused on better looking and usable experiences.

We began with a series of alignment workshops to understand and set clear goals for both the business and customers. After a thorough UX audit of the existing product, we pinpointed gaps and areas for improvement.

Prioritizing the user's perspective, we engaged with Ship.com customers to gain insights. These findings were then shared with the Ship.com team.

Throughout the project, from competitive analysis to prototyping, we collaborated with Ship.com leadership and engineering teams. Regular updates and feedback were part of our weekly check-ins.

Within 12 weeks, we revitalized Ship.com’s brand and product experience. We redesigned every facet of the product—some parts got UI enhancements, other parts we completely refactored the UX.

We created a robust design system to help the product and engineering team manage their new design at scale and facilitate a consistence experience, as the product evolved.

We helped Ship.com create an action plan in rolling out the redesigned product to their entire customer base.

We followed up six months after Product Forward’s Product Redesign process had concluded and enjoyed seeing the new product experience in market, in the hands of excited customers. The new design opened more doors for Ship.com’s brand and roadmap.