Logistics

Logistics is a fun word. I’ve spent the past 2 years thinking about logistics: transportation, specifically.

The Cambridge English Dictionary defines logistics as, “The careful organization of a complicated activity so that it happens in a successful and effective way.” Then there’s the industry-specific version (as defined by Google): “The commercial activity of transporting goods to customers.”

I find it insanely frustrating that the two definitions are so often in conflict. Complicated activity? Sure - applies to both. Successful and effective? OMFG. I love my company and I love solving complex problems, but the amount of time spent just trying to get stuff from point A to B leaves “successful” up to interpretation and “effective” a pipe dream.

User Experience (UX) seeks to make processes pleasing and easy. Never before have I encountered a space more challenging. Every proposed improvement is met with a limitation, be it technical or human. For example, today I learned that most shippers regard delivery promises as vague estimates. The margin of error in freight is so great that any specificity is regarded with distrust. Instead of a promise, shippers want frequent updates.

As an individual, I value precision. As a UXer, I seek to make my customer experiences pleasing and effective (see definitions above). Today, I was reminded that the near future may still include error, and that instead of designing a perfect experience based upon accuracy, I must respect the truth of my customer and give them tools to cope with messiness.

Makes me think that perhaps I should start thinking of myself as a customer.