Handshake Flow
Logistics Bag Transfer & PTL Coordination System
Handshake Flow
Logistics Bag Transfer & PTL Coordination System
Handshake Flow
Logistics Bag Transfer &
PTL Coordination System
Category
SAAS,
Last-mile logistics
SAAS,
Last-mile logistics
SAAS,
Last-mile logistics
Lifestyle
Role
Ember & Oak Home
Duration
1 month
1 and a
half months
Company
Elasticrun
Projected Impact
Reduction in Bag Handover Discrepancies
Reduction in Bag Handover Discrepancies
Reduction in Bag Handover
Discrepancies
Lifestyle
Enabled scan-based verification, partial bag reconciliation, and real-time handover tracking across stations, PTL hubs, and transport partners
What is Handshake Flow?
What is Handshake Flow?
Handshake Flow is the operational process through which shipment bags move between Station Managers, Drivers, PTL Hubs, and Partner Stations. Every transfer requires scanning, verification, and accountability to ensure shipments reach the correct destination.
Handshake Flow is the operational process through which shipment bags move between Station Managers, Drivers, PTL Hubs, and Partner Stations. Every transfer requires scanning, verification, and accountability to ensure shipments reach the correct destination.
Lifestyle
This is a short overview of the whole Handshake Flow
The people we designed for
The people we designed for
The real complexity no one warned about
The real complexity no one warned about
No scan-based assignment
No scan-based assignment
No scan-based assignment
Bags were assigned manually via paper
manifests with no real-time tracking.
Bags were assigned manually via paper manifests with no real-time tracking.
Bags were assigned manually
via paper manifests with no
real-time tracking.
Partial load chaos
Partial load chaos
Partial load chaos
No structured flow for splitting bag loads
between vehicles or drivers.
No structured flow for splitting bag loads between vehicles or drivers.
Exception blindness
Exception blindness
Exception blindness
Damaged barcodes, missing bags, and "not
in manifest" cases had no resolution flow.
Damaged barcodes, missing bags, and "not in manifest" cases had no resolution flow.
Damaged barcodes, missing bags,and "not in manifest" cases had no resolution flow.
No POD capture
No POD capture
No POD capture
Proof of delivery was undocumented,
causing disputes at partner stations.
Proof of delivery was undocumented, causing disputes at partner stations.
Proof of delivery was undocumented, causing
disputes at partner stations.
What the operation looked like before
What the operation looked like before
Understanding the gap required spending time at origin stations and speaking directly with drivers.
The problems weren't edge cases — they were daily occurrences that ops teams had simply normalised.
Understanding the gap required spending time at origin stations and speaking directly with drivers.
The problems weren't edge cases — they were daily occurrences that ops teams had simply normalised.
Decisions I'd defend in a room
What the operation looked like before
Decisions I'd defend in a room
Not every design choice was obvious. Here are the ones where we had real debate, and why we landed where we did.
Understanding the gap required spending time at origin stations and speaking directly with drivers.
The problems weren't edge cases — they were daily occurrences that ops teams had simply normalised.
Not every design choice was obvious. Here are the ones where we had real debate, and why we landed where we did.
Decisions I'd defend in a room
Not every design choice was obvious. Here are the ones where we had real debate, and why we landed where we did.
Presenting
Presenting
Handshake Flow
Handshake Flow
Logistics Bag Transfer & PTL Coordination System
Logistics Bag Transfer & PTL Coordination System
Logistics Bag Transfer & PTL
Coordination System
Trip Creation & Bag Assignment
Trip Creation & Bag Assignment
Trip Creation & Bag Assignment
Problem:
Problem
Problem
Bag loads were split across vehicles with no structured way to track what was assigned and what wasn't.
Bag loads were split across vehicles with no structured way to track what was assigned and what wasn't.
Bag loads were split across vehicles with no structured way to track what was assigned and what wasn't.
Key UX Decisions
Key UX Decisions
Key UX Decisions
Vendor and weight visible before selecting a lane
System flags unassigned bags and keeps the flow open until they're resolved
Removing a lane asks for confirmation, no accidental undos
Vendor and weight visible before selecting a lane
System flags unassigned bags and keeps the flow open until they're resolved
Removing a lane asks for confirmation, no accidental undos
Vendor and weight visible before selecting a lane
System flags unassigned bags and keeps the flow open until they're resolved
Removing a lane asks for confirmation, no accidental undos
Design Intent
Design Intent
Design Intent
Every state in this flow, partial, pending, incomplete, has a defined next step. Nothing closes without resolution.
Every state in this flow, partial, pending, incomplete, has a defined next step. Nothing closes without resolution.
Every state in this flow, partial, pending, incomplete, has a defined next step. Nothing closes without resolution.
FM Station Receive & Bag Scanning
FM Station Receive & Bag Scanning
FM Station Receive & Bag Scanning
Problem:
Problem
Problem
Drivers had no visibility of what was expected before arriving. Receiving happened blind — no manifest, no shortfall tracking, no handover confirmation.
Drivers had no visibility of expected bags. Receiving was done blindly with no tracking, shortfall check, or handover proof.
Drivers had no visibility of what was expected before arriving. Receiving happened blind, no manifest, no shortfall tracking, no handover confirmation.
Key UX Decisions
Key UX Decisions
Key UX Decisions
Drivers see the next task instantly.
View expected, received, and missing bags while scanning.
Each PTL is tracked separately.
Drivers see the next task instantly.
View expected, received, and missing bags while scanning.
Each PTL is tracked separately.
Drivers see the next task instantly.
View expected, received, and missing bags while scanning.
Each PTL is tracked separately.
Design Intent
Design Intent
Design Intent
Shortfalls are detected during scanning, and both the driver and station see the same record instantly.
Shortfalls are detected during scanning, and both the driver and station see the same record instantly.
Driver Handover at PTL Stops
Driver Handover at PTL Stops
Driver Handover at PTL Stops
Problem:
Problem
Problem
Drivers had no stop-wise confirmation, no delivery proof, and no way to track which bags belonged to each station.
Drivers had no stop-wise confirmation, no delivery proof, and no way to track which bags belonged to each station.
Drivers had no stop-wise confirmation, no delivery proof, and no way to track which bags belonged to each station.
Key UX Decisions
Key UX Decisions
Key UX Decisions
Bags separated per stop, never mixed in one list.
POD capture gated behind OTP — receiver identity verified before handover closes.
Handover success unlocks next stop, not the other way around.
Bags separated per stop, never mixed in one list.
POD capture gated behind OTP — receiver identity verified before handover closes.
Handover success unlocks next stop, not the other way around.
Bags separated per stop, never mixed in one list.
POD capture gated behind OTP, receiver identity verified before handover closes.
Handover success unlocks next stop, not the other way around.
Design Intent
Design Intent
Design Intent
OTP-based POD records the receiver, time, and photo, making disputes easy to verify.
OTP-based POD records the receiver, time, and photo, making disputes easy to verify.
OTP-based POD records the receiver, time, and photo, making disputes easy to verify.
The process of collecting bags from the PTL, assigning them
to a driver, and transporting them successfully to the Nagpur PTL
is managed through a third-party platform.
The process of collecting bags from the PTL, assigning them
to a driver, and transporting them successfully to the Nagpur PTL
is managed through a third-party platform.
The process of collecting bags from the PTL, assigning them to a driver, and transporting them successfully to the Nagpur PTL
is managed through a third-party platform.
Driver Receives Bags at Nagpur PTL for Partner Stations
Driver Receives Bags at Nagpur PTL for Partner Stations
Driver Receives Bags at Nagpur PTL for Partner Stations
Problem:
Problem
Problem
No structured way to receive bags at PTL before onward dispatch. Shortfalls only discovered at partner stations — too late to act.
No structured way to receive bags at PTL before onward dispatch. Shortfalls only discovered at partner stations — too late to act.
No structured way to receive bags at PTL before onward dispatch. Shortfalls only discovered at partner stations — too late to act.
Key UX Decisions
Key UX Decisions
Key UX Decisions
See missing bags while scanning, not later.
Compare expected, received, and short bags live.
Track each PTL separately (e.g., PTL 1: 30/30, PTL 2: 10/30).
View sub-station bag count on every successful scan.
See missing bags while scanning, not later.
Compare expected, received, and short bags live.
Track each PTL separately (e.g., PTL 1: 30/30,
PTL 2: 10/30).
View sub-station bag count on every successful scan.
See missing bags while scanning, not later.
Compare expected, received, and short bags live.
Track each PTL separately (e.g., PTL 1: 30/30,
PTL 2: 10/30).
View sub-station bag count on every successful scan.
Design Intent
Design Intent
Design Intent
Shortfalls caught at PTL, not at the partner station. Every bag's onward journey starts with a confirmed receive count.
Shortfalls caught at PTL, not at the partner station. Every bag's onward journey starts with a confirmed receive count.
Driver Handover to Partner Stations
Driver Handover to Partner Stations
Driver Handover to Partner Stations
Problem:
Problem
Problem
Drivers delivering to multiple partner stations couldn't track bag handovers. Deliveries had no proof, receiver record, or photo.
Drivers delivering to multiple partner stations couldn't track bag handovers. Deliveries had no proof, receiver record, or photo.
Key UX Decisions
Key UX Decisions
Key UX Decisions
View all partner stations in order.
Scan the next stop or complete POD.
Capture photo, receiver details, and OTP in one step.
Delivery closes only after verification.
View all partner stations in order.
Scan the next stop or complete POD.
Capture photo, receiver details, and OTP in one step.
Delivery closes only after verification.
View all partner stations in order.
Scan the next stop or complete POD.
Capture photo, receiver details, and OTP in one step.
Delivery closes only after verification.
Design Intent
Design Intent
Design Intent
Partner stations received bags with no records. Now every handover has a verified receiver and proof.
Partner stations received bags with no records. Now every handover has a verified receiver and proof.
Problem:
Problem
Problem
Every exception was handled with a phone call. No record, no resolution trail, no accountability.
Every exception was handled with a phone call. No record, no resolution trail, no accountability.
Key UX Decisions
Key UX Decisions
Key UX Decisions
Handle all common delivery issues.
Add a reason for bags not in the manifest.
Continue if the barcode is damaged.
"Other" exceptions need a description.
See expected, received, and missing bags before proceeding.
Handle all common delivery issues.
Add a reason for bags not in the manifest.
Continue if the barcode is damaged.
"Other" exceptions need a description.
See expected, received, and missing bags before proceeding.
Add a reason for bags not in the manifest.
Continue if the barcode is damaged.
"Other" exceptions need a description.
See expected, received, and missing bags before proceeding.
Design Intent
Design Intent
Design Intent
Every exception is now a documented decision, not a forgotten phone call.
Every exception is now a documented decision, not a forgotten phone call.
Projected Operational Impact
Projected Operational Impact
Projected Operational Impact
100% Scan-based handovers replacing paper manifests.
4 Structured exception codes covering all bag discrepancy cases.
Took end-to-end ownership—from understanding messy workflows to shaping a clear, usable solution
Learned the importance of designing interconnected systems instead of isolated screens in operational environments.
Focused on making things clearer, faster, and easier to act on.
Learned to turn complex data into simple tools that help warehouse managers make fast, smart decisions.
100% Scan-based handovers replacing paper manifests.
4 Structured exception codes covering all bag discrepancy cases.
0 unresolved handover disputes after system rollout.
0 unresolved handover disputes after system rollout.
Reflections & Closing Note
Reflections & Closing Note
Reflections & Closing Note
In operations, the exception is the product — if the edge case flow breaks, nothing else matters.
Improved how I think about data structure as a UX decision,what gets logged matters as much as what gets displayed.
Explored designing for users who are not sitting at a desk — physical context shapes UX decisions more than visual preference
Took end-to-end ownership—from understanding messy workflows to shaping a clear, usable solution
Learned the importance of designing interconnected systems instead of isolated screens in operational environments.
Focused on making things clearer, faster, and easier to act on.
Learned to turn complex data into simple tools that help warehouse managers make fast, smart decisions.
In operations, the exception is the product — if the edge case flow breaks, nothing else matters.
Improved how I think about data structure as a UX decision,what gets logged matters as much as what gets displayed.
Explored designing for users who are not sitting at a desk — physical context shapes UX decisions more than visual preference