ShipBob provides shipping and warehousing solutions for thousands of ecommerce brands.

However, their platform was initially designed only for DTC (direct to consumer) orders, leaving fulfillment of bulkier B2B (business to business) orders reliant on manual workarounds. This led to high churn as businesses outgrew the platform’s capabilities.

As the lead product designer from Fulfillment IQ on this project, I worked closely with ShipBob’s team, collaborating with their in-house designer and extensively testing with warehouse staff.

The project involved creating a whole new customer-facing B2B order creation flow, an expanded item definition system, and an updated interface for the packing stations used by warehouse staff. These new capabilities reduced the B2B processing error rate by almost 90% and ensured they could scale alongside their most valuable clients.