FedEx Ground FTrack Tracing
Transformed a Legacy Tracking System to Improve Workflows and Surface Insights from Fragmented Data
ROLE
DURATION
UX Lead
Five Months
TEAM
Account Leads
Project Manager
Tech Architects
Industry Experts
Offshore Devs
UI Designer
The Challenge
Fragmented Data, Outdated Workflows
FTrack, FedEx Ground's internal package tracking system, pulled data from over 100 sources but failed to meet the needs of today's users. The interface buried critical data, required constant window switching, and increased cognitive load, slowing down quick, confident decision-making.
As UX Lead, I led a ground-up redesign to simplify workflows, surface the right data at the right time, and build scalable components that support both users and developers.
Contribution
Data Strategy · Data Design · UX Research · User Insights · Product Design · Workflow Alignment
So... What Exactly Is FTrack?
FTrack is FedEx Ground's internal system for tracking packages, initially developed in the 1990s as a diagnostic tool. Over time, it evolved into a mission-critical platform, but its UX didn't keep up.
The system wasn't designed around current user workflows. As the business grew, FTrack became a patchwork of outdated features, making it harder for teams to access the information they needed to resolve issues quickly.
FedEx Ground Package Lifecycle
Discovery
Mapping Mental Models to Inform Smarter Design
I interviewed Delivery Quality, Service Assurance, and Operations Analysts, each with different goals and relationships to the data. By observing how they scanned screens, what they prioritized, and where they hit friction, I uncovered gaps between how the system functioned and how people made decisions. These insights grounded the redesign strategy.
“I want to see the details of status codes and reasons next to scans so I don’t need to scroll down to the definitions every time.”
“I want a flag or indicator for large, small, and LMO packages to verify that they went through the right station quickly.”
Understanding How People Actually Use FTrack
Each role had different goals and priorities. I mapped usage patterns through simulated eye-tracking and interaction mapping to see what users focused on.
Superuser / Business User Used everything: headers, scan tables, status codes.
Field Process Engineer Focused on dates in the header. Drilled down only when needed.
IT Support Jumped to data source fields for troubleshooting.
Working Around Limited Access
Due to system restrictions, I couldn't access FTrack or capture screenshots. Instead, I collaborated with subject matter experts, reviewed a 90-page manual, and conducted user walkthroughs to understand how the system worked.
FTrack Tracing
Pain Points
Framing the Opportunity
“How might we structure and prioritize tracking data to improve accessibility, streamline navigation, and address the diverse needs of user roles for efficient decision-making?”
Concept
Reframing the Experience for Speed and Clarity
To reduce friction, I redesigned how data was structured and displayed. Instead of overwhelming users with dense tables and scattered information, I worked with stakeholders to reorganize tracking data around users' needs.
Through hands-on workshops, we redefined the data hierarchy—elevating key indicators like package type and timestamps. These insights shaped a cleaner layout that supported faster scanning and quicker decision-making.
Before — Users had to hunt for data.
After — Data is grouped, visual, and aligned to decision-making.
Refinement
Modular by Design, Scalable by Default
I introduced modular components that surfaced the most relevant data contextually, improving usability while making the interface easier to build, test, and scale.
This was an iterative process, shaped through regular feedback from stakeholders, subject matter experts, and the dev team. I aligned design decisions early with engineering, leveraging the FedEx design library to ensure consistency and reduce rework.
Solution
Designing for Clarity & Speed
The new results page became the go-to hub for tracking packages, surfacing key information without requiring users to dig.
Header → Displays key package details at a glance
Result Navigator → Manage multiple tracking IDs without browser clutter
Data Table → Sortable scan history by location, reason, time
Accordions → Expandable sections for deeper insights without overload
Making Critical Info Instantly Clear
What used to be buried is now front and center. Icons and visual cues immediately flag key package attributes.
Package ID
Flags/Indicators
Package Origin
Service Metrics
Routing Details
Package Destination
Turning Raw Data into Actionable Insights
Users can now quickly pinpoint where a package has been, what went wrong, and what to do next. Key details like scan status and timestamps are now grouped logically and visually surfaced in the table—reducing the need to scroll and memorize.
Tabs → Quickly navigate between "Scan Details" and "Delivery Info" for targeted insights.
Improved Header → Enhanced with sorting options and direct links for better efficiency.
TMS Toggle → Simplifies scan visibility with the option to default to "On" or rename for clarity.
Location → Displays where the scan occurred.
Scan Details → Shows the type of scan.
SWAK/Scan/GPS Type → Provides further scan details.
Status/Reason Code → Offers additional scan information.
Data Source → Indicates the database where the scan originated.
Faster Navigation, Less Scrolling
A new sidebar allows seamless navigation between multiple tracking IDs—no more scrolling down the page to find the next ID.
One Page, All the Answers
No more bouncing between browser windows. The new accordion layout keeps everything visible, accessible, and contextual.
A Simpler, Smarter Tracking Experience
The redesigned FTrack interface replaced dense tables and scattered windows with a unified view that puts decision-making front and center. Built using the FedEx Design Library, the result felt both familiar and dramatically improved.
Working closely with FedEx stakeholders, I delivered a modular design system that allows teams to scale quickly, test components independently, and adapt layouts based on evolving needs.
Outcomes
Real Results, Real Momentum
The redesigned FTrack experience enabled teams to work faster, with greater clarity, consistency, and confidence.
Takeaway
Rethinking Data Around User Needs
I transformed FTrack from a cluttered legacy system into an intuitive, role-aligned platform by rethinking how data is used, structured, surfaced, and scaled. Through user-centered design and close collaboration, we delivered a tool that supports how teams currently work, resolving issues faster and improving the overall experience.