Justin Quisumbing / Loop
Future of Shipping
Make shipping easier, starting with setup.
Shipping powers every return label. Carrier outages generated daily support tickets, but merchants lacked a clear view of what needed attention. I brought setup, shipping health, and alerts into a more understandable experience.
Research, interaction design & UI design · Phased rollout and future direction
Business goal / Grow transactional revenue by helping merchants adopt Loop’s negotiated rates or partner APIs. The experience needed to make those options clear and keep merchants informed after setup.
Tap any screenshot to expand it. On smaller screens, scroll inside the expanded view to inspect the details.
Previous experience
Critical infrastructure. Scattered controls.
Shipping settings were spread across carrier connections, label defaults, return policies, and billing. When a carrier had an outage, merchants needed answers—not another place to look.
My focus: make setup easier to understand and shipping problems easier to spot, while making existing tools like the rate calculator easier to access.
Carrier accounts
Carrier accounts and billing lived within Ship by Loop.
Use the arrows or dots to browse. Tap the image to expand.
User research + discovery
Merchants wanted answers, not more settings.
In three moderated merchant sessions, I explored how people understood setup, costs, and shipping health.
Quick checks. Clear updates. Timely action.
“Shipping settings are usually ‘set and forget’ for us, so I’m really only coming in every couple of weeks to do a quick check. Having the analytics right there in Loop makes it super easy to screenshot and share a quick update with my team—and pairing that with the Carrier Watch alerts means I immediately know if a rate spike or transit delay needs our attention.”
— Operations & Logistics Lead, E-Commerce Brand
Make connections understandable.
Carriers and integrations were easy to confuse. Merchants wanted a clear connection between shipping setup and return policies.
Lead with the money question.
Merchants valued seeing shipping costs and savings in Loop, with visual summaries they could easily share with their teams.
Design for infrequent visits.
Setup was “set and forget.” Status, progress, and notifications needed to keep merchants informed between visits.
Clearer shipping setup
Know what’s connected. Know what to do next.
I separated carriers from integrations, made connection status visible, and added setup progress so merchants could see what was ready and what came next.
User benefit / Check shipping readiness without opening every integration.
Shipping health
Know when shipping needs attention.
Shipping Health brings costs, carrier mix, and service signals together. Carrier Watch alerts surface risks; notifications are crucial for merchants who aren’t in Loop every day.
Design decision / Match alert urgency to the risk. A minor delay should not look like a carrier outage. Research also pointed to email alerts for changes that happen between visits.
User benefit / Quickly see what needs attention and share an update with the team—without assembling a report.
Wallet + billing
Make the next payment step clear.
Balance, recharge, and payment methods belong together. Clear guidance helps merchants understand how labels are funded and what is missing.
User benefit / Understand how shipping is funded and what needs attention before buying labels.
Process / Claude-assisted explorations
Explore the structure before polishing the screen.
I used Claude to compare tabs, sidebars, guided setup, and status-first layouts. The goal: make shipping understandable even when merchants visit infrequently.
Comparing navigation and setup patterns before refining the main experience.
Impact
A clearer path to Ship by Loop.
of eligible merchants migrated to Ship by Loop
We met this year’s migration goal, with more merchants on the way.
The work is rolling out in phases. My design contribution supports a clearer path to Ship by Loop, while the broader direction brings setup, costs, and carrier visibility into one connected experience.
For merchants
A clearer place to set up shipping and monitor issues, with less guesswork about where to look.
For Loop
Greater adoption of negotiated rates and partner integrations, supporting Loop’s transactional revenue model.
The 5% migration result reflects progress to date across the team. Screens in this case study span delivered improvements and next-phase explorations.