Revamping Ninja Point

Discovery

Deep dived into existing quantitative data and competitor landscape to frame how big of an opportunity or problem we have at hand

Mismatch between displayed data and on-ground reality, leading to trust and decision-making issues.

Unclear service descriptions caused confusion and poor navigation through product offerings.

Slow and inconsistent scanning speeds disrupted lodge-in processes and partner workflows.

We reviewed support tickets, CSAT scores, and local ops feedback to identify recurring issues, then ran a targeted partner survey with 80 participants — surfacing the most pressing pain points and uncovering the root causes behind them.

From these activities, we narrowed down on 3 high-level problems to tackle for Ninja Point revamp.

We used this opportunity to co-create across Product, Design, Engineering, Operations, and Business teams — aligning on a clearer, more scalable vision for the Ninja Point revamp.

How the brainstorming session went down

We ran a structured 3-day cross-functional brainstorming session to narrow down the identified high-level problems, cluster them into themes, and explore solution directions.

Bringing together the teams helped to align on priorities and co-create actionable ideas. This ensures that the revamp is not only user-centric but also technically feasible, operationally grounded, and commercially viable

Example of solution exploration

Validating with partners

Conducted 1:1 moderated concept testing with 10 partners in Singapore

To validate early concepts, we shared the redesigned homepage, revised navigation labels, and drop-off flow ideas with partners, aiming to:

Understand partner perceptions of the homepage, navigation, and drop-off experience
Uncover how well they aligned with partners' needs and workflows
Gather usability feedback and identify pain points affecting flow efficiency

Insight 1

Partners need to know which parcels are expired and when, so they can return them to the driver on time — otherwise, they get confused about why parcels are still in their store.

Insight 2

Unintuitive navigation made it difficult for partners to onboard new staff, causing confusion and reducing confidence in navigating the platform.

Insight 3

Separate scan and review screens made it hard for partners to get instant feedback and troubleshoot issues on the spot.

Solution

Redesigning Ninja Point with intent and clarity

Given the legacy issues and the challenges developers faced working around outdated code, we used this revamp as an opportunity to migrate the platform to Ninja Van’s new design system. We also prioritised mobile optimisation, as 80.2% of our partners access the platform via mobile.

Improving scan speed and seller drop-off flow

Combined scanning and review into a single screen, allowing partners to immediately see parcel details and scan feedback simultaneously.

↑43% improvement in scan speed
↑18% higher satisfaction

Enhancing data accuracy on the homepage and streamline navigation

We improved the homepage to display not just accurate, but contextually relevant data — reducing confusion and helping partners take the right actions quickly.

We refined navigation labels to better reflect partners’ mental models, validated through concept testing.

63.9% of partners saw an improved experience with the new homepage and navigation.

Overall design considerations: Before and after

Before

After

Homepage improvements

Cleaner visual hierarchy: Simplified layout and labels reduce cognitive load and improve focus on key information.

Better parcel overview: Important parcel data is prioritised and redundant info removed for clarity.

Highlight expired parcels: Expired items are now clearly flagged to prevent missed handovers.

Clearer navigation: Icons and concise action labels (e.g. "Drop-off and return") improve usability and discoverability.