The sub-journey
The existing flow allowed users to send grouped items to one consignor and one consignee. The new requirement: multiple grouped items with more than one consignor and consignee within the same declaration, sometimes called groupage. Users could add up to 999 iterations of this pattern.
The research focused on user behaviour, how this would impact daily work, and what users expected from the interaction.
Why we started here
This was the riskiest assumption. The most complex sub-journey, with the most variable paths. If we got this wrong, everything downstream would need to change. Better to test it early.
The flow
Initial branching
Input and progression
Declaration summary
The principle
Start with the riskiest assumption. Not the easiest problem. Not the most enjoyable thing to design. The thing most likely to be fundamentally wrong, and most expensive to discover late. If it survives contact with real users, the rest becomes easier.