How Easy to Use Is Your Supply Chain Software?

Advancements in social networking and mobile computing, as well as ongoing complaints from customers, are prompting supply chain software vendors to rethink and innovate their user interfaces. The use of virtual digital assistants, like Apple's Siri and Amazon's Alexa, is one area of innovation. So are the recent advancements in Large Language Models like ChatGPT.

How would you characterize the user experience of your supply chain and logistics software applications??

We asked members of our Indago supply chain research community -- who are all supply chain and logistics professionals from manufacturing, retail, and distribution companies -- that question in June 2022 (a few months before the public introduction of ChatGPT).

60% of our member respondents characterized the user experience of their supply chain and logistics software applications as either “Slightly easy and intuitive to use” (30%) or “Not easy and intuitive to use” (30%). None of the respondents (0%) said their applications were “Extremely easy and intuitive to use.”

"Enterprise software user interfaces are just about the worst UI I've ever had to use," said one Indago executive. "The power behind them is truly amazing, but without extensive training and use, they're all difficult to maneuver around and typically require a new dictionary of terms to use."

Another executive added, "Basically, no matter how user unfriendly the software is, you eventually figure it out." (I’m not sure if that's a positive comment or negative one.)?

We also asked our Indago members, "How interested would you be in using a virtual digital assistant as a user interface for your supply chain and logistics applications?" Here are some of their responses:

"I have been involved with TMS, WMS and ERP projects. Virtual digital assistants would allow users to procure information quickly and allow for more analysis on the information and improve operations."

"Having a virtual digital assistant as a supply chain software user interface is not my primary need. It would be better if the system provided the insights proactively without being asked. After that, the interaction with the virtual digital assistant would be interesting. I can picture a conversation leading to decisions and updated plans."

"I think the best thing enterprise software vendors can do is continue to simplify their tools for users or upgrade their functionality with up-and-coming generations in mind. Tools need to be quick and easy to onboard, as well as intuitive, non-repetitive, and to some degree, fun to use; otherwise, users might get frustrated with the software or not use it. I think implementing virtual digital assistants would be a great way to interface with supply chain applications and I have already seen this type of solution implemented into Business Intelligence tools, which is huge for businesses. There are limitless [ways supply chain professionals can use this technology], and I would personally and professionally love to see virtual digital assistants implemented into supply chain technology."

Think about the supply chain or logistics software application you use the most. If that software application had a virtual digital assistant, what would be the most common question/command you would ask it each day?

Our Indago members shared their questions and commands, which we included in the report summarizing the survey results (Indago members can download the report from our website).?

What would you ask a supply chain digital assistant? Post a comment and let us know.

For related commentary, see "The Big Cost Of Poorly Designed Software User Interfaces."

Be Uncommon. Research with Purpose.

If you're a supply chain or logistics practitioner from a manufacturing, retail, or distribution company -- and you’re interested in learning from your peers -- I encourage you to learn more about Indago and join our research community. It is confidential, there is no cost to join and the time commitment is minimal (2-4 minutes per week) — plus your participation will help support charitable causes like JDRF, American Logistics Aid Network, American Cancer Society, Feeding America, and Make-A-Wish.