01. about
One of Eastern Europe's largest retail and logistics ecosystems, powering 1M+ orders daily across marketplace operations, fulfillment infrastructure, and last-mile delivery. Samokat.Tech is the unified internal operations platform that manages this entire infrastructure – handling B2C retail, B2B fulfillment, and third-party logistics at scale across 50 cities and 26,000+ delivery destinations. The ecosystem includes:
One of Eastern Europe's largest retail and logistics ecosystems, powering 1M+ orders daily across marketplace operations, fulfillment infrastructure, and last-mile delivery. Samokat.Tech is the unified internal operations platform that manages this entire infrastructure – handling B2C retail, B2B fulfillment, and third-party logistics at scale across 50 cities and 26,000+ delivery destinations. The ecosystem includes:
[ 01 ]
[ 00 ]
77,000+ Touchpoints
Dark stores & pickup points
[ 02 ]
[ 00 ]
47M Monthly Visitors
Marketplace platform
[ 03 ]
[ 00 ]
26K+ Destinations
Logistics coverage
02. The challenge
The B2B fulfillment business operates on a complex pricing hierarchy: Client → Contract → Tariff Grid. Each client has multiple contracts with different terms, and each contract links to tariff grids containing hundreds of pricing rules. The problem: there was no unified interface to manage these entities.
Operations managers were completely dependent on backend developers for every change. Even updating a single tariff field required sending Slack requests, waiting 1-3 days for developer availability, manual SQL queries, and hoping nothing broke in production.
The B2B fulfillment business operates on a complex pricing hierarchy: Client → Contract → Tariff Grid. Each client has multiple contracts with different terms, and each contract links to tariff grids containing hundreds of pricing rules. The problem: there was no unified interface to manage these entities.
Operations managers were completely dependent on backend developers for every change. Even updating a single tariff field required sending Slack requests, waiting 1-3 days for developer availability, manual SQL queries, and hoping nothing broke in production.
🚫
2-3 Days
Turnaround time for simple updates
🚫
4 People → 1 Task
Massive resource inefficiency
🚫
40+ Requests/Week
Backend team bottlenecked by ops
03. Research & Insights
To understand the AS IS process and identify pain points, I conducted 6 in-depth interviews (4 ops managers, 2 backend developers) and shadowing sessions observing daily workflows with client contract management.
To understand the AS IS process and identify pain points, I conducted 6 in-depth interviews (4 ops managers, 2 backend developers) and shadowing sessions observing daily workflows with client contract management.
When working with a client, I can't see any contract details — which tariff grids are active, when contracts expire, or if there are errors in the company name. There's no access to anything. I have to ask developers to pull data from the database just to answer basic client questions. And there are lots of these requests.
Marina L.
ERP Megamarket Specialist
When working with a client, I can't see any contract details — which tariff grids are active, when contracts expire, or if there are errors in the company name. There's no access to anything. I have to ask developers to pull data from the database just to answer basic client questions. And there are lots of these requests.
Marina L.
ERP Megamarket Specialist
When working with a client, I can't see any contract details — which tariff grids are active, when contracts expire, or if there are errors in the company name. There's no access to anything. I have to ask developers to pull data from the database just to answer basic client questions. And there are lots of these requests.
Marina L.
ERP Megamarket Specialist
The worst part is when contracts end or clients become inactive — the ops team has no way to properly archive them. Everything stays in the live system creating confusion, and we're constantly asked to manually clean up data or confirm which tariff is actually being used. This isn't what my team should be doing.
Dmitry S.
Backend Team Lead
The worst part is when contracts end or clients become inactive — the ops team has no way to properly archive them. Everything stays in the live system creating confusion, and we're constantly asked to manually clean up data or confirm which tariff is actually being used. This isn't what my team should be doing.
Dmitry S.
Backend Team Lead
The worst part is when contracts end or clients become inactive — the ops team has no way to properly archive them. Everything stays in the live system creating confusion, and we're constantly asked to manually clean up data or confirm which tariff is actually being used. This isn't what my team should be doing.
Dmitry S.
Backend Team Lead
04. User Workflows (JTBD)
04. User Workflows
(JTBD)
Through the research, I mapped user workflows using JTBD framework and documented all technical constraints and business edge cases that would impact the solution.
Ops managers need autonomous control over the full client lifecycle with real-time visibility into contracts and tariffs. Backend developers need ops independence so they can focus on features instead of manual data requests.
Through the research, I mapped user workflows using JTBD framework and documented all technical constraints and business edge cases that would impact the solution.
Ops managers need autonomous control over the full client lifecycle with real-time visibility into contracts and tariffs. Backend developers need ops independence so they can focus on features instead of manual data requests.
05. Hypoteses
Based on the research, I defined both problem and solution hypotheses.
I assumed that users struggled to manage tariffs because there was no single interface and they depended on the backend team. Giving users the ability to add and manage data about clients, contracts, and tariff grids in one place with a clear hierarchy and access restrictions would reduce mistakes and make them fully autonomous.
Based on the research, I defined both problem and solution hypotheses. I assumed that users struggled to manage tariffs because there was no single interface and they depended on the backend team. Giving users the ability to add and manage data about clients, contracts, and tariff grids in one place — with a clear hierarchy and access restrictions – would reduce mistakes and make them fully autonomous.
Based on the research, I defined both problem and solution hypotheses. I assumed that users struggled to manage tariffs because there was no single interface and they depended on the backend team. Giving users the ability to add and manage data about clients, contracts, and tariff grids in one place — with a clear hierarchy and access restrictions – would reduce mistakes and make them fully autonomous.
06. Product map
Based on the findings and ideas collected during the research, I created a structured functional architecture with all key entities and their relationships.
Based on the findings and ideas collected during the research, I created a structured functional architecture with all key entities and their relationships.
07. Task flow TO BE
Based on the findings and ideas collected during the research, I created a structured functional architecture — a product map with all key entities.
Based on the findings and ideas collected during the research, I created a structured functional architecture — a product map with all key entities.
08. Design & Testing
The key actions in the interface included creating clients, linking contracts, assigning tariff grids, and managing client status. This helped ensure smooth and error-free operations.
To validate usability, I conducted 5 moderated UX tests with ops managers. Testing revealed issues with tariff grid assignment and unclear logic in contract status management. These problems were fixed in the second iteration.
The key actions in the interface included creating clients, linking contracts, assigning tariff grids, and managing client status. This helped ensure smooth and error-free operations.
To validate usability, I conducted 5 moderated UX tests with ops managers. Testing revealed issues with tariff grid assignment and unclear logic in contract status management. These problems were fixed in the second iteration.
09. Final Design Delivery
Based on the UX test results, I improved the interface, prepared final mockups, described the interaction logic, and handed everything over to development.
Based on the UX test results, I improved the interface, prepared final mockups, described the interaction logic, and handed everything over to development.
[ Results ]
[ Results ]
[ Results ]
Key Results & Impact
0%
0%
Faster execution
0%
0%
Faster execution
0%
0%
Faster execution
Task completion time
72
72
72
→
1 h
1 h
1 h
0%
0%
Cost reduction
0%
0%
Cost reduction
0%
0%
Cost reduction
