How do Businesses track all their deliveries?
Information Architecture, Storyboarding for Context & Micro Interactions
Client briefings, User Interviews, Observational Research, Storyboarding, MoSCow, Comparative Analysis, User Flow, User Testing, Paper Prototyping, Mid-Fidelity Prototyping, Material Design, Principle, Sketch, InVision,
Design a monitoring tool for our Enterprise clients.
Stuart Delivery SL - One hour or next day delivery service for Businesses in metropolitan areas.
Stuart has recently started working with brands like Nike, Just Eat and Franprix, delivering retail goods, groceries and food.
Stuart has recently started working for brands as big as Just Eat, which send out up to 90 deliveries a minute in London, UK, their current monitoring tool, which was deigned for smaller businesses with a low quantity number of deliveries, is not fit for Enterprise clients.
Design a single monitoring tool appropriate for 3 different users: In-store Dispatchers, Store Managers and the Brand’s own Customer Service.
Use Material Design elements to ensure easy implementation.
Design a way for rapidly changing data to be displayed in a way that isn’t overwhelming or distracting to the users.
Getting to know our Personas
To kick things off we visited some of Stuart’s existing clients in Nike and Pizza Hut to see them using the platform in action and to interview them.
Despite the complexity of large scale deliveries, we were able to define 3 clear personas, understanding their goals and motivations. Some brand related and some efficiency related:
Storyboarding to understand context of environment and triggered thoughts
Storyboarding helped us understand when and where our three personas would interact with the software. It also helped us imagine the kind of trigger thoughts that users would have leading them to use the software.
For example: “Once the Dispatcher has finished preparing the package, he wonders what time the driver will arrive to pick it up.”
Developing micro interactions help the user invisibly
Giving Customer Service Agents the ability to save and come back to specific searches and orders within the main navigation.
Prioritising rapidly changing data
Displaying and prioritising data based on errors or problems without making the user notice or worse, feel seasick.
Predictive Search Function
Displaying the most important information to Personas when they need it most (when there’s a problem with the pick up or the delivery).
Interpreting user testing feedback into features
Throughout the design process we kept in close contact with users that matched our personas, regularly doing user testing and listening to their feedback. These comments were extremely helpful and informed all of our decisions relating to information architecture (how to lay out the information correctly) and specific features. Below are user comments followed by interpretations and our resulting iterations.
User asked to include map of where the courier is (did not understand that the live address was already there).
Asked specifically for map because it helps make the customer who is calling to calm down. Also said that customer lives in the same city as where the courier is, so naming the street where the courier is on would be understood by the customer.
Want to be able to rebook another courier directly from within the card if there is a problem, via the map
Include a Map
Action: Tries to click delivery time despite there being no button or link, explains why above.
Within a certain time period the delivery should be editable (aka when the driver isn’t already on the road or close to drop off)
‘Best Endeavour’ - a term in delivery to describe ‘we’re going to try our best to deliver this package’
Suggests that you add a ‘desired delivery time’ so that the customer can select when they will be in.
Make the delivery time editable
Display the ETA of the Package so that the customer Service doesn’t have to calculate Delivery Date in their heads
Want to be able to edit or change the address themselves because it immediately resolves the issue
Address is also important for GDPR data protection questions at the beginning of the call