Improving the experience of tracking and receiving parcels




CATEGORIES

UX Design
UI Design

DELIVERABLES 

Mobile App

TOOLS

Sketch, InVision & Adobe Illustrator






PROJECT

To identify users’ pain-points and behavioural patterns for a seamless and efficient parcel tracking and delivery experience





BACKGROUND

There are currently 3.12million eCommerce users in Singapore, with an additional 998,000 users expected to be shopping online by 2021.

Users are demanding a fuss-free service that easily keeps them in control of how, when and where their parcels are delivered.

“The growth of eCommerce disrupts and transforms how delivery companies rethink and revamp their digital capabilities with user-centricity in mind.”









USER RESEARCH





Five participants who receive more than five parcels per month were interviewed, with three main research questions in mind:


What is the process of tracking multiple parcels from different couriers at the same time?

What are the common frustrations users face when tracking parcels?

How do users schedule their delivery timing and their awareness of the estimated date / time of arrival of their parcels?








KEY INSIGHTS

Main trends and behavioural patterns when tracking parcels.







THE PROBLEM




Frequent online shopper needs an efficient way to track multiple parcels because the current tracking process is tedious and time-consuming.




Frequent online shopper needs a convenient platform to inform courier companies of their delivery preference if no one is at home because it is difficult to answer calls during working hours.







THE SOLUTION



AN INTEGRATED PLATFORM (APP) WITH THESE FEATURES





USER FLOW





SKETCHES OF MOBILE APP









MOBILE APP



HI-FI PROTOTYPE OF MOBILE APP

Even though this project was a 5-day project that ends with sketches, I spent 2 extra days to further develop it into a hi-fi prototype.



                



CREATE A NEW ACCOUNT

Creating an account – with one-time tracking and delivery preference setup (i.e giving consent to deliveryman to place parcel at preferred hiding spot).







MY PARCELS & CALENDAR

My parcel page: View all your parcels as a list and click in to see detailed tracking information. 

Calendar page: All your delivery dates plotted in a calendar for users to easily view the dates with delivery and to plan their schedules accordingly (if needed!). 

                  





               



CHAT & MY ACCOUNT

Chat page: Chat with the deliveryman if needed. They will send photos of where they hid your parcel for your ease of mind.

My Account page: Edit your profile and tracking/delivery preferences






NEXT STEPS

To incorporate more modes of delivery (such as collection at stores or lockers) and to look into parcel returns for a complete integrated ‘delivery and return’ system.
Mark