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Courier Ops App

SB Tech Courier Ops

We were asked to design a mobile app for couriers to use. But we wanted to understand the problem in a more holistic view to solve it from its roots.

My Role

  1. 01 Research Planning

    Defined the interview objectives, scope, and question guide for both stakeholder sessions.

  2. 02 Research Moderation

    Ran both interviews and synthesized the findings into the problem this deck opens on.

Orders
Home

Interview 1
Operation Management

Inventory manager

Every request, or plan change, means a couple of phone calls and multiple notes taken in different files.

A day at work

  • 01 Product Handoff

    Hands off all required products, manually checking serials and specs

  • 02 Product Tracking

    Keeps track of all packages and deliveries company-wide

  • 03 Resolving Disputes

    Resolves disputes on returns, checking damage claims and resolving blame

  • 04 Route Plans

    Plans daily routes manually, and make changes as updates happen

Interview 2
Couriers on the road

Courier

Checking a list of serials and specs from phone is confusing.

A day at work

  • 01 Receives packages

    Manual spec and serial check against the invoice

  • 02 Destinations

    Manual location check over WhatsApp between stops

  • 03 Doorstep handoff

    Manual spec and serial check again at handoff

  • 04 Payment delivered

    Cash and cheques collected, then recounted manually at day's end

Reframing the Problem

An order passes through four stages — placed, handed to storage, in transit, delivered. Information is lost between each pair: 5% wrong handoffs on the way into storage, 8% bad routes in transit, and 20% wrong handoffs at delivery.

Causing 18% delivery failure rate

One flow, On-the-Go

  1. Orders
    Orders
  2. Start trip
    Start trip
  3. In transit
    In transit
  4. Order details
    Order details

Outcomes

Delivery failure rate

Before
18%
After
7%

Trip close-out time

Before
15 min
After
10 min

Extra unnecessary mileage

Before
30%
After
12%
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