Ted McDonald

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Speeding up the Delivery Process

Process & Findings

In order to understand our users and design to their needs, our process involved interviews, field observations, personas, competitor analysis, ideation, storyboards, information architecture, wireflows, testable paper prototypes, and high fidelity mockups.

While conducting user interviews and in-person ride-alongs with delivery drivers, key patterns emerged: drivers were under stress due to time constraints on their deliveries, they had difficulty finding house/building numbers, and the bulk of their income comes from delivery tips, which creates an incentive to deliver multiple orders per trip.

Since many of the drivers we interviewed were on the job for less than a year, they relied on navigation apps to get them to their destinations.

Unfortunately, many navigation apps did not offer quick input and easy management of multiple addresses. Inexperienced drivers would resort to inputting addresses between delivery stops, wasting valuable time and resulting in inefficient routing.

Drivers want to speed up the delivery process so that they can complete more orders and earn more tips.

We designed our app to take care of shortcomings in current navigation apps by offering a quicker method for inputting multiple addresses and an intuitive way to manage and navigate routes.

For delivery drivers, pain points can be attributed to slowdowns in the delivery process.

Paper Prototyping

Our ideation was informed by our research. As we converged on concepts during ideation, we tested with paper prototypes. These were quick to produce and we could create or edit screens during testing sessions as needed.

A series of user tasks were created for participants to test, ensuring that flows were quick, intuitive, and absent of any gaps. We also gathered feedback on annotated wireframes, making changes as needed.

A faster, more efficient delivery process helps drivers complete more orders and earn more tips.

Deliverable and Outcome

The final deliverable for the project was a series of high-fidelity mockups that demonstrated our concepts for quick input methods, addresses management and navigation.

My team had the chance to present to designers from Amazon and Blink UX. The feedback was positive and led to great discussions about future applications, constraints, and platform considerations.

Next Steps

Future design iterations should explore alternative concepts, such as integrating into existing delivery dispatching software or targeting more diverse hardware, like watches.