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[Project 03]

Automated redirects Streamline Deliveries

Retail & Restaurant

Optimizing the Last Mile: A UX Analysis of a Delivery App

Streamlining the Delivery Experience for Enhanced Efficiency

[Project Overview]

A delivery app serves as a bridge connecting customers with local businesses, providing a convenient platform for ordering food, groceries, and other goods for delivery. For drivers, it offers a source of income and flexible working hours. A well-designed app is crucial for ensuring a smooth and efficient experience for all users.

[Industry]

Retail & Restaurant

[My Role]

UI / UX Designer

[Platforms]

Android & IOS

[Timeline]

February 2024- May 2024

[Persona]

David

Delivery Partner

David is a part-time delivery driver for the app. He's a recent college graduate looking for flexible work while he searches for a full-time position in his field.

Age: 22

Location: Texas

Gender: Male

[Goal]

Efficiently complete deliveries (clear instructions, easy navigation).

Maximize earnings (complete deliveries, timely payment).

Minimize hassle (straightforward process, avoid problems).

[Frustrations]

Ambiguous order details (missing info, unclear instructions).

echnical glitches (app issues, GPS problems).

Difficult customer interactions (unresponsive, unclear instructions).

[Process]

[01] User Research

Conducted interviews with delivery drivers to understand their daily routines and challenges.

Observed drivers during deliveries to identify pain points and areas for improvement.

Analyzed app usage data to understand driver behavior and identify areas of friction.

[01] User Research

Conducted interviews with delivery drivers to understand their daily routines and challenges.

Observed drivers during deliveries to identify pain points and areas for improvement.

Analyzed app usage data to understand driver behavior and identify areas of friction.

[01] User Research

Conducted interviews with delivery drivers to understand their daily routines and challenges.

Observed drivers during deliveries to identify pain points and areas for improvement.

Analyzed app usage data to understand driver behavior and identify areas of friction.

[02] Insights

Drivers prioritize efficient deliveries, maximizing earnings, and minimizing hassle.

Ambiguous order details, technical glitches, and difficult customer interactions are key pain points.

Clear communication, reliable navigation, and seamless app functionality are crucial for driver satisfaction.

[02] Insights

Drivers prioritize efficient deliveries, maximizing earnings, and minimizing hassle.

Ambiguous order details, technical glitches, and difficult customer interactions are key pain points.

Clear communication, reliable navigation, and seamless app functionality are crucial for driver satisfaction.

[02] Insights

Drivers prioritize efficient deliveries, maximizing earnings, and minimizing hassle.

Ambiguous order details, technical glitches, and difficult customer interactions are key pain points.

Clear communication, reliable navigation, and seamless app functionality are crucial for driver satisfaction.

[03 Design Solution]

Implemented clearer order details with comprehensive delivery instructions and customer contact information.

Improved app stability and GPS integration to minimize technical glitches and enhance navigation.

Developed in-app communication features and customer support resources to address difficult interactions.

[03 Design Solution]

Implemented clearer order details with comprehensive delivery instructions and customer contact information.

Improved app stability and GPS integration to minimize technical glitches and enhance navigation.

Developed in-app communication features and customer support resources to address difficult interactions.

[03 Design Solution]

Implemented clearer order details with comprehensive delivery instructions and customer contact information.

Improved app stability and GPS integration to minimize technical glitches and enhance navigation.

Developed in-app communication features and customer support resources to address difficult interactions.

[04] Testing & Iteration

Conducted usability testing with drivers to evaluate the effectiveness of design solutions.

Collected feedback from drivers on the updated app features and made iterative improvements.

Monitored app performance and user feedback post-launch to identify areas for further optimization.

[04] Testing & Iteration

Conducted usability testing with drivers to evaluate the effectiveness of design solutions.

Collected feedback from drivers on the updated app features and made iterative improvements.

Monitored app performance and user feedback post-launch to identify areas for further optimization.

[04] Testing & Iteration

Conducted usability testing with drivers to evaluate the effectiveness of design solutions.

Collected feedback from drivers on the updated app features and made iterative improvements.

Monitored app performance and user feedback post-launch to identify areas for further optimization.

[Outcome]

Order successfully delivered with proof of delivery recorded (photo and note).
Driver efficiently proceeds to the next assigned order, maximizing delivery capacity.
Accurate order details ensure smooth delivery.

[Key Learnings]

Clear Details are Key

Order details are crucial for efficient deliveries.

Clear Details are Key

Order details are crucial for efficient deliveries.

Clear Details are Key

Order details are crucial for efficient deliveries.

Proof of Delivery Builds Trust

Photo and note features provide transparency and accountability.

Proof of Delivery Builds Trust

Photo and note features provide transparency and accountability.

Proof of Delivery Builds Trust

Photo and note features provide transparency and accountability.

Streamlined Workflow Enhances UX

Automatic redirects and clear next steps optimize driver experience.

Streamlined Workflow Enhances UX

Automatic redirects and clear next steps optimize driver experience.

Streamlined Workflow Enhances UX

Automatic redirects and clear next steps optimize driver experience.

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