If we made something —
does it improve someone's life?
Hi, my name is Yevhen, I am
a Product Designer with experience in Web Design, Project Management and Sales
Hi, my name is Yevhen, I am
a Product Designer with experience in Web Design, Project Management and Sales
Nova Poshta is an express delivery company founded in 2001. Its goal is to provide easy delivery solutions for every customer, whether to a branch, a parcel locker, or a specific address. The company offers logistical and distribution services, catering to the delivery of documents, small packages, and large shipments. Thanks to Nova Poshta, thousands of entrepreneurs can create and expand their businesses not only in Ukraine but also internationally.
Improve the user experience of courier request and address delivery by redesigning the client application.
Create a simple and clear process of calling a courier with the possibility of tracking both the courier and the package.
1.
The main focus is to gather all the information shared by the client and categorize these insights appropriately
2.
Understand all opportunities and turn them into actions
3.
At the basis of the strategy — cause-and-effect relationships
4.
We move from the purpose of our research through strategy, research questions, and finally to methods and sources of knowledge
The client's brief aimed to streamline and optimize various aspects of the courier delivery process. It inquired about courier assignment, communication of new shipments, address handling, handling delays, and notification of status changes. The brief also covered route planning, sender/recipient contact, confirmation of shipment receipt, and addressing scenarios requiring physical signatures. Additionally, the client explored the flexibility of adding services, handling theft or loss, and space availability in parcel lockers, seeking opportunities for process improvement.
All answers were collected, insights — extracted, and clustered by topics:
In order to quickly understand the complex interface, we used a OOUX methodology that made it possible to understand what roles are in the system and what they can or cannot do
With a clear understanding of all system classes and properties, we seamlessly integrated them into the business process diagram. This initiated our efforts to enhance the courier ordering process, from the departure address to package delivery and receipt, all while strategically eliminating any potential roadblocks.
In the process of our research, we realized that the courier and the sender can face several problems that affect the speed of receiving the package or whether the parcel will be transferred from the sender to the courier
To address the issue of senders not being at home during wide time slots, we suggested dividing the slots into six intervals. This subdivision provides greater flexibility for senders, increasing the likelihood of them being available to meet the courier.
To prevent additional calls from couriers to senders for address details, such as intercoms, floor numbers, or elevator availability, we introduced the option for senders to provide this information within the application, along with the ability to leave comments. This enhancement streamlines the delivery process and minimizes unnecessary communication.
In instances where the package doesn't meet requirements upon the courier's arrival, such as being too large or needing additional packaging, we introduced a feature that enables senders to provide parcel information and specify any additional packaging needs. This preparation allows couriers to better handle the parcel, ensuring a smoother delivery process.
Challenges arise when a sender wishes to cancel a service as it requires a call to customer support. To address this, we've introduced a feature that allows senders to request courier service directly within the application, simplifying the process.
In the process of our research, we realized that the courier and the sender can face several problems that affect the speed of receiving the package or whether the parcel will be transferred from the sender to the courier
To facilitate improved communication between couriers and senders, we've implemented a chat feature that allows them to interact seamlessly.
In cases where the parcel doesn't meet requirements, we've enabled couriers to make necessary changes to the shipment within the courier application.
If the courier is unable to resolve the issue independently, we've incorporated a feature allowing them to contact a supervisor. The supervisor can then make necessary adjustments to the shipment and schedule a new courier appointment at the sender's convenience.
With order receipt, several challenges may arise, and we've made efforts to address them.
To address the issue of recipients not being at home during wide time slots, we suggested dividing the slots into six intervals. This subdivision provides greater flexibility for senders, increasing the likelihood of them being available to meet the courier.
We've introduced the option for recipients to leave a comment specifying an alternative delivery location, such as a post office or the nearest branch, in case they are unavailable to receive the parcel.
To streamline communication between recipients and couriers, we've introduced a chat feature that enables them to interact conveniently.
In situations where recipients change their minds about receiving a parcel, we've included an opt-out option within the app. This feature aims to prevent the need for them to contact customer support or the sender.
