THE PROBLEM
Use case 1: UPS delivery and scanning operation in Europe did not have a mobile device that had both scanning packages to itinerary, and linking the packages to the itinerary.
Use case 2: There was no application providing routing for drivers. Drivers were using 2 devices sometimes 3 to navigate and deliver packages.
Note- this was a fast paced iterative process, using Lean UX Agile methods.
MY ROLE
As Lead Designer I was responsible for helping drive field and user research and design including a design system.
There was some field research already done and we just continued to elaborate on this.
Additionally created an entire design system for this application that drove the designs for other mobile applications in Operations.
Field Research
Some of this research was already provided by third party in EU. We were able to use the findings as a leverage point from pilot application.
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FIRst
Reviewed the existing pilot to be able to drive some of the user requirements and get with management responsible for the business requirements and user needs to discuss needs.
Scan to Car (S2C)
+ Itenerary
Working with management and product owners we were able to add a scanning and itinerary all in one application.
Previously users had to use multiple devices for scannind and delivering packages costing time and money at UPS’s expense.
S2C: Package mngmt
Users had the ability to scan packages and manage packages based on scan details.
This example is showing how package needed corrections and user had to resolve prior to downloading to the itinerary.
Note- much of this was not automated as it was a brand new concept for UPS in the EU.
Package details
Each package had specific details and dimensions. I created iconography for each package detail including (and more) : Call tag, hazmat and driver follow up icons. This was a collaboration effort among existing users and team. Users were able to see the package details and know how to deliver them based on icoography. Users also had the opportunity to edit package details if needed
Itinerary + Routing
User NOW had the ability to review routes and swipe to access routing feature. Feature they did not have prior and helped increase users time, efficiency and business revenue.
Stop Details
Users had the ability to click on the route and edit the stop details if needed. They also were able to change route location. Very helpful as sometimes the routes were not exact and we were collecting data for future routing.
COmpleting a stop
Once user navigated to the stop they would have specific requirements to complete the stop: driver release, exception and adult signature.
Adult Signature
Example of user having the ability to complete stop with adult signature
Stop NOtifications
Users had specific stop notifications where they were able to take action right away to ensure stop would be completed correctly.
In this use case you see COD.
2 Way Messaging
We also created a 2 way messaging service. This allowed users to quickly and efficiently communicate to managers any challenges during their route. This allowed a more streamlined routing process and increased users and operational efficiency.
RESULTS
The following implementation of a 1 stop shop application to scan, delivery packages, with routing capability resulted in over 80% of an increase of revenue in EU along with saving users time by over 70%.
Additionally we set the bar for implementing new technologies and design for the EU and the mobile applications for the EU.
WANT TO SEE MORE? Contact me directly at: asmith@smithdezign.com