Delivery Tracking Flow For a Dog Food Delivery Service
What
Delivery tracking flow for a dog food delivery service
Project Duration
3 weeks
My Role
Sole UI/UX Designer
Goal
Reduce support inquiries by bringing greater transparency and visibility into the delivery process
User Research
I conducted 4 interviews. In order to get the right information from the right people I made sure that the interviewees regularly shop online.
Questions:
How often do you check the delivery status after placing an order?
What information is the most crucial to you when checking the delivery status?
What problems are you currently experiencing with delivery tracking services? What would you improve?
Empathy Map
After reviewing my notes from the interviews I identified the most important topics and put together an empathy map.
Pain Points
1
Lack of Transparency
Users want to know exactly where their package is.
2
Lack of Information
Users often don’t know whether their signature is required and if they need to be at home to receive it.
3
Lack of Notifications
Users want to be notified at every step of the delivery process.
Ideation
To get the ideas flowing I did the “Crazy Eights” exercise. In 8 minutes I came up with 8 possible solutions on how the tracking delivery page could look like.
After the exercise I moved on to creating digital wireframes.
Low Fidelity Wireframes
I created low fidelity wireframes and linked them together into a prototype.
I used this prototype later in my usability study to see what needed to be improved in the current design.
Design System
Before I started working on high fidelity designs I created a design system for the purpose of this project.
I always make sure to define my colors, text styles and create reusable components.
High Fidelity Prototype
Based on the feedback provided from my usability study I started building high fidelity mockups.
I linked them together into a prototype to create a simulation of the final product.
Next Steps
To determine any weak points in the current design I would conduct another usability study. The results from the study would help me improve on the design.
After the launch it’s important to look back at the goals of this design. One of the goals of this project is to reduce the amount of customer service inquiries. If the number is lower it would mean that the flow itself is reassuring enough. When customers receive sufficient information about the whereabouts of their order there’s less need of contacting the customer service. That would determine the success.
By implementing a transparent and seamless tracking flow the user feels in control. A good tracking flow can provide customers with peace of mind even when they order from across the globe.