ABOUT THE PROJECT
The idea of the project was to create an application that would automate the work of independent couriers. It would help in planning the work, organizing the order of orders and re-planning them during shifts.
PROBLEM
The project was created in a team of three. We conducted a series of tests and analyzes to understand the problem and propose optimal solutions.
SOLUTIONS
– USER RESEARCH AND MARKET ANALYSIS
– PERSONA (screener, interviews)
– EMPATHY MAP
– USER JOURNEY MAP
– IDEATE
– ANALIZA UX
– USER SCENARIO
– USER FLOW
– PAPER PROTOTYPING
USER RESEARCH AND MARKET ANALYSIS
We interviewed two independent couriers. These interviews were preceded by a questionnaire prepared by us, which helped us reach the target group. The couriers told us about their working day and their problems. We could observe their reactions, pains and frustrations, which helped us to develop a persona and empathy map.
CONCLUSIONS
After the interviews, we got the following results:
– couriers appreciate independence, they like contact with people,
– good contacts with customers are important to them,
– they have an increasing base of regular customers,
– the greatest difficulty for them is planning the route and the schedule of orders,
– sudden changes, unpredictable traffic situations or phone calls from customers during the working day are very problematic,
– couriers spend a lot of time organizing work, they spend evenings and days off,
– they also have a problem with the customer database, they often lose customer contact numbers.
PERSONA
The persona we created is a 30-year-old Artur, an independent courier living in Warsaw. Artur’s biggest frustration is work logistics, because he devotes his free time to organizations.
The humanized image of our future user allowed us to find out his true goals and paints. We used it in further design processes to fully respond for his needs.
EMPATHY MAP
In order to better understand the user, we have developed an empathy map. It shows his emotions, feelings, actions, problems and goals. Optimizing the orders would save a lot of time for the courier and would help him to solve the problems he faces Such an illustration of the needs and problems allows us to specify the tools that the future product will have.
USER JOURNEY MAP
We have developed a user journey map to visualize the relationship between the user and the future product. This tool allowed us to observe what activities the user undertakes and what feelings accompany him at the same time.
RESULTS
The above analyzes led us to the following conclusions:
– the courier’s greatest frustration is the lack of automation when planning his working day, he devotes a lot of free time to it,
– unplanned urgent orders or changes of plans are a big obstacle, but also traffic jams are inconveniences for the courier
– the courier has to acquire customers by himself, also exchange messages and keep track of contacts with them,
– a big challenge is also packing the car in such a way that it can fit as much as possible and that the order of parcels is in accordance with the order of pickups and deliveries.
IDEATE
After the conducted research and collected conclusions, we were able to proceed to the design process. In order to develop the individual functions of the application, we conducted ideations. We collected our questions, thoughts and ideas in one place and conducted a vote. We chose the product functions that best meet the needs of our persona.
1. The core of the product will be the automation of orders and work schedule.
2. Notifications about the delivery and collection of the parcel will be automatically sent to the customer.
3. The courier will have a professional profile and periodic refreshing of advertisements.
4. The database of customer contacts will be automatically updated.
5. In the event of random changes, the route will be automatically updated and notifications to customers will be sent via the application after the changes are approved by the courier.
6. The courier will be able to edit the schedule and customer base.
7. The tool will assist the supplier with the logistics of the car packing.
UX ANALYSIS
When conducting market analysis, we took into account applications such as: Google Maps, Janosik, InPost application, Uber, BlablaCar,
We divided it into individual functions and compared their operation in individual applications:
1. Route generation.
2. Sending parcels.
3. Driver profile.
4. Notifications.
USER FLOW
In the next stage, we developed the USER SCENARIO. It was a story about a courier’s day of life and his contact with the product. On the basis of USER SCENARIO, we have created USER FLOW – a diagram presenting the logic of the application’s operation. It defines its most important paths and user interactions.
PAPER PROTOTYPING
