Mercado Libre

Envíos Flex is a delivery management app used by drivers to complete same-day deliveries for Mercado Libre. After a noticeable drop in NPS, the project focused on rethinking the experience to better support drivers in real delivery conditions.

Challenges The Envíos Flex app experienced a 4% decrease in NPS compared to the previous quarter. Driver feedback revealed recurring friction during deliveries, particularly when accessing critical information or completing actions quickly while in transit. The core issue wasn’t missing features, but lack of context. The app presented the same interface regardless of where drivers were in the delivery journey, forcing them to navigate multiple screens, search for information, and lose valuable time.

Approach Based on user feedback, a clear hypothesis emerged: Envíos Flex needed to evolve from a static interface into a proactive, context-aware system. The solution focused on adapting the interface to each stage of the delivery journey. By leveraging geolocation, the app anticipates drivers’ needs and surfaces relevant information and actions exactly when they are required. This reduced unnecessary navigation and decision-making, enabling drivers to act faster. As a result, key actions became more intuitive, contextual prompts minimized friction on the road, and the overall experience felt clearer, more supportive, and better aligned with real delivery workflows.

[Home] The full route at a glance.

Drivers can quickly see where to go and which packages to prepare. A progress bar shows route status, the map displays all stops, and the drawer lists every delivery. The next stop is highlighted on both the map and the list, with a clear “Go to destination” action always within reach.

[Delivery Mode] The interface adapts to the moment. Using geolocation, the app automatically detects the delivery stage (On the way or Arrived) and surfaces only what’s needed. Three dynamic key actions remain visible at all times, reducing cognitive load and speeding up each stop.