Courier App Re–design for a Delivery Company

Introduction

In 2012, a group of foodies in Yerevan had a brilliant idea: what if they could bring the delicious offerings of the city's top restaurants and specialized stores straight to people's doors? And so, Menu Group was born – the very first delivery company of its kind in the area.

Today, Menu Group still proudly delivers from over 600 of the best spots in town, ensuring that their customers can enjoy a tasty meal from the comfort of their own homes.



01. Context

The Unnoticed Challenges Confronted by Delivery Workers

Despite our daily reliance on e-commerce, food ordering, and delivery companies for the convenience of having essential items delivered to our doorsteps within a day or two, we often overlook the challenges faced by the individuals responsible for making these deliveries, particularly in adverse weather conditions such as scorching heat, cold, and heavy rain.

However, there is a multitude of issues that these delivery workers confront, which go unnoticed by the general public.





02. Problem

In our situation, our couriers often grapple with stress, frustration, and diminished job satisfaction.

Couriers face numerous challenges and difficulties while fulfilling their deliveries, leading to a decrease in productivity, customer satisfaction, and job satisfaction.

These challenges include poor route planning, unclear delivery instructions, a lack of real-time updates, and a lack of communication with customers and the company.





03. Approach

I initiated the design process by conducting stakeholder and user interview sessions and gathering valuable insights. We carefully identified patterns and translated our discoveries into valuable insights.

To understand our users' experiences, I conducted 1:1 interviews with 12 couriers. These sessions helped me grasp their daily routines, challenges during deliveries, and pain points.

During the Ideation phase, we analyzed research findings using the affinity diagram method, brainstormed ideas and generated potential solutions.

We evaluated these ideas based on feasibility, usability, and project objectives to identify the most promising concepts. To ensure our designs met user expectations, we validated them through rapid testing with low-fi wireframes, gathering valuable feedback. This iterative process allowed us to address usability issues and optimize the final product for delivery couriers.



04. Designs



04. Outcomes

To assess this improvement, I conducted usability testing with couriers.

Our usability testing results demonstrated that the redesign of our app significantly improved the user experience. We conducted usability testing with a group of 5 participants and used the following metrics to evaluate the success of our redesign:

• ​Task Completion Rate: Our redesign improved the task completion rate by 25%, from 60% to 85%. This indicates that users were able to complete tasks with greater ease and efficiency.
• ​Error Rate: The error rate decreased by 60%, from 15% to 6%, indicating that the redesign helped to reduce errors and improve user confidence.
• ​We saw a significant decrease in the average time it took participants to complete tasks, from an average of 8 minutes to 3 minutes. This demonstrates that the redesign improved the speed and efficiency of the user experience.

So, after multiple iterations and careful consideration of the usability (concept and final) testing results, we have opted to move forward with this design for our upcoming implementation.