Delivering a proof of delivery solution to clients using the Stuart Client Dashboard for monitoring their packages and deliveries
When a delivery faces issues, the lack of clarity on its status is frustrating for customers and time consuming for couriers to resolve. How can we ensure clients are always informed of their delivery status and are clear on the details of packages marked as delivered?
I conducted an audit of the current flow and screens that allowed me to identify the following 4 key takeaways:
1. Disconnect - There's a noticeable disconnect within the Stuart tools. Couriers often reach out to the customer support team seeking guidance on handling deliveries. Our customer support team then provide instructions to the couriers. However, clients can remain unaware of these conversations until contacted by the Customer Support team.
2. Customer Requirement - Customers who are aware that they won't be available at the address or have mobility issues, and therefore need more time to answer the door, currently lack a direct means to communicate this information to the Courier. Consequently, Clients have no visibility into any special requirements or instructions from the customers.
3. Copy - The messaging on the Clients' screen mirrors that of the Customer's, meaning the content within the status card is largely irrelevant to the Clients.
4. UI Amends - During the audit, I discovered that we had two different UIs for displaying the estimated time. Although this wasn't initially within the scope, I wanted to ensure that we made improvements wherever possible to enhance the overall user experience.
Considering the issues I identified during the audit and keeping the problem statement in mind, I began working on the following concepts, with a focus initially on the content and UI of the card information.
Disconnect - I began exploring ways to provide our clients with more detailed information readily accessible at their fingertips. To achieve this, I sought to integrate the conversations between Couriers and the Customer Support teams. Additionally, I included crucial details such as the Package and Order IDs, as they are vital for identifying the relevant packages across all involved parties.
Customer Requirement - Customers have the ability to leave specific requirements or comments for both Clients and Couriers. We plan to display this information alongside the Proof of Delivery for comprehensive insight.
Copy - I proposed to the team that we remove the secondary text situated below the status header. The copy lacked relevance for the Client and failed to contribute any real value. My aim was to ensure that the status title was clear and could effectively convey the necessary information independently for the Clients.
UI Amends - I combined the time estimates into a single UI. Placing the new estimated time just below the status title within the card, I ensured consistency across the interface. Additionally, this space would also serve to display the completed delivery time.
Photography - In our context this relies on Couriers to capture high-quality images. However, there are legal considerations they must adhere to. They must avoid capturing anything that could reveal the customer's address or personal details, while still ensuring it's evident that the photo is taken at the correct location.
Pin Code - In exploring alternatives to photography, we encountered obstacles with certain solutions, such as PIN codes and so were not able to implement this for the first iteration.
Regular sharing and stakeholder updates helped me promptly identify blockers and constraints that surfaced once the initial concepts were presented.
Due to time constraints, I simplified the solution for the initial release, opting to display only the photo as 'Proof of Delivery.' Although not the comprehensive solution I had aimed for, it received positive client feedback and successfully allowed them to verify package delivery.
To look more into the constraints that I faced. I would want to explore the Pin Code option as it allows the customer to clarify that they have recieved the actual package. Courier would not know the code and so only the customer and client would see that the pin was correct and so know if package had been received.
The above is a high level summary of the project. If you would like to know more of the details then please feel free to get in touch with me.