Optimized Delivery Driver’s Experience for Parcel Pick up and Drop off
Ninja Van, a tech-enabled delivery service in Southeast Asia, partnered with Grab Express, the region's leading ride-sharing and delivery app, as a primary third-party logistics carrier. The pilot project, centered on same-day delivery, included an in-person dry run session to guarantee a seamless pick-up and drop-off experience, identifying potential issues before the initial release.
Role
Stakeholders
Grab and Ninja Van’s Product Owners
Collaboration
Product Owners, Ninja Van’s Drivers and Tech Lead
Delivery
Usability Research and Design Iteration
Outcomes
1 / Secured Partnerships
Fostered partnerships with Grab Express, where smooth delivery played a significant role in the collaboration's success.
2 / Identified Usability Issue for Optimization
Detected usability issues in the apps through driver participation in mock parcel pick-up and drop-off scenarios, utilizing feedback for app design enhancement.
3 / Developed Measurements Strategy
Developed usage metrics for tracking usability improvements and facilitating a smoother parcel pick-up and drop-off experience.
Project Activity
Collaborated closely with Grab and Ninja Van’s Product Owners and Ninja Van drivers to conduct in-person feature tests and mock parcel pickup and drop-off scenarios, using Contextual Inquiry methods for UX Research.
Discovery to Delivery Activity
Screen samples compares the user interface of a delivery service's app 'before and after' design improvements, highlighting usability issues and the solutions implemented to address them.