Lifto | Last-mile delivery for E-commerce

MY ROLE

UX Designer / UX Research Lead

Wire-framing / Prototyping

COLLABORATION

1 Developer

1 UX Designer

TOOLS

Adobe XD, Figma

Jira

DURATION

Aug 2021 - Nov 2021

Lifto is an online shop selling books, wellness & Beauty products and other goods based in Sydney Australia. We were asked to help design a cross-platformed (IOS, Watch OS) last-mile delivery shopping experience for online shoppers based in Sydney.

OVERVIEW

EXPLORING THE PROBLEM SPACE

Delivering parcels from delivery stations to the receiver’s doorstep is one of the most expensive parts of the shipping process.

Creating an intuitive interaction between humans and autonomous devices such as drones or urban robots can be difficult. If this final stage is not executed effectively, it can negatively impact the customer experience.

OUR APPROACH

Research

Ethnography

Interviews

Competitive Analysis

User Persona

01

Design

Informed Brainstorming

Wireframes

Hi-Fi Design

Interactive Prototypes

02

Evaluate

Usability Testing

Design Iterations

03

RESEARCH

We found that ✨

  • ‘Customers want a say in where their packages get left when they are not at home. Worry about the package being left in an unsafe location.’

  • ‘Customers want to have multiple support options they can access depending on their circumstances. Want to be easily connected to customer service person if something goes wrong.’

  • ‘Most people are annoyed by deliveries not even being attempted and being returned straight to depot. Customers would prefer to save presets so they don't have to specify every time. eg. always leave packages in this location.’

  • An online ethnography study was conducted using a variety of review platforms such as ProductReview, TrustPilot, Twitter and Google Reviews.

I. Ethnography study

  • Before moving on to solutions, I advocated for conducting user interviews to better understand the users struggles with receiving their packages. I also requested some of the interviewees to join us in an affinity diagramming session in order to prioritize solutions with a user-centered approach.

II. User Interviews

  • We first looked into the market to examine if traditional delivery services have addressed common concerns about package tracking.

III. Competitive Analysis

  • Still a new space, opportunities to create a new system as there are little to no precedents. Very few companies have users interact with drones.

  • Amazon is limited to purchases made through their own platforms which leaves options to work with other retailers for delivery solutions.

  • Transparency around delivery time/delays is key and something that Australia Post still struggles with.

  • Have become so successful due to their reliability and fast turnaround. Highlights importance of reliability and organized processes.

IIII. User Personas

SOLUTIONS

  • Package arrives at desired time to avoid inconvenience.

  • Being able to talk and solve the issue easily.

  • Transparency in the process (Be informed when my delivery is delayed).

WIREFRAMES

Apple watch - iteration 1

Apple watch - iteration 2

Phone - iteration 1

Phone - iteration 2

PROTOTYPES

I. Select delivery type

Delivery details at a glance 👀

In order to help users understand the features and cost-effectiveness of drone delivery technology, we have created a comparison page that showcases the different types of drones available.

Not available? That’s okay 👌

By having set delivery times, customers can organize their day and utilize their time more effectively. They won't have to worry about waiting around for their package to arrive because they already know when it is scheduled to be delivered."

Transparent tracking + Secured sign off 💯

Real-time tracking allows customers to have an accurate understanding of the current location of their delivery as it moves through the logistics process. It also provides customers with real-time updates should there be any unexpected delays in the delivery.

Occasionally, errors may occur when it comes to robotic operations. By scanning the barcode on the received package, customers can accurately confirm what they have received. This not only allows them to verify their order but also helps the company keep track of their deliveries.

II. Track current package

Adjust delivery designation as needed 🔧

In case of emergency, customers don't have to worry about their valuable items being left unattended during delivery. They have the option to change the delivery destination.

III. Get notified on the go!

Package dashboard 🖥

‘Carousel’ design pattern used to let user focus on one item at a time. Allows for clarity on small screen space.

Users can set ‘nicknames’ for the parcels in the phone app that will show on the watch screens to make things more personalized.

Real time tracking 🕐

Updates location in real time. This responds to the design brief and the application of the future drone technology.

Customer support 💁‍♂️

Chose to incorporate simple customer support function in response to ethnographic research from previous assignment.