Flexible Delivery Application
The project is a complete case study about Toronto's delivery services, including background insight, quantitative and qualitative research data, user interviews, surveys, and developing the delivery application structure. As the sole UX designer, I designed this project through research, ideation and UX design principles from inception to final design.
Role
UX Researcher,
UX / UI Designer,
Front-End Developer
Duration
4 Months 2021 -2022
Tools
🔍 Research: Google Survey, Zoom, Word, Excel
👩🏻🎨 Design: Figma, Adobe Illustrator
👩🏻💻 Coding: HTML5, CSS5, Visual Studio, GitHub
1.Overview
GEORGE MOVE provides delivery services by connecting users with delivery drivers on its mobile and web apps. After the pandemic, some people have to return to their companies and meet face-to-face with clients. We are usually concerned that most workers forget to bring their essential documents and identity cards. Hence, our colossal mission is to help people who are losing necessary things from the home, office, or even moving house; we also provide professional service.
So you don't need to worry about the stuff missing from your house while working. Also, don't worry that your children forgot to bring their homework; we will help you finish your location tasks. You need to click our point-to-point map, and just a second will be done. Consider the size of the goods; different types of cars are necessary for our delivery tasks. You can choose Van, Truck, Ton Truck, Motorcycle, or walker. We hope to decrease people's anxiety; picking up and moving is easy work. In addition, we allow customers to track our location because that will be more convenient for their needs.
The target users are between 18 years to 60 years old. The range is vast because everyone has their urgency stuff situations.
2. Design Process
1. Research
Marketing research
Stakeholder interviews
Online Survey
User Research
User Interview
2. Data Analysis
Data Analysis & Insight
Affinity Diagraming
Persona
Information Architecture
5. Testing
Clickable Prototype
Usability Testing
Maintenance
4. Coding
Server Setup
Product Build
3. UI Design
Design Concepts
User Flow
Wireframes
Hi-Fidelity Prototypes
Prototyping & Testing
3. Problem Statement
3.1 Goal
We want to make the city convenient, working people and students often forget some essential documents. Our goal is to bring them around; even if there are inconvenient or disabled people, our app will solve all problems. And people who own a vehicle can also be part of the help. Our goal is to solve the courier problem of urbanites; even if they are busy at work and school, we can solve it anytime.
3.2 Problem Statement
Numerous mobile vehicle services currently exist in Canadian cities; however, few of these services effectively address time constraints and fulfill user requirements. The development of an application presents intricate usage pathways. For instance, certain users might find it challenging to determine which service is most appropriate for their needs.
01. Research
I analyzed the places where citizens live and the range of activities. Take downtown Toronto as an example, where many people live and work. Some even travel to the city center for work further out of their living areas.
Competitive Analysis
I use some well-known companies to do competitive analysis. Make an objective analysis of their products and services, strengths and weaknesses. We can see that each service has its advantages and disadvantages. But the service categories are different; we can identify and absorb the benefits through this analysis.
6. User Interviews
I interviewed five participants during the video interview. The questions were more in-depth, including their deep-level experience in express delivery, areas that should be improved, and their understanding of the internal system of the express company.
5 Interviewers Target:
Family 33 Years old worker
Student 22 Years Old
Single Worker 27 Years Old
International Student(Female) 18 Years old
Full-Time Worker 40 Years Old
6.2 Interview Summary
Respondents still understand the system behind the courier company. Still, sometimes they are disappointed when the courier involves three parties because they often face the record of the wrong attitude of the driver and damage to the goods when they arrive. But they're used to Canada's courier system and often have to wait several business days for their packages.
7. Surveys - Quantitative Result
I interviewed five participants during the video interview. The questions were more in-depth, including their deep-level experience in express delivery, areas that should be improved, and their understanding of the internal system of the express company.
Canada delivery rating from users
75%
Averages
Less than 30 mins delivery
60%
Averages
The user order delivery frequently
80%
Averages
According to the survey results,
female has 53.3% more than males 40%.
Gender
Age
Status
02. Data Analysis
7.2 Surveys - Qualitative Result
Finally, I made a precise text classification of the questionnaire. To sum up, some working people are confused about this service, because they need it daily, but they have never heard of the benefit of same-day delivery of documents.
8. Affinity Diagraming - Insight
I summarize the following pain points through questionnaires and interviews and classify them into categories. It can be seen that we can make improvements on issues such as target users, special needs, and locations. I hope to create a friendly user experience service. However, let my subsequent designs bring more excellent direction and purpose.
9.1 Persona
According to the research result, I created the persona against the user interviews and surveys. As the background, I listed the paint points and personal details. The delivery application would happen in this scenario.
9.2 Empathy Mapping
Then I drill down to specific types of users through empathy mapping. Do a deeper first search to understand their role and needs for our products. It also gives potential users a deep understanding of the thinking behind them.
Pains
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I don't know how the charges are calculated.
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I don't know how long the actual shipping will take.
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I hope the appearance can make me believe and trust the brand more.
Gains
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The service area that can increase the fee will be even better.
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List of services. The user needs to use.
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Regional Charges and Special Charges
10. Information Architecture
According to affinity mapping and user interviews, the pain points transferred the user needs on the service information. Therefore, following user needs, I created the "Chat with Us" Button to increase the services provided and solve the user problem when they cannot find their emails.
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Design Simple and Easy to find their goals.
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Clear Guidelines and Understand Human Behaviour with their habits
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Select Service > Enter Information > Payment
User flow
Wireframes
03. UI Design
Prototype
UI Design
Colour gradients can amp up the look of the application designs. They're a great way to show depth and movement. It is advantageous when we want an image or another design element to stand out without overpowering the rest.
UI Design II
Highlight Point: 16px
Information Provide: 12px
I used two front sizes to attract more user eyes during the design and information highlight. Then, according to the interview and user data, I list and filter the leading service on the top 3.
The user must select the point and follow the guideline to finish the delivery order. I made the button-friendly size, intense colour and contrast to lead the user to complete the tasks.
Consistency guideline is essential because user behaviour is getting from other devices or applications. Therefore, following the rule of empathy is vital for UI Designers.
UI Design III
HTML CSS Website Set up
Retrospective
Challenges
This project presented significant challenges due to its extensive duration, spanning from the initial data collection to the ultimate development of the product. Through thorough research, I discovered that the city of Toronto experiences this particular issue. Nevertheless, the process of transforming these findings into tangible products and services that can be effectively showcased remains a complex task.
What can be improved?
The service requires significant enhancement. For instance, it is essential to explore effective ways to leverage this technology in order to offer additional services to users. Furthermore, there is a need to enhance the overall system and the user's final experience. I believe that addressing this matter necessitates collaboration among various groups and roles, as each individual possesses unique strengths that can contribute to diverse user perspectives and service designs.
What's next?
In the subsequent phase, I anticipate having increased time and resources to achieve this objective. It is essential to address the challenges associated with urban human transportation and commuting. Furthermore, I intend to conduct a more thorough exploration of the demand for this service moving forward.
