Streamlining Delivery Preferences for Modern Businesses

For many small and medium businesses, the pandemic changed how (and when) they operate.  These businesses are now demanding more control over how and where they receive shipments.

Our client, a global transportation provider, sought to centralize these preferences as they recognized the importance of streamlining delivery preferences to remain competitive and improve the user experience.

Transformation does not come easy. We followed our innovation model, framing our challenge and then empathizing with our targets. Key steps included:

• Competitive Analysis: Evaluated the delivery management experience of direct and analogous competitors to identify the industry’s best practices and potential gaps.
• User Research & Validation: Defined, created, and tested the ideal user experience across critical use cases.
• User Preferences & Expectations: Gathered insights on how businesses prefer to sign for deliveries, additional capabilities they value, and optimal interaction points.
• Prototyping & Optimization: Developed and tested interaction models to ensure preferences could be managed with minimal friction, optimizing touchpoints and click paths.

Ultimately, through this initiative, we uncovered key insights that informed the development of a centralized and streamlined delivery preference system. The results include:

• Enhanced enterprise visibility into delivery preferences, reducing unproductive stops.
• A more intuitive, seamless user experience, leading to greater adoption and efficiency.
• Reduction in incorrect package placements, minimizing claims and customer frustrations.
• A scalable framework for continuous improvement and expansion of delivery preference management.