PAYVMNT APP
An Innovative Way to Lessen the Cost of Last Mile Delivery
• Redesign Mobil Application • 3 Weeks • Client Project • • Madeleine Gradney • Mackenzie Lisenby • Lindsey Woldt • Timothy Lord
INTRO
The process of getting a package from when you purchase to your house is one that tends to be overlooked. Though majority of the time it seems like the good you purchase magically appears on your door step or mailbox, the system is methodical and pretty complicated. In a product’s journey from warehouse shelf, to the back of a truck, to a customer doorstep, the “last mile” of delivery is the final step of the process — the point at which the package finally arrives at the buyer’s door. And surprisingly, this is the most expensive part of the process.
Goal
Design an application that allows the driver to get traffic updates, optimized route for multiple packages, and a way to keep the drivers motivated. This would cut thousands of dollars on last mile delivery cost by having drivers get to their destination as fast a possible and completing their deliveries.
Payvmnt Timeline
4 Days
• User Interviews • Developer Interview(s) • Comparative and Competitive Analysis • Current App User Flow • App Map Analysis •
2 Days
•Affinity Mapping • Personas • Problem Statement • Hypothesis/Solution • User Flows •
2 Days
•Design Studio • Sketching • Lo-Fi Wireframes • Mid-Fi Wireframes •
3 Days
• Mid-Fi Testing • Mid-Fi Iterations • Hi-Fi Wireframes •
3 Days
•Prototype Testing • Prototype Iterations • Test Analysis • Client Deliverables •
Problem
Finding a way to convert the employees to use the internal app the company has developed.
Solution
Create a mobile application that the users are familiar with but takes in their delivery manifests and gives real time driver insights to provide a best route possible for their deliveries.
How we Found the Problem and Solution
My Role in Research
I led the user and development interviews. Using the information I gathered about Last Mile Delivery, analyzing the current Payvmnt app, other delivery apps, and other navigation apps, I created and ordered questions that were asked to the current Payvmnt employees.
Main Pain Points
Due to the fact everyone used the Elli App rather than Payvmnt, we centered our design on making Payvmnt better than what the employees are currently using based on their pain points.
Having to switch to other navigation applications in order to get to the right address
The optimized route leading them in the wrong direction, and sometimes clear out of town if an incorrect package was loaded into their manifest
And the navigation system not being up to date with new city and neighborhood developments
the app crashing, freezing, or generally malfunctioning en route
Developer Interviews
Using information gathered from user interviews, current Payvmnt app, and comparative and competitive analysis I based my questions on the current vision of the app, how much is developed, soon to be developed, what software is being used, and what is the timeline of the cycle.
Main Things Payvmnt Needs to Accomplish
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Import the Manifest
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Capture Driver Insights
Comparative Analysis
Companies
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Wazes
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Uber Eats
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Instacart
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Payvment
Findings
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Waze successfully utilizes gamification to receive community insights
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All comparative applications utilize notifications to alert drivers
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Comparative applications offer a wide array of user settings
Competitive Analysis
Companies
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AmazonFlex
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Elli
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On Time Express
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Payvment
Findings
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No competitive applications utilize driver insights
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Applications across the board operate on both iOS and Android
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All competitive applications allow driver to scan packages
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Mapping functions are similar across competitive applications
Defining the Problem
Dynamo Dan
Primary Persona
Needs
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Live updates and data corresponding with routes and access to delivery destinations
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Time efficient and easy way to access package and route data
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Accurate navigation that details my route
Behaviors
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Packs his rental van methodically
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Plans his own route
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Memorizes gate/access codes
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Works in a way that suits him best
Goals
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Improve accessibility by adding more voice to text capabilities
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improve visual information to easily translate data
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Create a driver insight feature to add live updates on routes and access codes
Frustrations
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Lack of accurate information from their optimized route
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Time consuming process due to misguided information
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Lack of transparency of how to address issues
Novice Nina
Secondary Persona
Needs
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Guidance on how to appropriately organize packages in her vehicle
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Communicating amongst drivers
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Feeling safe delivering late at night
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Audio directions to help her focus on the road
Behavior
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Spends a lot of time searching for packages in her car
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Uses Elli, but it keeps freezing, so she has to restart phone
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Gets lost waiting for stops to update
Goals
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To view her daily manifest and most efficient delivery route based on her needs
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To report/read about road closures without stopping
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To contact dispatch and her co-workers easily
Frustrations
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A lack of introductory material to help familiarize herself with delivery applications
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Have difficulties organizing packages in vehicle
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current applications glitch and are difficult to work with
Let's Begin Ideation
Ideal App User Flow
User Pain Points
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Easier and more accessible way to get back into your account when you had forgotten your password
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View manifest brief, make any necessary modifications
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Enter a driver insight when encountered with road obstacle or gate code
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Select where the package was left or if package was attempted
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Export the manifest to receive payment for their shift
Solution to Pain Points
Additional Feature User Flows
Accessing Manifest History
Contact Dispatch
Depending on user needs, they may either access their account to view their manifest history or use the global navigation to contact dispatch should they run into any issues when en route.
Information Architecture
Contains info regarding and deliveries user set to make that day
Dashboard
Map
Allows user to view delivery route, search for specific addresses, and report relevant insights along the way
Support
Communications with either dispatch, 911/emergency, other Payvmnt employees, or to directly speak to package owners for information
Profile
Includes user's personal account info, Delivery and Insight History, Settings, gamified Insight Leaderboard
Lo-Fi to Mid-Fi to Hi-Fi
Lo-Fi
Lo-Fi
TEST
Mid-Fi User Testing
I conducted usability tests with non-drivers in order to determine the successful and unsuccessful elements of our design. Through the combination of tests my team and I performed, we found that:
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100% of our users successfully navigated through the app and completed their delivery route
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However, 0% of users fully understood what to do with the insights tab, or what would happen once insights were reported
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On average the users spent 4m 30sec to fully navigate from the Login page to the Completed Manifest page
Hi-Fi User Insights
Our latest usability test indicated that there were users who encountered confusion with reporting map issues in the app.
100% of users preferred new app vs. app they are currently using
90% of the users completed tasks successfully
0% were able to understand and find the feedback back
Other feedback we received indicated that we should allow for messaging within the application, include point details for all users listed within the leaderboard, improve notifications for a more seamless flow, and to update which options are available when listing packages as delivered.
Main Iterations
Using insights from testing these were the biggest changes we made:
Client stated the scanning function was less important within the process. So we removed the Scan function from the navigation and moved it within the search bar.
We redesigned the menu to allow access to commonly used pages such as map and support and reflect a more traditional looking bottom nav.
In our mid-fidelity design, our notifications would take up take up space and sit over the global nav. It was clear that this wasn’t ideal in terms of function and wasn't aesthetically pleasing either. We iterated on this moving the notification to the top of screen. This iteration allowed for a more seamless user experience and is visually pleasing.
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PROTOTYPE
Future Iterations
1
Barcode Scanning
A barcode scanning feature to allow drivers to build their own manifests in the app, and to efficiently check and deliver their packages.
2
Leaderboard Insights
To further gamify the reporting of insights by:
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having a list of pending insights and allowing users to fix them and gain points
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And to show the rewards they have received for their insights, such cash prizes or gift cards
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3
Support & FAQs
What could also be beneficial is to add information to the Support page to provide safety information and FAQs for drivers
Lastly, we developed this design for iOS, but it would ideally be designed for both iOS and Android
