Improving the courier request and delivery tracking process for Nova Post
Nova Post is the market leader in express delivery services in Ukraine, offering fast, and reliable delivery of documents, and parcels to any part of the country. Nova Post serves both businesses and individuals, catering to small, medium, and large companies, as well as personal customers.
Project type
Course project
Domain
Delivery services
Timeframe
4 weeks, 2023
Problem
Complex courier booking process and difficulty managing bookings (cancellation/change).
Uncertainty about the courier's arrival time and lack of clarity regarding the parcel's location and expected delivery time.
Task
Create a simple and understandable courier request process with the ability to track both the courier and the parcel.
Improve the parcel tracking process to make it more efficient.
Process
Discover
Client briefing
Analysis of existing application
Competitor analysis
Define
Documenting current information architecture of the app
OOUX data table
Business Process Diagram
Develop
Brainstorming solutions
Updating information architecture with new flows
Deliver
High-fidelity designs
Prototyping
Presenting solutions to stakeholders
Team and responsibilities
Our team consisted of four product designers. My responsibilities in the project included:
Client briefing
Analysis of existing application
Working on information architecture of the application
Collaborative problem definition and solution ideation with the team
Collaborative work on BPMN diagram and OOUX table with the team
High-fidelity design and prototype of presented solution
Object oriented UX
In our analysis, we applied an Object-Oriented UX approach, where we examined the 'classes' and 'methods' within the system. With a table containing 500 lines of data and 10 user roles, this approach enabled us to define clear roles and access levels, ensuring a structured framework.
Business Process Model and Notation (BPMN)
We analyzed the product's business processes related to courier delivery to understand their operations and proposed an optimized flow using BPMN that aligns with their business needs.
Information architecture
Before implementing changes, we documented the current information architecture. Then we restructured the mobile app's IA to implement a new and improved courier booking and tracking flow.
As is
To be
Updated home screen
We used a design system created by an international team. Nova Post has already initiated updates to several sections of the local app using this system and has plans to extend these updates throughout the entire app.
What I did:
Moved the card barcode to the top for easier user access and to create more space between the card barcode and parcel barcodes.
Reduced the banner size to allocate more screen space for displaying parcels.
Added a list of parcels to the home screen, eliminating the need for users to access the 'My parcels' page. Parcel tracking and creation are common user tasks, so I made this feature more accessible. Additionally, I implemented tab filtering for parcels on the home screen, as in international app.
Introduced a navigation bar that allows users to create local and international parcels. Services, branches, and profile options were relocated to this new navigation bar for a more organized layout.
Home screen (previous)
Home screen (new)
Delivery process tracking flow
We added courier pick-up and delivery details to the parcel tracking information for a clearer and more informative tracking experience.
Courier information in parcel details and booking management
Enhanced the parcel details by including information about the courier, such as the date and time of their arrival, their name, and contact phone number. Users can now manage courier delivery directly in parcel details, providing the flexibility to cancel or change bookings effortlessly.
Team contributions
While I focused on refining the flows presented above in the case study, my team members contributed to other improvements. Specifically, they introduced courier pickup features to enhance both local and international parcel creation flows.
