UPS Driver/Helper mobile App
DHA(Driver Helper App) project was initiated to develop a simplified Mobile Application for a UPS Helper to use when performing package delivery and pickup activities during peak seasons. With the launch of mobile app UPS seasonal drivers/helpers will have a flexible and intuitive experience where they will performing their jobs on Mobile Phone rather than on DIAD in turn it will help reducing the costs drastically.
I played a role of Senior User experience designer with a team of 2 hybrid UX designers.
PROJECT
Project Goals was to develop a 'Driver Help App' where there should be a high ease of use rate and minimal training for a user to get familiar with the application. As it being primarily used by helpers who are hired for a short period and have minimal educational background.
Design brief and requirements
Expected deliverables from UX team was Information Architecture,Wireframes which covers functionality like Login, getting the daily schedule, perform delivery, Pick ups, breaks, timecard activities & Visual designs of all functionalities.
As a first step i started interacting with stakeholders to understand the activities performed within UPS and their target audience. With the help of BRD i was able to gain more insights as to what the expectations were. It was inferred that they were trying to digitalize the the devices which is currently used by all drivers key reasons were
For temporarily hired workers spending huge amount on devices was in effective which has high maintenance costs as well.
Operating DIAD is a skill which requires decent amount of time to learn.
USER RESEARCH
Heuristic analysis on DIAD (Existing hand held Device)
i tried to spend some time on DIAD understanding the exploring its capabilities and how the day to day task are being addressed. To be frankly speaking DIAD is a skill, hat’s off to all the drives who have mastered it.
Field Study
After getting equipped with all this information headed out for field study spending a day a with driver on job to understand their perception about DHA app and get the feedback how do they think it will benefit the helpers, had prepared a set of survey questionnaire which i intend to collect responses
FINDINGS
- Main tasks was to keep track of packages and ensure that SLA are not missed but there no alert messages.
- Design on devices is not user friendly as it requires to press same buttons multiple times to perform a task.
- All the options are available on screen its driver discretion to pick a correct one.
- Forced to go back to home screen very often.
Field study Questionnaire
- What are the issues you faced before the app was proposed?
- Describe the top to toe procedure in delivering package?
- Share some pain points and motivational key elements?
- Which important feature do you want in our app inevitably?
- Which electronic device are you most comfortable with?
- How will the vigorous use of the app impact you?
- What are the other essential features you want in our app?
- What are the package informations known to the one delivering the package?
- How do you keep track of the time constraint without an app?
- How do you want the app look and feel to be?
- What are the features you are apprehensive about in the app?
- How do you keep track of the packages now?
- How are the packages sorted?
- What are the general problems you face during package sorting and delivering them?
- How do you maintain the time for package delivery?
- Share both good and bad experience while working with a helper.
VISION
Keeping findings in mind, we focused on Improving the ordering/ reordering process super easy and also create a brand awareness
BRAIN STORMING
As a part of this task i was involved in ding brain storming with product owners, designers, developers and get a signoff on design concepts.
Information Architecture
Task flows
After conducting research with real users got more insights, After understand the different paths which user will be flowing through created workflows and verified it with Stakeholders and technical Architects of the UPS team and got a sign off before moving to wireframes.
TASK FLOWS
Before diving into wireframes i have completed task flows for complete application, there were two major one for helper and driver. Due to confidential Info showing only minimum information
Delivery activity workflow
Wireframes / Visual DESIGN
After through research and signoffs on workflows with great confidence moved ahead with creating of high level wireframes, i have conceptualized the screens and shared it offshore UX team. Reviewed it with client made sure that we all were on same page, later went ahead with low fidelity wireframes there was constant interaction and presentations with key stakeholders and their expertise led us to adopt some of the feedback provided by the team.
I have adopted the existing style guide from the team and started working on the visual design. one of the key aspect to consider in this visual design is the screen should be visible at any point of time eg: bright sunlight and low night light Here are some of the examples of wireframes / visual design
USABILITY TESTING / PRototype
I have developed a prototype using Invision and rendered the prototype in phone and did a usability testing which was very widely accepted and feedback was shared with UPS core team to take further action in upcoming phases of development of the project.
Results
Once this app has developed i moved out of this project so i didn't get a chance to track back the results. UPS has planned not to provide any training to part time workers who will be helping the main staff but let them use the app for all the shipping activities.