Espoirer Mobile App Design

Streamline and optimize the logistics management system for Espoirer.

Project overview

Espoirer is a logistics company that leverages automation and digitalization to enhance the delivery process. This project is a 0 to 1 delivery app design on the driver end. And our team contributed to the design of the delivery package list view and map view interfaces.

Project Outcome

The successful implementation of this app has led to a significant increase in delivery rates from 92% to 97%, and has more than doubled Espoirer's order volume, marking a substantial and positive impact on the company's overall business performance.

Problem Statement

To streamline and optimize the logistics management system in order to:
  1. Enhance driver efficiency by ensuring accurate and timely deliveries to the correct addresses.
  2. Facilitate organized and trackable delivery management for drivers.
  3. Reduce error rates to improve overall business performance.
  4. Integrate information seamlessly with the admin interface for system-wide integrity and traceability.

Design Challenges

  • Unclear information hierarchy
  • Target for experienced drivers
  • Adapt for localization

Main Design Solutions

  • Provide clear information hierarchy
  • Provide Personalize Delivery Habits & Weaken Repetitive Required Delivery Information
  • Special formatting of Japanese addresses, distinct from English & Avoid phone call during delivery process ones

Information

Type
Product Design
Platform
iOS and Android
My Role
Design Lead in Profession Project
Design Methods
Contextual Inquiry | Task Analysis | Participatory Design | Card Sorting | Cognitive Walkthrough | MVP (Minimum Viable Product) Planning | Iterative Design

Final Design

Research

01 User Persona

After conducted 8 interviews with the local drivers, we created a user persona to keep the user needs in mind.

02 User Journey

Since it is a 0-1 design, we create a journey map after contextual inquiry to meet the localized requirements. In the user journey map, each stop offered a glimpse into the challenges that couriers like Hiroshi faced, drawing a path that demanded a new blueprint for efficiency and satisfaction.

03 Summary of Pain points

Planning
Couriers encounter difficulties in filtering and sorting delivery information, and overwhelmed with various delivery statuses
Navigation
Couriers' local knowledge clashes with app-generated route plans
DeliveryInfo
Couriers struggle to quickly locate important delivery information due to a cluttered and disorganized dashboard layout.
Localization
The app's design and user experience do not align with cultural norms and aesthetics, leading to a disconnect with Japanese users.

04 Competitive Analysis

We analyzed the best courier apps in the U.S. and in Japan. Combine the special needs in the Japanese market, got instructional insights and opportunities.

And through the competitive research, we summarized insights👇

Planning

Track or show order delivery status by different filters
Provide map integration

Navigation

Allow driver to customize the routes
Balance experienced and new drivers

Delivery

Simplify user flow
Provide real-time updated & recipients notification

Localization

Able to track or show order delivery status by different filters
Provide map integration

05 User Flow Redesign

01 Whole Flow

Based on the research findings, we created a 102 step complete user flow.

02 Plan Part

03 Delivery Part

Design process

We defined four main design challenges, with the HMWs

01 Information Display

02 Intricate logical Relationships

How might we design a List View seamlessly facilitates delivery completion for couriers？

Especially considering the intricate logical relationships between recipients and packages

  • Different buildings within the same area
  • Different rooms within the same building
  • Different recipients within the same room
  • Multiple packages for the same recipient

03 Iteration on Cards

Final Design

04 Iteration on List View

Final Design

01 Iteration on Map View

02 Iteration on Map view - Information Card

03 Iteration on Map view - Selection

Final Design

01 Personalize Delivery Habits

Optionalize Navigation Function

01 Special formatting of Japanese addresses

02 Font Choice to balance multiple languages

Design System

Post Project

Next Steps
  • According to the performance data obtained from user testing by Expoirer, further improve the user experience .
Takeaways
  • The internal business logic of 2B products is very complex, and there are many intersection points. It is a big challenge to ensure that the data the process is correct. e.g. When scanning before delivery, if the driver scans several packages in a certain range in advance, so the location is inaccurate and the error would be reported, should the error be judged after the delivery method or give the driver the authority to manually override the error report?
  • To design and develop a product from 0-1, different groups are responsible for different feature sets, and the synchronous design needs to consider the smooth flow of connection with feature sets of other groups.