Indroduction
Pickup and Delivery is a product that aims to enable customer acquisition through Pickcup and loyalty through Deliveries provided with excellence.
The mission is to promote transparency, digitalization and reliability in operations.
Year
2023
Timeline
1 month
Responsabilities
Design and deliver new feature
Research and discovery process
Mapping business goals
Data analysis
High level goals
Send documents in real time to the driver
Offer more comfort, convenience and accessibility for the driver
Optimize documentation and document management
Digitalize the entire operation (reduce paper)
Challenges
Need for constant communication between drivers and the planner via WhatsApp.
Constant delays in deliveries and pickups.
Driver forced to manually check documents when stopped by police.
Extended trips due to manual checking.
Negative impact on the entire logistics chain.
Searching for important and urgent documents takes a long time.
Impacts
Investment
We present the updated feature to the customer and close the sale.
Immediate savings
ROI calculated on the reduction of document printing.
Digitalization of the inspection process
Practicality through QR code and barcode.
Competitive advantage
Faced with competition in complying with new legislation in relation to digital documents.
Logistics chain optimization
Handling by the driver is more practical, and all documentation is optimized by the planner.
Inicital hypothesis
Drivers prefer physical documents (paper) to digital ones.
The cost of printing documents is very high.
Documents are lost during the transfer and travel process.
The planner has pre- and post-travel difficulties with organizing documentation.
The planner has no control over the travel documents.
Handling the physical document impacts travel time
Research
8 drivers (app)
5 planners (web)
13 users from 5 different clients were interviewed.
Validated hypothesis
The cost of printing documents is very high.
The planner has pre- and post-travel difficulties with organizing documentation.
Handling the physical document impacts travel time
Documents are lost during the transfer and travel process.
Discarded hypothesis
Drivers prefer physical documents (paper) to digital ones.
The planner has no control over the travel documents.
Information architecture (app and web)
We prototype the solution based on validating hypothesis and business objectives 🎯
And we deliver the prototypes.
Planner management platform (web)
Driver app
Post-test adjustments (app)
Results
Changing the terminology “DOCUMENTS” to “ATTACH”.
We named the feature “Documents”, but the driver understood that there were only cargo documents (packing list, etc.)
Addition of another category in the TAB BAR called ATTACHMENTS.
The feature was inside the task card (on the home screen). Therefore, the driver had difficulty finding the functionality in the App with the attachments.
Insertion of a modal/notification when a new attachment arrives for the driver with the trip in progress.
The driver pointed out that when the trip started, and a new attachment was added, it would be interesting to have an alert notifying him.
Planner platform (web)
Participants
Planners
Duration
50min
Post-test adjustments (web)
Results
Insertion of extra information in the viewing mode of already attached files.
The planner would like to know who attached the documents and other invoices.
Adding status of the date and time of document inclusion
The planner pointed out that it would be very important to know the date of inclusion of the documents, as this helps with the workflow between them and with logistics.
Handoff
In retrospect
This project highlighted four essential lessons for effective product development.
First, early team involvement saved time and provided valuable insights, while clear communication—async or sync—kept everyone aligned and focused. Second, quick testing proved better than no testing, catching issues early and reducing risks.
Lastly, we learned that simple solutions often deliver the most value, avoiding unnecessary complexity and focusing on user needs.
These principles—collaboration, communication, testing, and simplicity—will guide future projects to build impactful, user-centered products.