Context
E-commerce businesses experienced rapid growth especially during the lockdown, most goods were purchased online. Consequently, this led to an increased demand for reliable and affordable delivery solutions.
The Problem
Existing bike hailing platforms mostly provide customers with access to send and receive goods only, lacking features that satisfy the business needs.
The Objective
Research and design a mobile application for SMEs to access on-demand affordable logistics and delivery service.
My Role
This was a solo project. I guided the research and implemented the design while working with the client’s internal team.
research
After studying existing solutons in line with the business need, I developed a set of questions
for
research to help get better insights into the problem and the user base perspectives. I
organised
interviews with some of the target audience to establish their pain points and needs and went in
with a few assumptions that I was willing to validate or disapprove based on the outcomes from
the
research.
Some of my assumptions include:
Business would like to own bikes
Businesses would prefer to hire bikes for a full day over owning them.
Key Insights
- 70% of businesses make up to 3 deliveries per day.
- 90% of respondents make up to 11 deliveries per day.
- 7 in 10 businesses are willing to hire a delivery service.
- Ability to track deliveries was the topmost request.
- The peak delivery period is between 11am - 2pm.
- Insight from point one and two helped peg the average daily delivery at 15.
User stories were developed from the insights gathered for
product
feature development.
As a user:
- I want to be able to track my deliveries
- I want to be able to deliver all my deliveries in batches.
- I want a customer list to enable me create customer profile to reuse at any time.
- I want a wallet so that I can track and manage my delivery expenses.
- I want to be able to monitor delivery updates and get estimated delivery time.
- I want to be able to share delivery locations with my customers so that they can track their delivery.
* We decided to accomodate individual deliveries beyond businesses to enable us acquire a wider market share while we primarily cater for SMEs.
Visual Design
Defining Visual Identity and Style Guide
App walkthroughs
Onboarding & Menu
The app would collect only the important information at onboarding. The user would be
prompted
to add location in the app and before making any order.
The Menu prioritizes primary actions and provides a brief overview of deliveries and
wallet
balance to keep the business aware of current balance.
Onboarding & Menu
The app would collect only the important information at onboarding. The user would
be
prompted
to add location in the app and before making any order.
The Menu prioritizes primary actions and provides a brief overview of
deliveries and
wallet
balance to keep the business aware of current balance.
Homepage
Businesses can take quick actions such as making a single or multiple deliveries (hire a
bike).
The hire feature allows businesses make batch deliveries at once without multiple entries up
to
15 deliveries.
The bike hired would be dedicated to only their deliveries. The app would be integrated to a
map
API which would suggest order of deliveries to the business and rider based on optimum
route.
Homepage
Businesses can take quick actions such as making a single or multiple deliveries (hire a
bike).
The hire feature allows businesses make batch deliveries at once without multiple
entries up
to
15 deliveries.
The bike hired would be dedicated to only their deliveries. The app would be integrated
to a
map
API which would suggest order of deliveries to the business and rider based on optimum
route.
Request Delivery
This enables a quick time-to-value for this user. On lannding, they’re able immediately
make
a
quick order or hire a bike for batch deliveries.
Businesses can track orders all orders or specific customer orders via delivery history page.
Request Delivery
This enables a quick time-to-value for this user. On lannding, they’re able immediately make
a
quick order or hire a bike for batch deliveries.
Businesses can track orders all orders or specific customer orders via delivery history page.
Contacts
This a directory for the businesses to create their customers. It would enable them organise
and
track orders and save time on next delivery by selecting the contact.
Deliveries for every customer can be tracked. For example, a business can track how much delivery it has made to another business and understand their behaviour over time.
Contacts
This a directory for the businesses to create their customers. It would enable them
organise
and
track orders and save time on next delivery by selecting the contact.
Deliveries for every customer can be tracked. For example, a business can track how much delivery it has made to another business and understand their behaviour over time.
Track Order
Deliveries can be tracked in real time at every defined stop.
Wallet
Businesses do not have to worry about running out of cash or card error with the wallet
feature.
They can fund their wallet ahead for subsequent use.
Track Order
Deliveries can be tracked in real time at every defined stop.
Wallet
Businesses do not have to worry about running out of cash or card error with the wallet
feature.
They can fund their wallet ahead for subsequent use.
Rider App
Rider testing is done offline to ascertain authenticity and their ability to execute daily
task.
Upon approval, they are onboarded from the admin dashboard and are sent log in token.`
Riders can go offline or online based on their availabity. Hired riders are unavailable until all deliveries are fulfilled.
Rider App
Rider testing is done offline to ascertain authenticity and their ability to execute
daily
task.
Upon approval, they are onboarded from the admin dashboard and are sent log in token.`
Riders can go offline or online based on their availabity. Hired riders are unavailable until all deliveries are fulfilled.
Admin Dashboard
The admin side would enable access to track all deliveries, onboard new riders, generate ID
and
view important metrics across all operations to make informed decision.
Lessons learnt
- My initial assumption was to have businesses use the bike for an entire day with a postpaid billing
system based on their distance and number of deliveries. However I quickly learned that this would
either be a loss to the customers or Wiggo as the billing would be inaccurate.
- Ability to track deliveries presents transparency; a core value for both businesses and their customers that improves clear communication.