Buddy
Buddy is a native delivery app that helps carriers deliver products to consumers. The app provides an overview of delivery products, offers navigation assistance to delivery addresses, and enables carriers to acknowledge deliveries. The primary users are carriers and distribution leaders (A manager to carriers within a hub).
History
This project aims to modernize the current web delivery tool. Previously, carriers had to register deliveries in a notebook manually. Over time, the delivery process has rapidly changed, resulting in increased parcel volumes and reduced paperwork due to digitalization. Therefore, a new approach to distributing products is required to meet these challenges and capitalize on the benefits of digitalization.
Challenge
The goal with Buddy is to enhance the user experience and improve the carriers’ workflow efficiency across countries, with a particular focus on the Nordic region. The application incorporates most of the functionalities of the web delivery tool while adapting seamlessly to the current workflow.
The process involves collaboration with several customers in Norway, Sweden, and Finland, each with unique delivery practices. Some of the customers are Helthjem, Morgenlevering, and Schibsted distribution companies. This transition presents a complex and significant challenge as customers gradually adopt the application over time.
Team
I work closely with a product manager, a product owner, and developers, following the principle of the Scrum framework to ensure efficient development and high-quality outcomes for the product.
Process
I joined the team following the initial ideas proposed by a consulting firm. Building on their insights, I began on a journey to develop my understanding of the project by visiting hubs (A pickup place for deliveries where carriers and distribution leaders work), terminals (where products are packed, sorted, and deposited), and customer service centers (where customer consultants work) across Norway to observe how the different user groups work. Additionally, I interviewed different stakeholders such as carriers, distribution leaders, and regional leaders from various regions in Norway, Sweden, and Finland to understand their needs and gain insight into their experiences with the web delivery tool and Buddy.
I initiated the prototyping process through valuable insights and carried out continuous user testing. This approach allowed us to involve the carriers in the design process, fostering a sense of ownership and ensuring the development of a user-friendly design.
Some other methodologies I have used during the design process to map insights and better understand user preferences and needs are: observation, user surveys, stakeholder mapping, user pattern mapping, user journey mapping, and product workflow mapping.
Result
