Urb-it is a rapidly growing sustainable logistics platform. It provides sustainable last-mile deliveries in urban locations across Europe. They are a B Corporation certified business.
The client’s goal was to replace an old customer portal with a more competitive and flexible solution.
This new MyDelivery portal was going to be a part of a bigger ecosystem of software that was already working and growing. The solution we focused on is facing end-customers.
It had to be unique in the already saturated delivery market and provide a solid user experience.
During the initial conversation, the client said:
“We have a lot of ideas of what should be possible, but we need to take it from ideas to something concrete. We also don't want to reinvent the wheel. If there are good ways of solving things, let's learn from them.”
I developed UX and UI process tailored to the client’s needs.
Specifics regarding the tasks undertaken during the discovery and ideation phase are covered by an NDA. Building upon the outcomes of our research and exploration, I created wireframes for the MVP of new MyDelivery portal.
Wireframes proved to be a quick and cost-effective tool that can surface usability issues and enable technical discussions.
They were particularly helpful in this project because they allowed us to plan what technically and operationally is feasible within our time constraints.
The main, overarching need of Urb-it customers is to know where their parcel is and when it is coming. We made sure all the essential information about the parcel delivery status is easily accessible and understood.
Illustrations help to distinguish between different delivery stages. They are aligned with the established look and feel of the app.
We enabled customers to customize their delivery experience. Based on user priorities we introduced options like leaving a comment for the courier, changing delivery time and method.
We paid attention to adding customer support touch points and creating easy paths to additional information customers might need.
Details of the parcel and the whole history of its journey are easily accessible.
We gather customer feedback and pay attention to simple and honest communication with customers.
Complete redesign of the MyDelivery portal allowed Urb-it to enter more competitive business space. Within weeks, first customers started to manage their delivery.
We’ve created a product focused on providing customers with choice, control and predictability.
I created the UX strategy and carried it out efficiently. It's one of those rare projects where everything just flowed smoothly, without any bigger hiccups. We began with strong alignment and kept up great collaboration throughout, never loosing focus from the business goals.