Delivery Management Web App

B2B E-Commerce Firm Optimize Its Delivery Operations With This Delivery Management Software

Project description

Our customer is a leading B2B commerce player specializing in e-commerce for local grocery stores. The firm delivers groceries to local stores from warehouses. It deals with multiple stakeholders in the process: the relationship manager, warehouse manager, driver, and beat manager.

Challenge

The company was looking for a system to manage its relationship managers and orchestrate deliveries. It relied on a manual process to onboard grocery stores, which involved a lot of paperwork. They were looking to digitize customer onboarding and reduce paperwork.
The retail tech company delivers groceries to retailers in different cities from multiple warehouses.
It needed a way to plan and schedule vehicle requirements based on daily deliveries. Transparency and visibility in daily operations were also crucial.

User Research

To begin the UX Design process, we conducted user research by interviewing stakeholders at the firm, including Relationship Managers, Warehouse Managers, Delivery Agents, and Retailers. We also analyzed data to understand the current delivery process, pain points, and customer expectations.

Relationship Managers (RMs): Understood how RMs currently manage their schedules, the challenges they face in onboarding merchants, and their experience with the existing manual processes. Gathered insights on what features would enhance their efficiency, such as mobile access to schedules and order management.

Warehouse Managers: Explored their requirements for visibility into deliveries, the importance of real-time data, and their challenges in managing inventory and coordinating deliveries. How they currently track orders and what improvements they would like to see in the dashboard.
Drivers: Assessed their needs related to route planning, order management, and communication with RMs and warehouse managers. Identified any difficulties they encounter with order changes and cancellations.
Retailers: Collected feedback from grocery store owners on their experience with the ordering process, the importance of timely deliveries, and how they prefer to interact with RMs.

The Process

Manual Onboarding Process:

The reliance on paperwork for onboarding grocery stores was inefficient and time-consuming, leading to delays and potential errors.

Lack of Real-Time Visibility:

There was insufficient visibility into the operations of relationship managers and the status of deliveries, making it difficult to manage and optimize the delivery process effectively.

Complex Delivery Management:

Coordinating deliveries from multiple warehouses to various retailers across different cities required a sophisticated scheduling system to manage vehicle requirements and routes efficiently.

Order Changes and Cancellations:

The existing system did not handle order modifications dynamically, leading to complications in delivery management and inventory control.

Communication Gaps:

Ineffective communication between RMs, warehouse managers, drivers, and retailers hindered the overall efficiency of the delivery process.

The Process

Research and Analysis

Stakeholder Interviews: Conducted interviews with relationship managers, warehouse managers, drivers, and retailers to identify pain points and gather insights on their workflows. For instance, RMs expressed frustration with the manual onboarding process, while warehouse managers highlighted the lack of real-time visibility into deliveries.
Competitive Analysis: Reviewed existing delivery management solutions to understand industry best practices and features that could enhance user experience. This analysis provided benchmarks
for functionality and usability.
Data Analysis: Examined existing operational data to identify inefficiencies, such as average delivery times, order cancellation rates, and common reasons for order changes, which informed design priorities.

Ideation and Concept Development

Brainstorming Sessions: Facilitated workshops with cross-functional teams to generate ideas for features that address identified challenges. Ideas included a digital onboarding system, a dynamic scheduling algorithm, and a comprehensive delivery dashboard.

Concept Sketching: Created low-fidelity sketches of potential features and user interfaces based on brainstorming outcomes. These sketches visually represented concepts for the onboarding process and the delivery dashboard.
Feature Prioritization: Utilized a prioritization matrix to evaluate features based on user needs, business goals, and technical feasibility. This helped focus development on high-impact features that would deliver the most value

Information Architecture, user journeys

User Journey Mapping: Developed detailed user journey maps for each stakeholder, highlighting touchpoints, pain points, and opportunities for improvement. For example, the journey for RMs included steps from onboarding to order collection and delivery tracking.

Information Architecture: Created an information architecture diagram to organize content and features logically. This ensured easy navigation and accessibility of information within the Sales and Delivery applications.
User Flows: Mapped out user flows for key tasks, such as onboarding a new merchant and processing an order. This clarified the steps users would take and the decisions they would need to make at each stage.

Wireframing and Prototyping

Developed interactive prototypes using a prototyping tool, incorporating the wireframe designs.
Tested the prototypes with store managers, delivery agents, and customers to gather feedback on usability and functionality.
Refined the prototypes based on the feedback, making necessary adjustments to the design.

User Testing and Iteration

Usability Testing: Conducted usability testing sessions with real users from each stakeholder group. Participants completed tasks such as onboarding a new merchant and managing order changes while verbalizing their thoughts.

Feedback Collection: Gathered qualitative feedback and quantitative metrics (e.g., task completion rates, time on task) during testing sessions. Identified areas of confusion and frustration, such as unclear navigation or complicated order modification processes.
Iteration: Analyzed user feedback and iterated on the design. Made adjustments to improve usability, such as simplifying the onboarding process and enhancing the delivery dashboard’s visibility features.
Final Validation: Conducted a second round of user testing with updated prototypes to validate changes and ensure that user needs were met before the final product launch.

Information Architecture

The key objectives are to:
Centralize and Streamline Operations, Optimize Delivery Efficiency, Enhance Customer Experience

User Management

User profiles for store managers, delivery agents and customers Roles and permissions management, onboarding and training resources

Grid Management

Mapping of store locations and delivery zones, Optimization of delivery routes and assignment of orders, Integration with third-party logistics providers for real-time tracking and ETAs

Task Management

Real-time or daily order management, Order assignment and dispatching to delivery agents, Delivery status tracking and customer communication, Delivery agent performance monitoring and feedback

Solution

Highlight 1
Manage your bookings easily with built-in booking widget.
Highlight 2
Show the best parts of your locations with style.
Highlight 3
Manage your bookings easily with built-in booking widget.
Highlight 4
Show the best parts of your locations with style.
Highlight 1
Manage your bookings easily with built-in booking widget.
Highlight 2
Show the best parts of your locations with style.
Highlight 3
Manage your bookings easily with built-in booking widget.
Highlight 4
Show the best parts of your locations with style.
Highlight 1
Manage your bookings easily with built-in booking widget.
Highlight 2
Show the best parts of your locations with style.
Highlight 3
Manage your bookings easily with built-in booking widget.
Highlight 4
Show the best parts of your locations with style.
Highlight 1
Manage your bookings easily with built-in booking widget.
Highlight 2
Show the best parts of your locations with style.
Highlight 3
Manage your bookings easily with built-in booking widget.
Highlight 4
Show the best parts of your locations with style.

Automated Order to Delivery Process
Developed a centralized order management system that can seamlessly integrate with various sales channels (e.g., ecommerce platform, mobile app, in-store POS).
Implemented automated order ingestion and validation to ensure accurate order details, including item information, delivery addresses, and customer contact details.
Leverage robotic process automation (RPA) to streamline back-office tasks, such as inventory check, order allocation, and customer communication.
Integrated the order management system with the warehouse and fulfill operations to automate order picking, packing, and staging for delivery.
Intelligent Dispatch and Routing System
Developed a dynamic dispatch and routing system that can plan and optimize delivery schedules and routes based on real-time data.
Utilized advanced algorithms and AI-powered route optimization to factor in multiple variables, such as:
Traffic conditions and road closures
Vehicle locations and available capacity
Order volume, weight, and size
Customer delivery time windows
Fleet availability and driver schedules
Continuously monitor and update the delivery plans in real-time to respond to changes, such as unexpected delays or new orders.
Provided delivery agents with turn-by-turn navigation and automated route updates via a mobile app.
Re-organized Plans Based on Changing Conditions
Implemented a robust, rule-based decision engine that can automatically re-optimize delivery plans based on changing conditions.
Integrated with various data sources, such as traffic APIs, weather forecasts, and fleet management systems, to constantly monitor and assess the impact of external factors.
with a user-friendly interface to manually intervene and make informed decisions when necessary such as adjust delivery schedules, route assignments, and vehicle allocations to maintain efficiency and on-time performance.
Ensure seamless communication and collaboration between the dispatch, fulfillment, and delivery teams to facilitate quick response to plan changes.
Collaborative Fleet Management
Created a shared platform that brings together drivers, fleet managers, and logistics coordinators on a single interface.
Enabled seamless communication, task assignments, and status updates to foster collaboration and transparency.
Implemented features like chat, task management, and document sharing to streamline coordination and improve overall efficiency.
Implement a robust notification system to alert users of critical events, such as vehicle breakdowns, driver violations, or maintenance requirements.
Dynamic Slot Management
Developed a powerful engine that can dynamically allocate and manage delivery slots based on real-time demand, supply, and operational constraints.
Empower customers with a seamless and transparent slot booking experience, offering real-time slot availability, clear delivery estimates, and the ability to track their orders.
Offer customers the ability to reschedule or modify their delivery slots easily, without incurring additional fees or penalties.
Continuously optimize delivery routes and schedules to minimize travel time, fuel consumption, and operational costs, while ensuring timely and reliable deliveries.
Optimized delivery routes, adjust schedules, and provide flexible options for customers will significantly contribute to improving FADR (First Attempt Delivery Rate).
Automated Order to Delivery Process
Developed a centralized order management system that can seamlessly integrate with various sales channels (e.g., ecommerce platform, mobile app, in-store POS).
Implemented automated order ingestion and validation to ensure accurate order details, including item information, delivery addresses, and customer contact details.
Leverage robotic process automation (RPA) to streamline back-office tasks, such as inventory check, order allocation, and customer communication.
Integrated the order management system with the warehouse and fulfill operations to automate order picking, packing, and staging for delivery.
Intelligent Dispatch and Routing System
Developed a dynamic dispatch and routing system that can plan and optimize delivery schedules and routes based on real-time data.
Utilized advanced algorithms and AI-powered route optimization to factor in multiple variables, such as:
Traffic conditions and road closures
Vehicle locations and available capacity
Order volume, weight, and size
Customer delivery time windows
Fleet availability and driver schedules
Continuously monitor and update the delivery plans in real-time to respond to changes, such as unexpected delays or new orders.
Provided delivery agents with turn-by-turn navigation and automated route updates via a mobile app.
Re-organized Plans Based on Changing Conditions
Implemented a robust, rule-based decision engine that can automatically re-optimize delivery plans based on changing conditions.
Integrated with various data sources, such as traffic APIs, weather forecasts, and fleet management systems, to constantly monitor and assess the impact of external factors.
with a user-friendly interface to manually intervene and make informed decisions when necessary such as adjust delivery schedules, route assignments, and vehicle allocations to maintain efficiency and on-time performance.
Ensure seamless communication and collaboration between the dispatch, fulfillment, and delivery teams to facilitate quick response to plan changes.
Collaborative Fleet Management
Created a shared platform that brings together drivers, fleet managers, and logistics coordinators on a single interface.
Enabled seamless communication, task assignments, and status updates to foster collaboration and transparency.
Implemented features like chat, task management, and document sharing to streamline coordination and improve overall efficiency.
Implement a robust notification system to alert users of critical events, such as vehicle breakdowns, driver violations, or maintenance requirements.
Dynamic Slot Management
Developed a powerful engine that can dynamically allocate and manage delivery slots based on real-time demand, supply, and operational constraints.
Empower customers with a seamless and transparent slot booking experience, offering real-time slot availability, clear delivery estimates, and the ability to track their orders.
Offer customers the ability to reschedule or modify their delivery slots easily, without incurring additional fees or penalties.
Continuously optimize delivery routes and schedules to minimize travel time, fuel consumption, and operational costs, while ensuring timely and reliable deliveries.
Optimized delivery routes, adjust schedules, and provide flexible options for customers will significantly contribute to improving FADR (First Attempt Delivery Rate).
Automated Order to Delivery Process
Developed a centralized order management system that can seamlessly integrate with various sales channels (e.g., ecommerce platform, mobile app, in-store POS).
Implemented automated order ingestion and validation to ensure accurate order details, including item information, delivery addresses, and customer contact details.
Leverage robotic process automation (RPA) to streamline back-office tasks, such as inventory check, order allocation, and customer communication.
Integrated the order management system with the warehouse and fulfill operations to automate order picking, packing, and staging for delivery.
Intelligent Dispatch and Routing System
Developed a dynamic dispatch and routing system that can plan and optimize delivery schedules and routes based on real-time data.
Utilized advanced algorithms and AI-powered route optimization to factor in multiple variables, such as:
Traffic conditions and road closures
Vehicle locations and available capacity
Order volume, weight, and size
Customer delivery time windows
Fleet availability and driver schedules
Continuously monitor and update the delivery plans in real-time to respond to changes, such as unexpected delays or new orders.
Provided delivery agents with turn-by-turn navigation and automated route updates via a mobile app.
Re-organized Plans Based on Changing Conditions
Implemented a robust, rule-based decision engine that can automatically re-optimize delivery plans based on changing conditions.
Integrated with various data sources, such as traffic APIs, weather forecasts, and fleet management systems, to constantly monitor and assess the impact of external factors.
with a user-friendly interface to manually intervene and make informed decisions when necessary such as adjust delivery schedules, route assignments, and vehicle allocations to maintain efficiency and on-time performance.
Ensure seamless communication and collaboration between the dispatch, fulfillment, and delivery teams to facilitate quick response to plan changes.
Collaborative Fleet Management
Created a shared platform that brings together drivers, fleet managers, and logistics coordinators on a single interface.
Enabled seamless communication, task assignments, and status updates to foster collaboration and transparency.
Implemented features like chat, task management, and document sharing to streamline coordination and improve overall efficiency.
Implement a robust notification system to alert users of critical events, such as vehicle breakdowns, driver violations, or maintenance requirements.
Dynamic Slot Management
Developed a powerful engine that can dynamically allocate and manage delivery slots based on real-time demand, supply, and operational constraints.
Empower customers with a seamless and transparent slot booking experience, offering real-time slot availability, clear delivery estimates, and the ability to track their orders.
Offer customers the ability to reschedule or modify their delivery slots easily, without incurring additional fees or penalties.
Continuously optimize delivery routes and schedules to minimize travel time, fuel consumption, and operational costs, while ensuring timely and reliable deliveries.
Optimized delivery routes, adjust schedules, and provide flexible options for customers will significantly contribute to improving FADR (First Attempt Delivery Rate).
Automated Order to Delivery Process
Developed a centralized order management system that can seamlessly integrate with various sales channels (e.g., ecommerce platform, mobile app, in-store POS).
Implemented automated order ingestion and validation to ensure accurate order details, including item information, delivery addresses, and customer contact details.
Leverage robotic process automation (RPA) to streamline back-office tasks, such as inventory check, order allocation, and customer communication.
Integrated the order management system with the warehouse and fulfill operations to automate order picking, packing, and staging for delivery.
Intelligent Dispatch and Routing System
Developed a dynamic dispatch and routing system that can plan and optimize delivery schedules and routes based on real-time data.
Utilized advanced algorithms and AI-powered route optimization to factor in multiple variables, such as:
Traffic conditions and road closures
Vehicle locations and available capacity
Order volume, weight, and size
Customer delivery time windows
Fleet availability and driver schedules
Continuously monitor and update the delivery plans in real-time to respond to changes, such as unexpected delays or new orders.
Provided delivery agents with turn-by-turn navigation and automated route updates via a mobile app.
Re-organized Plans Based on Changing Conditions
Implemented a robust, rule-based decision engine that can automatically re-optimize delivery plans based on changing conditions.
Integrated with various data sources, such as traffic APIs, weather forecasts, and fleet management systems, to constantly monitor and assess the impact of external factors.
with a user-friendly interface to manually intervene and make informed decisions when necessary such as adjust delivery schedules, route assignments, and vehicle allocations to maintain efficiency and on-time performance.
Ensure seamless communication and collaboration between the dispatch, fulfillment, and delivery teams to facilitate quick response to plan changes.
Collaborative Fleet Management
Created a shared platform that brings together drivers, fleet managers, and logistics coordinators on a single interface.
Enabled seamless communication, task assignments, and status updates to foster collaboration and transparency.
Implemented features like chat, task management, and document sharing to streamline coordination and improve overall efficiency.
Implement a robust notification system to alert users of critical events, such as vehicle breakdowns, driver violations, or maintenance requirements.
Dynamic Slot Management
Developed a powerful engine that can dynamically allocate and manage delivery slots based on real-time demand, supply, and operational constraints.
Empower customers with a seamless and transparent slot booking experience, offering real-time slot availability, clear delivery estimates, and the ability to track their orders.
Offer customers the ability to reschedule or modify their delivery slots easily, without incurring additional fees or penalties.
Continuously optimize delivery routes and schedules to minimize travel time, fuel consumption, and operational costs, while ensuring timely and reliable deliveries.
Optimized delivery routes, adjust schedules, and provide flexible options for customers will significantly contribute to improving FADR (First Attempt Delivery Rate).