PICKUP Delivery Pro App Case Study

Background

The TaskList Implementation of Order Run Steps I implemented on foundational change to the PICKUP Delivery Pro App.

Problems laid out by business

• Many features were planned for the next 2 years

  • Two person order support

    • Primary/Driver + Secondary/Helper

  • Return Orders

  • Assembly Orders

• App could not support these new features in the current state

  • Could only support one order that we only set one specific way

• “Build First, Test Later’ mentality was at the core of product development at the time

  • No foundation for UX was established

Research

• User Research

  • 30 min user interviews over zoom

  • 6 participants

  • Contextual Inquiries

    • Going on orders with the GGs

    • Followed by interview

  • Insights used for personas that came at a later time

• Competitive Analysis

  • Direct:

    • Dolly

    • GoShare

    • LoadUp

    • Shipt

  • Indirect:

    • AmazonFlex

    • DoorDash

    • Instacart

  • Competitor App Breakdowns

  • Interviews with users

• UX Audit

  • A full breakdown of the style guide with GitLab

  • Documentation of elements and components

Key Findings

• User Research

  • Navigating through the app was a nightmare

  • GGs would lose track of where they were in the order process

  • Outdated aesthetic

  • Text size, color, and icons were hard for users with disabilities to see

• Competitive Analysis

  • Apps had much more simplified and modern approaches to how they handled orders

  • Orders could be handled on one singular screen for easier navigation of order steps.

• UX Audit

  • No consistency whatsoever

  • Different devs/product managers incorporated their own style and approach

  • Each page contains different styles that were not used on other pages

Objectives

1. Simplify and modernize the order run progress for a more intuitive and easier experience for the GGs

2. Establish a foundational page for order management that can be expanded and built upon

3. Establish a new style guide for the app that prioritized consistency and met WCAG level 2 at a minimum

Sketches

User Flow

Lo-Fi Wireframe Proposal

Style Guide Foundation

Mockup - First Round

1st Prototype

Prototype Feedback

Usability Testing with GGs

• Very Positive Reception

• Tasklist apporach made it clear and understandable where they were in the order and what was left

• Cleared step button, though easy to read and see, could be more noticeable

Engineer Feedback

• Tasklist approach could be doable on the app

• Buttons would be a harder solution to implement on the individual step screens

• Scrapped changes to the step pages as a whole

• Scrapped details in top nav change as well

Mockup - Round 2

Mockup - Final Round

Shift to the Development Phase

Conclusion

Results

• Increase in NPS and overall ratings from DPs

• No significant KPI changes

• Returns orders were able to be successfully added to the app

• Greatly helped secure the partnership deal with Walmart

My Takeaways

• Constant communication between engineers, users and business stakeholders is critical

• Accessibility should be top priority from the very beginning

• Not to rush the Think phase

• Spend more time defining

• Don’t jump right to sketches after conducting research