Stuart Delivery 2024
Stuart Delivery 2024
Stuart Delivery 2024
Improving real-time delivery tracking operations
Improving real-time delivery tracking operations
Stuart operates on a B2B white-label model, providing delivery services that integrate seamlessly with their clients. This project shares the steps through selecting, designing and setting real-time notifications on clients' ongoing deliveries according to their needs.
Stuart operates on a B2B white-label model, providing delivery services that integrate seamlessly with their clients. This project shares the steps through selecting, designing and setting real-time notifications on clients' ongoing deliveries according to their needs.
relevance
relevance
This has been a long-standing concern from clients who depend on the dashboard for delivery monitoring and is a key reason behind the high volume of customer support contacts.
This has been a long-standing concern from clients who depend on the dashboard for delivery monitoring and is a key reason behind the high volume of customer support contacts.
Unnoticed Issues: When issues are not promptly identified by our clients, it leads to a negative impact on their customer satisfaction and disrupts their warehouse operations, which can increase the risk of our clients dissatisfaction and potential churn.
Successful Deliveries: A smooth, successful delivery enables clients to proceed without disruptions, allowing them to focus on their upcoming tasks and maintain positive engagement.
Unnoticed Issues: When issues are not promptly identified by our clients, it leads to a negative impact on their customer satisfaction and disrupts their warehouse operations, which can increase the risk of our clients dissatisfaction and potential churn.
Successful Deliveries: A smooth, successful delivery enables clients to proceed without disruptions, allowing them to focus on their upcoming tasks and maintain positive engagement.
Goal
Goal
Goal
This project focused on improving communication and resolution speed by implementing a notification system designed to reduce support contact rates and enhance client transparency.
This project focused on improving communication and resolution speed by implementing a notification system designed to reduce support contact rates and enhance client transparency.
This project focused on improving communication and resolution speed by implementing a notification system designed to reduce support contact rates and enhance client transparency.
work space configuration
work space configuration
Our clients work in all kinds of places — restaurants, warehouses, markets, headquarters — where multitasking is often a necessity. They are frequently unable to monitor dashboards or notifications closely, so it's important to consider the following use cases:
Our clients work in all kinds of places — restaurants, warehouses, markets, headquarters — where multitasking is often a necessity. They are frequently unable to monitor dashboards or notifications closely, so it's important to consider the following use cases:
Quick reaction
Quick reaction
Timely updates allow clients to adjust and rearrange tasks, improving efficiency and ensuring smooth operations.
Timely updates allow clients to adjust and rearrange tasks, improving efficiency and ensuring smooth operations.
Sound assistance
Sound assistance
Clear sound cues reduce cognitive load, helping staff identify issues quickly and focus on tasks without constant dashboard checks.
Clear sound cues reduce cognitive load, helping staff identify issues quickly and focus on tasks without constant dashboard checks.
Noisy workspace
Noisy workspace
In noisy environments like kitchens, visible alerts integrated into devices help employees notice notifications and alerts.
In noisy environments like kitchens, visible alerts integrated into devices help employees notice notifications and alerts.
events definition
events definition
We created a fake door experiment with a notification settings page to see which of the ongoing events were most relevant to them. With the results in mind, we combined it with the resources we had available and time to develop and we established the MVP with the following:
We created a fake door experiment with a notification settings page to see which of the ongoing events were most relevant to them. With the results in mind, we combined it with the resources we had available and time to develop and we established the MVP with the following:
1.
Successfully delivered
Successfully delivered
When the courier validates the drop-off of the order to your customer
2.
Cancelled delivery
Cancelled delivery
When a delivery is manually cancelled by Stuart
3.
Courier late to pick up
Courier late to pick up
When the courier is more than 5 minutes late to pick-up compared to the ETA we shared when they accepted the order
design pieces
design pieces
I designed the notification snippets UI and behaviours, implementing those first to gather initial feedback and then follow up with iterations and the design of the notifications settings to foster a learning and fast-paced environment.
I designed the notification snippets UI and behaviours, implementing those first to gather initial feedback and then follow up with iterations and the design of the notifications settings to foster a learning and fast-paced environment.
Don't miss it!
Don't miss it!
Mandatory manual dismissal so clients can catch up later if they're not monitoring the dashboard at that moment or the environment is noisy.
Mandatory manual dismissal so clients can catch up later if they're not monitoring the dashboard at that moment or the environment is noisy.
Sounds on!
Sounds on!
Two distinct sounds: one for neutral events and another for issues, helping users quickly identify notifications without visual support.
Two distinct sounds: one for neutral events and another for issues, helping users quickly identify notifications without visual support.
Sounds on! 🔊
Sounds on! 🔊
Sounds on! 🔊
Turn your volume up to listen to the notifications.
Turn your volume up to listen to the notifications.
Turn your volume up to listen to the notifications.
After the notifications snippet release, I designed the notification settings page, establishing the level of granularity for the settings and creating a visual hierarchy that enhances usability and understanding.
After the notifications snippet release, I designed the notification settings page, establishing the level of granularity for the settings and creating a visual hierarchy that enhances usability and understanding.
Visual elements
Visual elements
Using colours, icons, and indents to visually associate events with their respective sections, enhancing clarity.
Using colours, icons, and indents to visually associate events with their respective sections, enhancing clarity.
Sound switch
Sound switch
Highlighting sounds in a separate section to emphasise their importance for workspace-specific on/off configurations.
Highlighting sounds in a separate section to emphasise their importance for workspace-specific on/off configurations.
Preview
Preview
Providing ways to test notifications before saving, covering both sound and visual elements.
Providing ways to test notifications before saving, covering both sound and visual elements.
results
results
While global contact rates didn’t show significant reductions due to various changes—such as migration between tools and improved data categorisation—targeted analysis from the Global Operations team revealed notable improvements in specific areas.
While global contact rates didn’t show significant reductions due to various changes—such as migration between tools and improved data categorisation—targeted analysis from the Global Operations team revealed notable improvements in specific areas.
Notifications achieved a
35% click-through rate,
35% click-through rate,
with the highest engagement seen among key client groups.
The median time to find a resolution improved by:
47% for delivery cancellations
47% for delivery cancellations
15% for late courier contacts,
15% for late courier contacts,
indicating faster resolution through clearer communication.
Significant reductions in contact rates:
Contact rates for "Issue with previous orders" dropped from 0.70% in H1 to 0% in H2.
"Delivery canceled" contact rates decreased by 0.24pp, from 0.37% to 0.13%.
"Late courier" contact rates fell by 0.33pp, from 0.65% in H1 to 0.32% after July.
deep-dive
deep-dive
laying the foundations
laying the foundations
To kick off the project, I organised and facilitated a workshop involving key stakeholders, my team, and dependant teams. The goal was to align on use case priorities, key considerations, and define the must-should-could-won't for both aspects of the work: the notification snipper and the settings .
Following this, I collaborated with the engineering team in a second session to assess what could realistically be delivered in the first MVP.
To kick off the project, I organised and facilitated a workshop involving key stakeholders, my team, and dependant teams. The goal was to align on use case priorities, key considerations, and define the must-should-could-won't for both aspects of the work: the notification snipper and the settings .
Following this, I collaborated with the engineering team in a second session to assess what could realistically be delivered in the first MVP.
service definition
service definition
When deciding what would be the best solution for our clients' scenario, the first decision I had to make was to understand what was the best service for us to move forward with: push notifications or dashboard in-house ones.
When deciding what would be the best solution for our clients' scenario, the first decision I had to make was to understand what was the best service for us to move forward with: push notifications or dashboard in-house ones.
Push notifications
Push notifications
Ease of Integration: Ready-to-use APIs and SDKs simplify implementation.
Advanced Features: Built-in analytics tool to support further enhancement.
High Reliability and Scalability: Third-party providers handle infrastructure.
Device-Specific Optimisations: Manage cross-platform compatibility, reducing complexity.
Cost-Effective at Scale: Free tiers and subscription plans can reduce operational costs.
Ease of Integration: Ready-to-use APIs and SDKs simplify implementation.
Advanced Features: Built-in analytics tool to support further enhancement.
High Reliability and Scalability: Third-party providers handle infrastructure.
Device-Specific Optimisations: Manage cross-platform compatibility, reducing complexity.
Cost-Effective at Scale: Free tiers and subscription plans can reduce operational costs.
In-house notifications
In-house notifications
Seamless Integration: Already designed to work with our existing systems.
Tailoured notifications: Fit our clients' specific needs and use cases.
Data Ownership and Security: Complete control over user data.
Focused Use Case: Highly relevant notifications aligned with our users' workflows.
Cost Efficiency for Low Volume: Maintaining our service remain manageable.
Seamless Integration: Already designed to work with our existing systems.
Tailoured notifications: Fit our clients' specific needs and use cases.
Data Ownership and Security: Complete control over user data.
Focused Use Case: Highly relevant notifications aligned with our users' workflows.
Cost Efficiency for Low Volume: Maintaining our service remain manageable.
Given our current needs, time constraints and the state of our ongoing development of our in-house notification service for other projects, I prioritised contextual, customisable notifications that made sense within our clients’ workflows.
Given our current needs, time constraints and the state of our ongoing development of our in-house notification service for other projects, I prioritised contextual, customisable notifications that made sense within our clients’ workflows.
How did I align the team on my vision for the user experience?
How did I align the team on my vision for the user experience?
How did I align the team on my vision for the user experience?
In order to ensure the whole team was aligned in terms of effort and experience, before making the final decision on the service I crafted a quick draft on what would be the information we'd need to be included, the type of visuals I was going for and the behaviour involved.
In order to ensure the whole team was aligned in terms of effort and experience, before making the final decision on the service I crafted a quick draft on what would be the information we'd need to be included, the type of visuals I was going for and the behaviour involved.
In order to ensure the whole team was aligned in terms of effort and experience, before making the final decision on the service I crafted a quick draft on what would be the information we'd need to be included, the type of visuals I was going for and the behaviour involved.
visual and information architecture
visual and information architecture
In exploring the visual and information architecture for the notifications, my goal was to create a design that made them easy to spot, with clear actionable inputs—whether within Stuart's control or the client's. I also aimed for clarity in conveying whether the message was positive or negative.
In exploring the visual and information architecture for the notifications, my goal was to create a design that made them easy to spot, with clear actionable inputs—whether within Stuart's control or the client's. I also aimed for clarity in conveying whether the message was positive or negative.
Through this process, I initially focused heavily on color to emphasize the message, but eventually found a balanced approach. I wanted to ensure the notification topic was clear without being too overwhelming. For example, I was cautious about overusing red, as it might convey an impression of unreliability, even for notifications unrelated to our platform.
Through this process, I initially focused heavily on color to emphasize the message, but eventually found a balanced approach. I wanted to ensure the notification topic was clear without being too overwhelming. For example, I was cautious about overusing red, as it might convey an impression of unreliability, even for notifications unrelated to our platform.
For the visual design of the notification settings, I applied the same principles used in the notification snippets. It was crucial to ensure that users could easily distinguish between different types of notifications, given the impact on both their visual presentation and associated sounds.
For the visual design of the notification settings, I applied the same principles used in the notification snippets. It was crucial to ensure that users could easily distinguish between different types of notifications, given the impact on both their visual presentation and associated sounds.
initial learnings
initial learnings
I used Amplitude and FullStory to track usage and identify potential improvements, helping to assess the project's success and refine the user experience moving forward.
I used Amplitude and FullStory to track usage and identify potential improvements, helping to assess the project's success and refine the user experience moving forward.
For the MVP, I activated the "delivery cancelled" and "successful" notifications while keeping others inactive, ensuring clients were immediately aware of the feature. Through the feature announcement popup, clients had the option to activate or deactivate additional notifications, providing valuable insights into their preferences and behavior.
For the MVP, I activated the "delivery cancelled" and "successful" notifications while keeping others inactive, ensuring clients were immediately aware of the feature. Through the feature announcement popup, clients had the option to activate or deactivate additional notifications, providing valuable insights into their preferences and behavior.
Pain point identified
Pain point identified
Pain point identified
The current 3-second notification duration felt too long, especially with multiple alerts, and the "issue" notification sound was too loud. I propose introducing new, less jarring sounds for delivery issues to improve the user experience.
The current 3-second notification duration felt too long, especially with multiple alerts, and the "issue" notification sound was too loud. I propose introducing new, less jarring sounds for delivery issues to improve the user experience.
The current 3-second notification duration felt too long, especially with multiple alerts, and the "issue" notification sound was too loud. I propose introducing new, less jarring sounds for delivery issues to improve the user experience.
