In-Home Delivery - Knowing the status
Improving transparency and reducing missed deliveries for major appliances
My Role
Experience Designer
Team
3 Product Managers, 3 Designers, 6 Engineers
Timeline
4 Weeks
Kickoff
Unable to track the delivery’ is top customer complaints based on NPS, Opinion Lab data. How can we solve this major customer problem.
Picking up the pieces
To get the insights from customers, I partnered with research team to explore how the customers and geek
squad agents tackling this issue.
Early insights from unmoderated usability study
To get the insights from customers, I partnered with research team to explore how the customers experienced In-home delivery.
We conducted an unmoderated usability study with 30 customers who had appliances delivered in past 6 months.
Research Findings
Where would you look to find updates about delivery?
30%
Website
60%
Apps
90%
Email or Text
How would you expect to receive notification regarding your delivery?
80%
Push or text notification whenever there is change in expected time of delivery
Customer expectations on the day of appointment
Early alerts by 7AM
​
Shorter (2-hour) delivery windows
Live tracking w/ stop count + map
Crew contact info available day-of
Recommendations
01.
Estimated Delivery Window
Notify customers on the morning of delivery with an estimated arrival window and the number of stops ahead of them.
03.
One-Tap Tracking Access
Provide customers with a direct tracking link that doesn’t require sign-in.
02.
Custom Notifications
Allow customers to customize how and when they receive delivery updates.
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04.
Live Map + Contact Info
Include a live map displaying the delivery truck’s location and contact details for the driver.
Customer Journey & Employee Journey Maps
Designs
Positive Scenario
Negative Scenarios
Impact
80%
Customers who had delivery appointments has no issues tracking the delivery.
​
32%
Reduction in Appointment reschedules.
​
​
47%
Reduction in Customer Care calls.
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Challenges / Problem Statements
Customers had no visibility into delivery status, which led to:
-
36K missed deliveries
-
128K rescheduled appointments
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$40M in annual costs
-
High support call volume
