The problem
Last-mile delivery is defined by variability — traffic, delivery windows, exceptions, and rising customer expectations. Frontline workers needed an app that worked across enterprise and consumer devices, captured proof of delivery reliably, and kept operations, management, and recipients informed in real time, all without heavy training.
What I designed
- Driver & depot workflows. Streamlined the core flows — pickups, deliveries, scanning, and exceptions — into an intuitive interface workers could pick up with minimal training.
- Proof of delivery. Capture via signature, photo, timestamp, and GPS to minimize claims and disputes, designed to be fast on a busy route.
- Track-and-trace & routing. Frequent GPS updates, native navigation, and route optimization with live ETAs — visibility from depot to doorstep.
- Customer updates. Configurable email and SMS notifications plus a live tracking portal so recipients stay informed throughout the delivery.
Approach
With a configurable platform serving many business types, the challenge was a base experience that worked everywhere yet adapted to each operation. I standardized patterns across Android and iOS for a consistent experience regardless of device, partnered with product and engineering, and grounded decisions in how drivers and depot teams actually work in the field.
Outcomes
- +17%Customer satisfaction
- PODSignature, photo, GPS
- iOS + AndroidOne consistent experience
The redesign improved mobile usability and contributed to a 17% lift in customer satisfaction. Full case study and process walkthrough available on request.