top of page

ANGEL MAI

Portfolio

Pickups Technologies

OVERVIEW

Pickups is a mobile application that democratizes same-day delivery services while providing its users a way to earn extra income. It reimagine the future of micro-distribution centers where their users' extra home space can act as a fulfillment center.


My team was tasked with this project by our client Pickups Technologies, with the objective to launch a brand new app, while upholding the business' main functions and core values.

ROLE

UX/UI Designer

Product Strategy, User Research, Interaction, Visual Design, Prototyping & Testing


July 2020 – January 2021

Background

Challenge

Problem

Our team was tasked with creating a native mobile app that functions as the core Pickups product to target local “Neighbors” in hopes of providing their extra home space as micro-distribution centers and fulfill individual shipping orders.

 

Our task was to streamline the inventory acceptance and order fulfillment experiences to make the platform more delightful for users to motivate them to continue using the platform.

Context

By storing inventory closer to customers, Pickups is helping to reduce distance traveled on online orders which means less congestion and pollution on our streets. By creating a platform for the sharing economy, they are helping neighbors forge new relationships based on trust and mutual benefit.

01

Everyone who has free time and space at home should be able to sign up as a Pickups neighbor and complete all tasks with ease

Accessible

02

The app should be easily shared by existing neighbors to encourage new users to sign up and participate

Discoverable

03

Current neighbors need to enjoy using the platform so retention rates are high

Motivating

Ways of Working

We have our client goals and we knew the challenges that lay ahead, so start, we created design principles that reflected their objectives and would later guide our ideas and process:

Developing a starting point

To better understand the process of the client’s business from beginning to end, we reconvened with our client to clarify the logistics process. From our understanding, we created a logistics flow chart to ensure the accuracy of our wireframe and prevent any future errors in the handling of packages by the users. This will also give us enough information to allow us to effectively streamline the experience for potential users.

Establishing our point of view

UPS My Choice

  • Extremely user-centric, as users are given the ability to control when their packages arrive, according to their needs and schedules

Ohi Delivery

  • Helps small brands offer sustainable same-day delivery; partners with landlords to utilize excess space into micro-fulfillment centers, which can in turn power same-day deliveries at a low cost

  • Unclear service process on their website

Bond Delivery

  • Customer support; the consumer is always assisted with instructions throughout their process, and can access live support 24/7

  • Various feature – real-time tracking and delivery time/date selection

  • Difficult to navigate between different pages

Darkstore

  • Lacks information that users need to understand the flow of using their product

Key Insights

  • Customer Assistance – Incorporate a high level of customer support in our product; it is crucial for our app to offer a high level of guidance for our users to carry out delivery requests seamlessly

  • Simple Interface Structure – Prevent users from having to funnel through multiple buttons to get to their desired page

Pick-up Confirmation

The confirmation page includes text that are bolded, carry different weights and contrasting to shift the attention of users to various focal points.

Tracking Page

Users can easily track the courier's location, see the ETA, view the status of the entire process and contact the driver through text or phone call, so they have full control of the handling of the order drop-off process to avoid any confusion.

Orders List

In the "processing" tab, users can view all the ongoing orders that have not been completed yet, helping them keep track of what's to come and what still needs to be done before completion.

FINAL
DESIGNS

Jumping right into problem-solving:

Design Mockups

Goal 01.

Accept and successfully receive inventory from supplier

Goal 02.

Accept orders from buyers and successfully drop them off for delivery

Goal 03.

Ensure there is consistent customer assistance throughout the process

Reasons for flexing the traditional design trajectory:

  • Our client was less interested about testing the value, feasibility, concept or public interest of his product, but rather the creation of a seamless end product

  • By diving directly into the solution space, we can provide our client's wish of having a smooth navigational flow by carrying out more user testing 

  • To achieve both the client’s needs of generating a product, as well as our desires to validate users with a product that can be launched and be successful

Goal 04.

Have easy access to earnings/rewards page to encourage more usage time

Talking to real people

To validate our first round of designs, we conducted user testing with 10 potential users that our client provided. While the main goal was to evaluate the usability of the product, we also wanted to test its desirability to ensure future success of the app

What is the app about?

Users were confused by what the app was offering due to the misalignment of value propositions between the app and its original website

01

The language is confusing and I don't understand this process.

Some users failed to complete tasks due to the complexity of the process and jargon

02

There is no way for me to go back to contact that person.

Users wished to see more prominent in-app communication

03

I like how I can see my earnings right away; and I think I'd really enjoy the rewards feature.

Many users found the rewards system and payout placements motivating

04

How do we get there?
  • Complete onboarding. Users can through the added clarifying screens and successfully avoid any confusion that ripple through the navigation process.

  • Receive inventory requests. Users can accept inventory requests and select their preferred window of time to have them dropped off by the courier.

  • Fulfill an order. Users can accept order requests, successfully complete them and have them picked up by the courier before the due date.

  • View payouts and rewards. Users earn money by fulfilling requests and are rewarded when different milestones are met.

The key user stories we have identified are:

Defining the final MVPs
Making adjustments

Looking back

What I learned

I learned how to customize a design process and manage the scope of a project according to the task assigned. Throughout the process, I understood how to deliver client's expectations, while taking a stand on what is feasible in the given circumstance.

If I had more time

I would implement gamification into the product through further research and validation that gameplay elements would enhance user engagement. By weaving more fun features, the app can potentially tap into users’ intrinsic motivations and help them enjoy the process more.

What could be improved

Without the constraints of what to focus on during the process, I would have liked the opportunity to really explore the problem space before diving right into the solution space.

bottom of page