Helping Couriers Deliver Faster
Problem
The courier app had become a bottleneck in the delivery workflow. Core tasks required unnecessary steps, slowing couriers down throughout the day. The experience also lacked consistency with the design system, overlooked many usability details, and offered little motivation to keep couriers engaged. To understand the real problems, I personally reviewed more than 1,000 courier comments, conducted a survey, and interviewed couriers one-on-one before validating findings through usability testing.
Solution
I redesigned the end-to-end courier experience with a focus on speed and efficiency. By simplifying key flows and removing unnecessary steps, I reduced the effort required to complete deliveries while making the interface more intuitive and fully aligned with the design system. I also introduced a gamified leaderboard to recognize top performers and encourage engagement, creating an experience that better supported couriers in their day-to-day work.
Want to know more?
This is a high-level overview of the project. If you'd like to discuss the research, design decisions or business impact in more detail, feel free to contact me.
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