Overview

Nova Post is the largest and most popular private Ukrainian postal and courier company. It provides logistics and related services to individuals and businesses. Its main competitor is the national postal operator, Ukrposhta. The company aims to monetize its home-to-home delivery service to create an additional revenue stream. This requires a revision of the mobile app's functionality and user flows.

Problem

The company's product team approached us with a proposal to enhance the mobile user experience for home-to-home delivery. They have a service that can generate additional revenue, but the current user flow is so complex that it prevents users from knowing how to place an order, resulting in minimal profits. Additionally, when someone does order this service, there are several issues between the user and the delivery person. For instance, users often lack proper packaging for the items they need to send, causing the delivery person to either delay other deliveries and return with the appropriate packaging or cancel the order, leaving the customer dissatisfied.

Solution

Create a simple and clear process for calling a courier with the ability to track both the courier and the parcel

Understanding the Home Delivery Process

We began by briefing stakeholders to assess the situation. Then, we conducted an in-depth interview with the product team lead to understand the current process, desired outcomes, and past launch efforts. They shared valuable resources, including previous research and internal user feedback, and explained the key details of home delivery, stakeholder involvement, and the essential information for a seamless experience.

Comprehensive User Research Approach

We conducted user research using multiple methods to gain diverse insights into the problem. With internal data in hand, we set out to understand the needs of those who will use the feature. Each team member focused on a different research method— I conducted a competitor analysis of both the Ukrainian and international markets to examine similar features, identifying strengths and weaknesses to enhance our experience. Meanwhile, others conducted user interviews and analyzed past feedback to pinpoint key pain points we could address within this project and integrate across the app in the future.

Optimizing the Business Process

We analyzed the existing business process to identify weaknesses and develop a better version. Ordered the service to map out the process in BPMN format, providing a clear view of all participants and stages. Then created their own optimized version, presented it, and through collaborative brainstorming and critique, we combined the best ideas into a highly improved business process diagram.