Deliv
Smarter deliveries with real-time tracking and seamless communication
PRODUCT DESIGN LEAD | UX/UI DESIGN, STRATEGIC DIRECTION
Deliv is a last-mile delivery platform designed to improve transparency, efficiency, and trust between customers and couriers. With real-time tracking, seamless communication, and an intuitive interface, the platform eliminates common frustrations like unclear status updates, delivery delays, and poor communication channels.
By focusing on live tracking, direct messaging, and a streamlined order workflow, Deliv provides a predictable and stress-free delivery experience. Customers gain full visibility into their deliveries, while couriers can efficiently manage tasks without unnecessary back-and-forth. The result is a smoother, more reliable process that benefits both sides.
My Role
As Lead UX Designer, I guided the design process from user research to final execution, ensuring the platform addressed real delivery challenges while remaining intuitive and scalable.
I worked closely with product managers, engineers, and stakeholders to align business goals with user needs, ensuring that every design decision enhanced efficiency and transparency. My role involved conducting competitive analysis, prototyping key workflows, and refining usability through testing cycles.
Challenge
Delivery platforms often suffer from unclear tracking, poor communication, and inefficient workflows. Customers struggle with inconsistent updates, while couriers lack reliable tools for managing deliveries. These issues create frustration, delays, and missed expectations on both ends.
Deliv needed to solve these challenges by providing real-time visibility, effortless communication, and a seamless interface that improves efficiency without adding complexity.
Outcome
Deliv introduced live tracking, status transparency, and integrated messaging, ensuring clearer expectations and fewer delivery disruptions. Customers gained a more predictable experience, while couriers could manage tasks with greater accuracy and speed.
Testing showed that users preferred the simplified tracking interface and instant messaging, reinforcing the need for direct, real-time engagement rather than static status updates.
Execution
Research revealed key frustrations with delivery visibility and inconsistent communication. Competitive analysis highlighted gaps in existing solutions, particularly the reliance on delayed status updates instead of live tracking.
These findings shaped the design of a real-time tracking dashboard and direct messaging system, ensuring seamless interaction between customers and couriers. Usability testing refined the experience, improving clarity, responsiveness, and ease of access.
Collaboration with engineers ensured the tracking system was accurate and lightweight, balancing real-time data processing with an intuitive interface. Regular testing cycles refined the interaction flow, eliminating unnecessary friction points.
Impact
Testing with target users showed that live tracking and direct messaging reduced delivery uncertainty, making the experience more predictable for customers and more efficient for couriers.
Users reported greater confidence in the delivery process, with fewer frustrations around missed updates or lack of communication, validating the need for transparency-driven improvements.
Reflection + Key Takeaways
Clear communication and real-time visibility are essential in last-mile delivery. While automation can enhance efficiency, providing transparent, user-controlled interactions is critical for trust.
By focusing on streamlined interactions rather than overcomplicated workflows, Deliv was able to address key pain points and create a more frictionless delivery experience.