User Interface Design
Concept Validation Testing
Mapping out the lifecycle of the shipping process allowed us to identify areas for improvement in all phases of the experience. This detailed system map enabled FedEx and Handsome to quickly align on both immediate, mid, and long term re-organizational opportunities for both FedEx customers and operational teams.
To create a successful design solution it was crucial for us to understand our target users and experience the process from their perspective. Being completely immersed in the user experience allowed us to gain a firsthand understanding of user paths and pain points. Visually depicting these detailed scenarios was a key part of our process around identifying areas of opportunity within the current FedEx offering.
Our research uncovered a pattern of communication breakdowns throughout the shipping experience. This was costing FedEx money through errant stops at empty drop boxes and costing them customers due to a lack of information on drop box locations, available services, and pick up times.
To build consumer confidence, we incorporated a scanner inside the chute to record package drop off and instantly send a confirmation notification to the customer's account.
Ribbons of the FedEx orange and purple are wrapped on all four sides of the box for quick brand recognition. Reflective materials are incorporated into the logo decals for increased visibility.
Express and Ground services are now incorporated into one convenient drop off unit. Couriers from each service are able to communicate pick ups and report packages across channels through a simple interface inside the courier bin.
Improving courier efficiency was a top priority. Lighting inside the courier bin, improved signage, user-friendly interfaces, and built-in replacement material storage were key additions to the Next Gen design.
It was crucial for the shipping experience to be both efficient and consistent across platforms. This meant that not only would the drop box need to "talk" to the couriers, shippers, and recipients, but it would also need to work cross-functionally with brick and mortar locations, scheduled pick ups, web, and mobile. We created a mobile experience that focused on educating customers about their range of options and guiding them through the most efficient customer journey based on their location and shipping needs.
Handsome is a holistic experience design agency based in Austin.
We create deeply connected brands, services and products that enable powerful relationships between businesses and people.