Courier Services
Evaluative and Iterative Research for Porter Courier Booking Flow to understand user behavior, comprehensibility and opportunities for UI improvements.
Porter Courier Services deliver packages PAN India through various delivery partners.
Usability Test
2 Iterations
Small and Medium Business Users
And
Personal Users
Total Time: 4 Weeks
Usability Test
To check whether the user is able identify the following critical things as apart of new booking flow:
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Refunds/Additional charge in case of any weight discrepancy
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Single box for single order
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Proper packaging to avoid damage
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Paste shipping label on box
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Pickup date and time
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Delivery date and time
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Prohibited items
Objective 1
To understand user pain points and behaviour for the new booking flow
Objective 2
Iteration 1
2
Scenarios
2
Tasks
7
SME Users
5
Personal Users
Iteration 2
2
Scenarios
2
Tasks
5
SME Users
5
Personal Users
Cumulative Results and Suggestions
Exhibit A
Exhibit B
Table for Final Review Page
Exhibit C
Exhibit D
UX Writing Test
We asked the participants to rate the new booking flow experience after the session on a scale of 1 to 5, with 1 being Extremely Negative to 5 being Extremely Positive
Research Impact
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Product strategy pivot to user-centric backed by research insights
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Need for iterative research was established for strategies
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Contributed towards Design System for New Initiatives
Strategic Impact
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Product strategy pivot to user-centric backed by research insights
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Need for iterative research was established for strategies
-
Contributed towards Design System for New Initiatives
Product Impact
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Through collaboration, designers were able to quickly relay feedback from research and incorporate it to the prototype - Agile!
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Design and visual components are currently being reused in the current live app
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Directional insights to finalize a design through A/B testing
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Product Launch
Research Function Impact
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Stronger collaboration between the stakeholders including the designer and product team
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More research collaborations in both generative and evaluative research
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Research had a strong voice
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More budget allocated for research