🛠 This portfolio is a work in progress 🧰

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— Ship right from you doorstep

Summary

When the company was on the planning to discontinue the courier and hyperlocal services, the business head tasked planned one final attempt to revitalize the business with better experience. We focused on making the design more engaging to attract users, while repackaging intercity courier, international courier, and hyperlocal deliveries for a broader audience and refining peripheral apps and marketing efforts.

Impact

Despite lacking initial marketing, the revamped courier service was a success from day one, receiving 4 and 5 stars on the App Store and Play Store, and attracting over 300,000 returning customers.

However, the launch of our hyperlocal service faced challenges with ensuring quick responses for drivers. We addressed this operational issue by integrating a scheduler into the design, which improved our conversion rates and started to drive momentum.

Details

Changing the brand perception with the customer

The success of a product relies not only on a great user experience but also on effective marketing and customer communication. Therefore, we made an effort to connect personally with our customers at every level.

Targeted Marketing Collateral

We used ads that resonated with digital and tier-1 customers and banners tailored for tier-2 and lower-tier customers. This strategy helped us dominate metro and tier-1 cities while quickly gaining traction in other markets.

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AI Enhances Clarity and Communication

Just as with seller panels, our algorithms predict and communicate potential delays before they occur, helping to set accurate expectations.

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Hyperlocal Launched at Hyper-Speed

Leveraging a unified design system and synchronized platforms, we scoped, designed, and developed our hyperlocal truck hiring service in just 2 weeks, with a pilot launched the following week.

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Three Taps and we’re coming for your pickup

By leveraging location and previous order data, we simplified the shipping process, reducing both the number of clicks and the decisions users need to make.

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Effective Design and Integrated Operations: Driving App Success

Developing an app is just one aspect of the product; aligning and redesigning the peripheral systems that support its efficient use is a significant challenge. Through in-depth research and collaboration with the product, operations, and research teams, we optimized all internal and partner apps to work in harmony, leading to the app's success.