— 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.
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.
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.
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.
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.