🛠 This portfolio is a work in progress 🧰

— a Unified Client Panel

Summary

The original panel was leaking users and shipments to third-party apps, so we had to make the product user-friendly, engaging, and delightful. We immersed ourselves in our clients' environments, taking on ground operations roles for weeks to deeply understand their processes and needs.

Impact

Reorganized touchpoints based on client workflows
This led to a 10% increase in shipment share within the first month of the redesign for e-commerce enterprises.
Achieved a 2x increase in shipment volume (1M+ shipments) within six months.
Improved communication, resulting in a 60% drop in support tickets.

Details

Comprehensive Tool to manage

Orders, Shipments & Pickups

Improved communication established a solid foundation.

Pickups

Uber-style pickups reduced cancellations by 60%.

LTL & Cross Border Panels

Successful growth led to the integration of other verticals.

Inventory/Fulfillment

Dark stores fulfilment made into a race with a leaderboard

Delays & Disruptions

A better UI reduced social media escalations by 25%

Designing for AI

Predicting weights, & returns prevented revenue leakages

Good designs does not require a manual

Goal: Create a DIY panel, increase the share-of-wallet

Clients often used platforms like Shiprocket or Pickrr, which allowed them to ship with any service, reducing our share of shipments. We streamlined onboarding with a single form, personalized dashboards, and improved next-step visibility. These changes boosted conversions by 3x compared to the old panel.

To design for the people, we became the people

We conducted hands-on fulfillment of orders, including picking, delivering, and directly engaging with customers at their workplaces. This approach provided us with a comprehensive understanding of both the digital and operational aspects, allowing us to align our end-to-end process with clients’ workflows and expectations.

Types of customers with different workflows

We found that we were not communicating effectively to our customers and clients about our operations. For example, Manifesting a shipment also raises a pickup the same day, But the seller might not have the shipment ready by then.

Enterprise 🏢

They provide the inventory and expect Delhivery to manage, pick, pack, and ship it, often within 4 hours for dark stores.

Small to large Sellers 🚚

They use the panel for order and inventory management and require additional services such as communication support, RTO prediction, and more.

Marketplaces 📦

Marketplaces like Amazon, Meesho, and Flipkart integrate via API and manage disputes and exceptions through the panel.

We wanted clients to use the panel less, but ship more

All they needed was the confidence that their shipments would be delivered on time and in good condition. We realized that people wanted to "Just Ship" with us and trust Delhivery to handle the rest. The best way to enable this was by providing transparency and building trust with few features listed below.

ETA Prediction & Disruption Forecast

Provides clients and customers with forecasts and predictions to better understand ETAs and potential delays.

Auto-Correct for Incomplete Addresses

Identifies incorrect or incomplete addresses and suggests fixes, improving accuracy and ensuring a seamless delivery process.

Predicting Return-Prone Shipments

Helps sellers identify shipments likely to be returned and offers alternate processes like making the order prepaid, auto-confirming, or canceling after a call.

Swift Response Tool for Support Ops

Auto-responds to handle over 40k MSMEs and 5 lakh customers based on the specific shipment involved.

Inventory optimiser for 4 Hr delivery for dark store fulfillment

Customers want lower inventory cost and superfast shipping. We suggest storage location based on order frequency and TATs.

Integrate with channels to be the SuperApp 💪🏽 of logistics

Quantitative data showed low customer usage of channel integrations like Amazon ,Woocommerce and Shopify. Deeper UX research revealed that linking Delhivery accounts to these channels was cumbersome. Simplifying this process increased customer adoption of our fulfillment services by 2x.

Shifting Business priorties, Changing Iterations 🌀

The business pivoted multiple times, expanding from small parcels (less than 10kg) to international exports, heavy shipments (10+kg), warehousing, and full truckloads. This was made possible by a scalable design language planned from the start. After demonstrating the flexibility of the design, we unified 8 customer-facing panels into one.