Live delivery tracking
Giving customers visibility with an integrated map experience, reducing calls to service centre.
Problem
Customers currently have no real-time visibility into the location of their delivery driver and order, leading to frustration, anxiety, and a high volume of "where is my order?" calls to the customer service center, resulting in increased operational costs for the business.
Solution
Integrate a live map feature within the order tracking experience, providing customers with a real-time view of their delivery driver's location and the estimated time of arrival. This enhanced transparency will reduce customer anxiety and the need to contact customer service for delivery updates, thereby improving customer satisfaction and lowering operational costs associated with support inquiries.
MVP Tactical
For the initial MVP release, the timeline didn't allow for the development of a native, in-app live tracking map. As a temporary but effective solution, we integrated a button within the driver assignment area that seamlessly directs users to our existing web-based map, ensuring they can still access real-time delivery updates and location tracking.
2.0 Strategic
Following the MVP launch, our focus shifted to developing a native in-app map experience. User testing revealed that customers expected the map to be the primary element on the order tracking screen, and this integration will eliminate the current friction of linking out to their web browser.
3.0 Future
Seeking to create a more interactive live tracking experience, we looked at how other apps dynamically present map information. Inspired by competitor and out-of-category examples, we identified the native sheet pattern as a compelling solution. This would enable users to fluidly reveal the map by swiping up or down.
Credits
UX: Ulli Eulenfeldt
UI: Oli Bray
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