Nozama
Role:
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Poster Graphic Design
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Mobile APP UX/UI Design
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Research (Online ethnography & Competitor analysis)
Tool:
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Figma
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Procreate
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Adobe Photoshop
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Microsoft PowerPoint
Date
2023
Project
Brief
Nozama is an innovative e-commerce company who provides last-mile delivery service to reduce delivery costs and improve customers’ satisfaction on their e-commerce platform. Our design brief is to provide a human-centered interface to help users navigate through the innovation technology of last mile drone delivery.
Goal
An application to track last-mile drone delivery on three devices —— website, phone application and tablet. Focusing on Australian office workers aged between 25 and 45, this interface design aims to use clear and convincing design to help users track their delivery seamlessly and provide them with an innovative delivery service.
Problem Analysis
As e-commerce keeps renewal, there’s a rapid increasing number of customers attracted to it. The outbreak of pandemic also accelerates and promotes e-commerce, more groceries are available on e-commerce, which leads to an increased demand on last-mile delivery service. However, the conflict between high delivery fee and large demand of delivery in Australia becomes one of the main concerns for customers to keep purchasing goods online. In context of this, Nozama starts to use drone for last-mile delivery service to reduce delivery costs and improving customers’ satisfaction on their e-commerce platform. Thus, this design aims to create an interface platform on three devices, website, phone application and tablet.
Key Insights
conclusion from
online ethnography
Drone Delivery
Traditional Delivery
+ Fast speed
+ Low delivery fee
+ Sustainable development
+ Automated delivery
+ Labor saving
- Low transport coverage
- Low market penetration rate
- Flying restrictions
+ High transport coverage
+ High market penetration rate
+ Diverse delivery options
+ Wide range of business
- High delivery fee
- Environmentally unfriendly Labour cost
Good
Pain
01.
Expand delivery options rather than monopolised by a few delivery companies since Australia has very limited delivery companies and options, while expensive delivery costs. “Drones can be up to 80-90% less expensive than current methods of
instant delivery.” (AlphaBeta, 2018).
Why drone delivery
02.
Save money and time for both business and customers, avoid heavy traffic and greenhouse gas emission.
03.
Instant delivery: Food, medicine and small items within 1-10km delivery distance have great advantages for existing drone delivery technology.
04.
Long operation hours: drones can operate on a 24/7 basis to fill in the gap of human afterhours. (Lamperti, 2022)
05.
Expand the delivery region, benefit people living in suburbans and people with disabilities. “Drone delivery can save people time by replacing 4-5 million customer pick-up journeys” (AlphaBeta, 2018).
Increase the competitiveness of local businesses supports short distance and instant/same-day delivery between store and customers’ properties.
User
Research
User group: Australian office workers aged 25-45
Since our target user group are office workers based in Sydney, they are attracted to e-commerce because they value time efficiency and cost performance of the goods. Furthermore, two thirds of Australian people start to work from home since the outbreak of the pandemic, with data indicating that 95% of home workers choose to have parcels delivered to their doorway (AIFS, 2021; Emma, 2022). More importantly, drone delivery is still a very innovative technology, and research data suggested that those with higher income and education levels are more familiar with technology, thus, they are more willing to accept drone delivery service (Leon et al., 2021). Therefore, these data mentioned above strongly support our choice of user group ——
relatively young office workers (aged 25-45) with stable income and make independent shopping decisions who perceive drone delivery as convenient and timesaving.
User
Needs
Simple & effective navigation
Pick-up points near their properties
Felxible and controlled delivery address & time
Seamlessly track the parcel’s delivery status
Design guideline
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Providing user with detailed information of each parcel, allowing them to add new parcels manually if it is not in the system.
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Enable the users to change delivery time and address according to their urgent needs.
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Visualizing delivery progress.
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Provide users with support in system guidelines and live chats customer services.
Job to
be done
Through JBTD work and design research, it is found that the most important problem to be solved is how to safely deliver the parcel to the user through the drone, and how to protect the privacy of the user, so that the user can use our products with more confidence.
The most important thing is that we will take into account the needs of special users, such as women living alone and users with minors.
Prototyping
Low Fidelity Prototyping
User Task
Confirmation for delivered parcel from the Parcel page and rate the delivery from the Rating page.
User Flow
Open the App land on Parcel Page - Find the delivered parcel from the Parcel Page - Confirmation for delivered parcel from Parcel Page - Comment for the delivery on the Rating Page.
User Task
Online chat with staff for delayed parcel from the After-sale Center page.
User Flow
Find and report the delayed parcel / click the Contact Staff button on Parcel Page - Land on After-sale Center page - Find the online chat access - Ask about the delayed delivery on the Online Chat page - Click and view the delayed parcel detail on the Parcel Detail page.
Low To High-Fidelity Iteration
Method
Using Heuristic Evaluation for peer review with team members.
There several main iterations from low-fidelity to high-fidelity:
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In order to meet the Recognition over recall, I used the same designs: Parcel status panel/ progression bar/icons.
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In order to meet the Consistency and standards, we use the same main colors palette and section shapes for identical theme consistency with previous pages.
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In order to meet the Flexibility & efficiency of use: Users are free to back to previous pages or continue with current pages.
And for different pages there are various iterations based on users' feedbacks.
High-Fidelity Iteration
Using Heuristic Evaluation for user test
Nozama
The Future of Delivery, Today
Responsive Design
User-Centric
Clear Navigation
Seamless Tracking
Parcel Page
Follow and View
Your Parcels
from Onboarding Screens
Manual parcel addition
Parcels status panels
Tap the panel access to view parcel detail page
Online staff chat
Navigation Bar
Parcels search bar
Rating Page
Confirm Your Arrival of Parcel
then
Review and Rate
Your Parcel Delivery
After-Sale Center Page
Access to After-Sale
Service Center
Online Chat with Staff
Review
Your Parcel Detail
Reflection
Working on the application to track last-mile drone delivery across three devices—website, phone application, and tablet—has been a transformative experience. The project aimed to provide Australian office workers aged 25 to 45 with a seamless and innovative delivery tracking service through clear and convincing interface design. One of the primary challenges was creating a fluent wireflow for feedback and after-sale services while maintaining an easy-to-recognize control system to prevent user errors. Throughout the project, we focused heavily on user testing and feedback, which were instrumental in identifying key issues within the design system. Additionally, effective team collaboration and communication played a crucial role in ensuring consistency and progression. This project not only enhanced my technical skills in wireframing and interface design but also underscored the importance of iterative testing and teamwork in creating user-centric solutions.