Delivery Tracker
Designing and developing a real time delivery tracker for The Home Depot.
UX Designer, UX Researcher
May 2023 - July 2023
I took the lead in developing a real-time delivery tracker for The Home Depot, aiming to improve the customer experience by offering seamless visibility and communication throughout the delivery process.
Figma
Design Toolkit:
Miro
Procreate
Usertesting
Qualtrics
Overview
Understanding the Problem
Customers at The Home Depot are experiencing problems related to tracking and planning for deliveries due to a lack of visibility into the drivers location and lack of communication. You can feel the pain from this customer:
"I can’t believe how this Home Depot driver left my package on my driveway.. 4 bags of my soil are torn, and I cannot get my car out of the driveway. Customer Service and the Store manager are useless. So much for being a valued customer."
The current tracker that The Home Depot has doesn't have these features.
My goal was to solve this problem so customers no longer feel that pain.
Research & Insights
Although you can feel the customer pain, I didn't know ways to solve this yet. I didn't want to base it on what I THINK the problem is, but want to make sure the solutions are driven by data. I also wanted to prioritize understanding if this work was going to be valuable for the customer experience.
​
So, I launched a survey. Within 24 hours, I was able to begin synthesizing data from 50 "Do-It-Yourself" personas.
​
There was definitely a relief knowing that the work I was going to start would be valuable, as 92% of participants agreed that real-time delivery tracking is important or very important to them.
​
Diving deeper, the specific features I found that are important to customers:
​
​
​
​
​
​
​
Goal: to include these features within my designs.
Synthesized research into affinity maps to draw insights and guide design decisions
Low Fidelity Designs
The sketches of the screens I created had the goal of incorporating the main features that most directly addressed user needs and wants uncovered in my research.
Medium Fidelity Designs
I was able to get feedback through my team's critical pod based on my wireframes. This really helped shape my design decisions; if I was really hitting those customer pain points and achieving my goal.
High Fidelity Designs
Post critical pod and locking in user-interactions, I established a design system that communicated the 4 main features. These mock-ups were then used for usability testing to create a final deliverable.
Iterations
Once I had my design systems ready, I went through with usability testing, allowing me to make further iterations. These iterations helped me understand key user interactions within the app and allowed me to evaluate the effectiveness of my design. I found that my delivery tracker exceeded expectations, particularly in regard to addressing the pain points of the original customer + the 4 main features I found through my user research.
Development / Final Design
Reflection
How does this help the original customer?
The above prototype displays what the original customer could have done had this version of delivery tracker been available. The original customer's pain points were:
-
Placement of package
-
Damaged product
-
Lack of help from associates.
​
This new tracker allows the customer to:​
Lessons Learned
Coming into this internship, I always thought that the process to development was linear. I always imagined it went from my UX Designs to Engineer Development. However, it is FAR from linear. You can produce your designs, but you will find that there are technical constraints you need to consider. Then you have to iterate your designs. Then even more roadblocks and even more iterations. Eventually, you will come to compromised solutions that still entail a usable interface. There is still so much to learn, but I am eager to take this lesson with me moving forward.