Role

UX Researcher

UX/UI Designer

Front-End Developer

Project management

Tools

Google Survey, Zoom, Word Excel

Figma, Adobe illustrator

HTML5, CSS5, Visual Code Studio, GitHub

Duration

4 Months 2021-2022

Content

This case study details the design of Toronto's delivery services, including background insights, research data, user interviews, and surveys, with me as the sole UX designer, guiding the project from research and ideation to final design using UX design principles.

01 - Overview

01 - Overview

GEORGE MOVE offers delivery services by connecting users with drivers through its mobile and web apps. In the post-pandemic world, as many return to in-person work and meetings, it’s common for people to forget important documents and identity cards. Our mission is to help people retrieve essential items, whether from home, the office, or during a move, with professional service.

GEORGE MOVE offers delivery services by connecting users with drivers through its mobile and web apps. In the post-pandemic world, as many return to in-person work and meetings, it’s common for people to forget important documents and identity cards. Our mission is to help people retrieve essential items, whether from home, the office, or during a move, with professional service.

With GEORGE MOVE, you won’t have to worry about forgetting items at home while you work, or your children missing their homework. Simply use our point-to-point map, and we’ll take care of the rest. We offer various vehicle options—Van, Truck, Ton Truck, Motorcycle, or Walker—based on the size of the goods. Our goal is to reduce anxiety by making the process of picking up and moving items seamless. Additionally, customers can track our drivers for convenience.

With GEORGE MOVE, you won’t have to worry about forgetting items at home while you work, or your children missing their homework. Simply use our point-to-point map, and we’ll take care of the rest. We offer various vehicle options—Van, Truck, Ton Truck, Motorcycle, or Walker—based on the size of the goods. Our goal is to reduce anxiety by making the process of picking up and moving items seamless. Additionally, customers can track our drivers for convenience.

Our target users range from 18 to 60 years old, as everyone faces urgent situations where delivery services are needed.

Our target users range from 18 to 60 years old, as everyone faces urgent situations where delivery services are needed.

02 - Design Process

1. Research

1. Research

Marketing research
Stakeholder interviews
Online Survey
User Research
User Interview

Marketing research
Stakeholder interviews
Online Survey
User Research
User Interview

2. Data Analysis

2. Data Analysis

Data Analysis & Insight
Affinity Diagraming
Persona
Information Architecture

Data Analysis & Insight
Affinity Diagraming
Persona
Information Architecture

3. UI Design

3. UI Design

Design Concepts
User Flow
Wireframes
Hi-Fidelity Prototypes
Prototyping & Testing

Design Concepts
User Flow
Wireframes
Hi-Fidelity Prototypes
Prototyping & Testing

4. Development

4. Development

Server Setup
Product Build

Server Setup
Product Build

5. Testing

5. Testing

Clickable Prototype
Usability Testing
Maintenance

Clickable Prototype
Usability Testing
Maintenance

03 - Business goals

03 - Business goals

We want to make the city convenient, working people and students often forget some essential documents. Our goal is to bring them around; even if there are inconvenient or disabled people, our app will solve all problems. And people who own a vehicle can also be part of the help. Our goal is to solve the courier problem of urbanites; even if they are busy at work and school, we can solve it anytime.

We want to make the city convenient, working people and students often forget some essential documents. Our goal is to bring them around; even if there are inconvenient or disabled people, our app will solve all problems. And people who own a vehicle can also be part of the help. Our goal is to solve the courier problem of urbanites; even if they are busy at work and school, we can solve it anytime.

04 - Problem Statements

04 - Problem Statements

Numerous mobile vehicle services currently exist in Canadian cities; however, few of these services effectively address time constraints and fulfill user requirements. The development of an application presents intricate usage pathways. For instance, certain users might find it challenging to determine which service is most appropriate for their needs.

Numerous mobile vehicle services currently exist in Canadian cities; however, few of these services effectively address time constraints and fulfill user requirements. The development of an application presents intricate usage pathways. For instance, certain users might find it challenging to determine which service is most appropriate for their needs.

05 - Research

05 - Research

​I analyzed the places where citizens live and the range of activities. Take downtown Toronto as an example, where many people live and work.  Some even travel to the city center for work further out of their living areas.

​I analyzed the places where citizens live and the range of activities. Take downtown Toronto as an example, where many people live and work.  Some even travel to the city center for work further out of their living areas.

05.1 - Competitor analysis

​I analyzed the places where citizens live and the range of activities. Take downtown Toronto as an example, where many people live and work.  Some even travel to the city center for work further out of their living areas.

06 - User interviews

I conducted interviews with five participants during the video session. The questions posed were comprehensive, focusing on their extensive experience in express delivery, identifying areas for improvement, and their insights into the internal operations of the express company.

5 Interviewers Target:
Family 33 Years old worker
Student 22 Years Old
Single Worker 27 Years Old
International Student(Female) 18 Years old
Full-Time Worker 40 Years Old

06.1 - Interview summary

Respondents still understand the system behind the courier company. Still, sometimes they are disappointed when the courier involves three parties because they often face the record of the wrong attitude of the driver and damage to the goods when they arrive. But they're used to Canada's courier system and often have to wait several business days for their packages.

07 - Surveys - Quantitative results

07 - Surveys - Quantitative results

I interviewed five participants during the video interview. The questions were more in-depth, including their deep-level experience in express delivery, areas that should be improved, and their understanding of the internal system of the express company.

I interviewed five participants during the video interview. The questions were more in-depth, including their deep-level experience in express delivery, areas that should be improved, and their understanding of the internal system of the express company.

Canada delivery rating from users

Canada delivery rating from users

Canada delivery rating from users

75%

75%

Average

Average

Less than 30 mins delivery

Less than 30 mins delivery

Less than 30 mins delivery

60%

60%

Average

Average

Canada delivery rating from users

Canada delivery rating from users

Canada delivery rating from users

80%

80%

Average

Average

According to the survey results,
female has 53.3% more than males 40%.  

User's age

User's occupation

User's occupation

07.1 - Qualitative result

Finally, I made a precise text classification of the questionnaire. To sum up, some working people are confused about this service, because they need it daily, but they have never heard of the benefit of same-day delivery of documents.

08 - Affinity Diagraming - Insight

I summarize the following pain points through questionnaires and interviews and classify them into categories. It can be seen that we can make improvements on issues such as target users, special needs, and locations. I hope to create a friendly user experience service. However, let my subsequent designs bring more excellent direction and purpose.

09 - Persona

According to the research result, I created the persona against the user interviews and surveys. As the background, I listed the paint points and personal details. The delivery application would happen in this scenario.

10 - Information Architecture

According to affinity mapping and user interviews, the pain points transferred the user needs on the service information. Therefore, following user needs, I created the "Chat with Us" Button to increase the services provided and solve the user problem when they cannot find their emails. 
 

  • Design Simple and Easy to find their goals.

  • Clear Guidelines and Understand Human Behaviour with their habits

  • Select Service → Enter Information → Payment

11 - User flow

12 - Wireframings

12 - Design system

13.1 - Getting start

13.1 - Getting start

The UI design provided clear option for the user.

The UI design provided clear option for the user.

The options have been streamlined, offering the customer two distinct choices for selecting either the Business Plan or Individual service. Additionally, customers are permitted to select various delivery methods based on the size of their parcels.

The options have been streamlined, offering the customer two distinct choices for selecting either the Business Plan or Individual service. Additionally, customers are permitted to select various delivery methods based on the size of their parcels.

13.2 - Customer dashboard

13.2 - Customer dashboard

The dashboard is capable of monitoring the status and locations of the parcel.

The dashboard is capable of monitoring the status and locations of the parcel.

Colour gradients can amp up the look of the application designs. They're a great way to show depth and movement. It is advantageous when we want an image or another design element to stand out without overpowering the rest. 

Colour gradients can amp up the look of the application designs. They're a great way to show depth and movement. It is advantageous when we want an image or another design element to stand out without overpowering the rest. 

13.3 - Select locations

13.3 - Select locations

The order details screen offers options for pickup time, item descriptions, driver preferences, and payment methods (online payment, credit/debit card, or cash), along with the ability to apply coupons and save addresses.

The order details screen offers options for pickup time, item descriptions, driver preferences, and payment methods (online payment, credit/debit card, or cash), along with the ability to apply coupons and save addresses.

13.4 - Payment

The order details screen offers options for pickup time, item descriptions, driver preferences, and payment methods (online payment, credit/debit card, or cash), along with the ability to apply coupons and save addresses.

Challenges

This project presented significant challenges due to its extensive duration, spanning from the initial data collection to the ultimate development of the product. Through thorough research, I discovered that the city of Toronto experiences this particular issue. Nevertheless, the process of transforming these findings into tangible products and services that can be effectively showcased remains a complex task.

What can be improved?

The service requires significant enhancement. For instance, it is essential to explore effective ways to leverage this technology in order to offer additional services to users. Furthermore, there is a need to enhance the overall system and the user's final experience. I believe that addressing this matter necessitates collaboration among various groups and roles, as each individual possesses unique strengths that can contribute to diverse user perspectives and service designs.