A clear architecture that simplified and validated the delivery process
Given the current process and problem was the experience was paper based, it was critical to consider how I could improve the accuracy and validity of the flow.
The previous experience had been paper-based, with clerical errors frequently present. The UX objective was to improve both the accuracy and validity of the flow, making it faster and simpler to action on errors.
I achieved this in 2 separate ways. The first was developing a design system that made all applications look and feel perfectly identical to one another. The reason for doing this was to ensure that in any situation, each user is looking at the same information in the same structure, therefore being easier to understand what the other person is referring to. This ultimately helped improve the clerical errors, but also the way users communicated.
The second method was introducing a code verification flow between drivers and pickup/dropoff locations. An issue was the reliability of drivers showing up and not fulfilling the deliveries. So, the code would be shown to the delivery driver on their application, where they would need to share this with the supermarket or school for them to enter into their own application. By adding this liability onto the driver, it increase the reliability of their actions, and again makes errors more actionable.