Overview

SafeDeliver is a crowd-sourcing platform for package delivery and logistics. It enables homeowners who stay at home or work from home to accept and hold packages for their neighbors until they get home.

Goal
To solve the problem of stolen packages and packages being damaged by weather. We sought to give people peace of mind knowing their package is in good hands until they receive it, and to provide another way for neighbors to connect.

Role
I was the lead product designer, collaborating with the CEO and Head of Product, to produce a working MVP to present to investors and test with beta participants. I designed the branding, entire customer experience, mobile and web user interfaces, and marketing pages.


Product Design

Research
I interviewed three to five neighbors, spanning three distinct neighborhoods. My goals was to understand the frustrations with delivery services and learn about their relationships with their neighbors. 

I also did product and competitor research, analyzing similar services such as Uber, Lyft, Instacart, and Doordash. In order to fully understand service-based apps, I had to learn how existing companies were designing their products.

 
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Personas
After researching and gathering as much information as I could, I created several user personas to identify the key features required to build the product.

As I was building these personas, I quickly realized four foundational wants/needs of people:

  • People want their packages secured.
  • People want to help their neighbors.
  • People want to make easy money.
  • People are tired of missing their deliveries.
 
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User Journey Mapping
I then mapped out the various journeys both the service-providing user and service-receiving user would experience for a typical transaction. I started with the core experience of the product -- to facilitate a safe and secure delivery location, and an easy transaction process.

I also mapped out the secondary and tertiary journeys once I had a working and viable solution for the primary experience (which I tested using paper mockups and interviewing people in local coffee shops). 


Consumer Web & Mobile Apps

Manage & Track Packages
Customers and Hosts can manage and track all of their packages from one dashboard. They both know which packages are on their way, customers know which have arrived or been accounted for, and Hosts know which need to be picked up or delivered.

Customers can also manually add packages if the API does not work correctly. It allows Hosts to know what packages to expect, regardless of the transaction.

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Know Who is Handling Your Packages
Customers and Hosts are managed on a grading system to keep everyone honest and happy. I designed this system to be very simple so users would be more willing to use it, and they couldn't cheat the system.

All Hosts know who their Customers are and all Customers know which Hosts are available to them. Hosts and Customers must be located within a certain radius of each other, to maintain the neighborhood aspect of the product's community.

 

Communicate with Your Neighbors
I also designed a basic chat interface for Hosts and Customers to communicate with each other. The process is primarily automated, with little interaction required, but the process revolves around people's daily lives, which can be unpredictable. To account for that, open communication is necessary to provide flexibility.

 
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Seamless Transactions
Once a package is dropped off or ready for pickup, the Host and Customer quickly and easily make the necessary transaction -- package for payment. I created a 3-step process:

  1. Host buckets the received packages into a checkout designed specifically for that Customer and requests payment.
  2. Customer receives the request, with the package details to confirm what they are receiving.
  3. Customer accepts the transaction -- paying the Host and requesting the packages from the Host.
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Branding & Marketing

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Logo & Guidelines
I also designed the logo, branding guidelines, and a small design system for SafeDeliver. I used these assets throughout the entire application, landing pages, and marketing materials.

 
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Landing Pages
Two separate landing pages were also designed -- one of Customers and one for Hosts. In order to cater to the different types of users, I had to split the information up the same way Lyft and Uber does with their Riders and Drivers.

 
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Signup & Onboarding
In order to vet Hosts, a lengthy signup process was required. I designed a step-by-step signup for Hosts to fill out the required information.