Aero

Role:

UX Designer

Responsibilites:

Conducting interviews
Paper and digital wireframing
Low and high-fidelity prototyping
Conducting usability studies

Design Challenge:

Users:

The app was designed with the general public in mind - people who use online deliveries or would benefit from it.

The Problem:

Existing delivery companies don’t have adequate customer support on returns.

User Research:

As delivery by drone is a fairly new concept, I consulted with people who are familiar with online shopping. Surprisingly, all users found the return process fairly easy. Their concerns were centered around updates for returned goods or fake reviews. Most users said they would prefer a customer service call updating them about the status of their return and would prefer less ads.

User pain points:

Users are not actively updated about the status of a return.

Sitemap:

For this project, I followed the top-down design approach: I designed the website first and then the mobile app. The sitemap gives an overall layout of the drone delivery website. The main focus of this design is the return process for damaged goods.

Initial Designs:

Once I had an idea of my target users and the problems they face in the return process, I got to sketching the wireframes for my design. The following sketches show a rough outline of the various screens in the main user flow with the most important elements.

With a clear layout of the website, I proceeded to the next stage of the design process which was making digital wireframes and low-fidelity prototypes.

Digital wireframes with website and mobile main screens.

Usability tests:

I conducted the usability test with the low-fidelity prototype as it helps the users focus on the function of your prototype and not be distracted by the visuals. It also ensures that issues are identified early on in the process.

Findings:

Users had several questions on the return process like whether packaging would be provided, etc.
Users wanted an option to cancel a return request or change the dates.
Users preferred to describe the problem with the product in detail after uploading photos.

High-fidelity prototype:

I then proceeded to create the high-fidelity prototype of the designs using figma. The website is more comprehensive and includes details about the company, while the mobile app is more compact and focuses on the delivery experience. The screens focus on the main flow which is return of damaged goods.

The usability test was helpful in identifying flaws in the design. I made changes accordingly.

Added clear details about the return process
Included options to cancel or change the return

Website: Homepage

Mobile: Home

Website: Orders

Mobile: Orders

What I learned:

I learned the importance of staying focused on user pain points because you risk going off track and building something that doesn't align with the project goal.

Possible next steps:

Conduct further usability tests on the latest version of the website.
Identify any areas of improvement.
Expand the design to include every possible screen.