Project Brief :
Facilitating revenue collection through holistic service design is our key objective. We aim to optimize the entire process and user experience to ensure seamless revenue collection for our clients.Timeline: ~6 months
Duties: User Experience Architect
Tools: Photoshop, Figma, Miro, Illustrator.
Objective
The objective of redesigning the Proof of Delivery (POD) form is to enhance its usability, efficiency, and accuracy in capturing delivery information. The redesigned form should improve the overall user experience for both delivery personnel and recipients, ensuring seamless and reliable documentation of deliveries.Challenges
Planning a trip may be straightforward, but the real challenge in revenue recovery arises once the trip is over. To address this, we undertook a redesign of our client's digital user experience (UX) and offered practical solutions to address issues across processes, people, and communication. The primary goal of the application redesign was to identify and resolve revenue collection inefficiencies, ensuring that potential revenue leaks were effectively addressed.Problem
- As system thinkers, we conducted a comprehensive investigation of all touch points and identified critical gaps in processes, technology, people's roles, and communication.
- Throughout the entire process, we observed numerous friction points, particularly in the collection and verification of proof of delivery (POD), negotiation of charges, and generation of invoices
- One major issue we identified in the current product was the delay in completing tasks due to a high number of action items.
- Important actions would often be hidden among recently added items, causing further delays.
- Delays in delivering invoices was another problem.
Solutions
We redesigned the application to allow for visibility and focus on the most important tasks. The colour palette was revamped to support these goals while reinforcing the brand identity.We redesigned the existing Proof of Delivery(POD) form by grouping relevant fields together, which cut down the chances of error and guide the external users to fill the details properly.
We made the charge negotiation process easy by increasing transparency among team members on the agreed charges and simplifying the charges interactions while providing an overall view of total charges.
We eliminated delays in delivering invoices by redesigning invoice acceptance and delivery confirmation pages.
Business Benefits
The redesigned application have a direct impact on revenue recovery.The application helps to track fleets and obtain real time information on movement.
It considerably reduces the POD recovery, invoice generation and revenue settlement time.
