Message Centre
A consolidated inbox for courier chats and notifications
My Role
Led the product design implementation with oversight from a senior designer. Workflow included a Competitive Analysis, UI/UX design, usability testing, tech assessment, handoff, and design QA's.
Timeline
Jan - Apr 2023
Project Type
Feature in the courier mobile app, designed with the PIE design system on iOS
Outcomes
Active customer courier chats and chat history reduces undelivered orders (UDO’s), improves delivery speed, and decreases support contact propensity. Notifications improve engagement of announcements from JET, and will enable our upcoming incentives communications.
Final Design
PROJECT Summary
I designed a centralized inbox in the Courier App for messages and notifications to enable a unified communication framework, consolidating courier communications to a single place.
Customer courier chats streamline delivery processes and reduce live agent intervention
Notifications resemble an email inbox, where we send important announcements, reminders, tax documents, and more from JET
Support chats with live operation agents provide a human contact to address unexpected problems
Here are the key How Might We's (HMW's) that guided my discovery and design.
HMW organize and simplify communications in the message centre based on priority and context?
HMW deliver communications at the right time, and with the right method, context, and frequency?
HMW create clear, informative, and efficient chat exchanges?
HMW allow for effective and non-distracting communications when the courier is focused on driving?
