Introducing LiveTracking
Better UX of Last-Mile Delivery
I led the design of a new web-based service providing customers with real-time courier tracking and precise delivery estimates.
This initiative aimed to address major customer frustrations with unpredictable delivery windows, improve courier onboarding, and establish a key competitive advantage for GLS
I led the design of a new web-based service providing customers with real-time courier tracking and precise delivery estimates.
This initiative aimed to address major customer frustrations with unpredictable delivery windows, improve courier onboarding, and establish a key competitive advantage for GLS
Join thousands on a journey to a more centered, focused, and fulfilling life.
Defining Fundamentals
Tackling key challenges
For years, GLS customers faced wide, unpredictable delivery windows, leading to significant frustration and inconvenience. This lack of precise delivery information was a major pain point, contrasting sharply with the growing consumer expectation for transparency and control, often met by parcel locker solutions
For years, GLS customers faced wide, unpredictable delivery windows, leading to significant frustration and inconvenience. This lack of precise delivery information was a major pain point, contrasting sharply with the growing consumer expectation for transparency and control, often met by parcel locker solutions
Join thousands on a journey to a more centered, focused, and fulfilling life.
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Conducted in-depth interviews with a mix of new and experienced couriers to understand their daily routines, pain points with existing systems, and perceptions towards a live tracking solution
COURIER INTERVIEWS
Experienced couriers valued simplicity above all, fearing complex interfaces or time-consuming processes. New couriers saw potential in automated routing for easier onboarding. Both groups needed clear communication on 'what's in it for them
KEY FINDING
A significant insight was the lack of direct visibility into recipient feedback or pain points among couriers. Many struggled to see the direct benefit of live tracking for themselves, viewing it as another task. Highlighting how it could reduce failed delivery attempts and improve customer interactions became crucial for gaining their buy-in
KEY FINDING
Deployed online surveys to a broad customer base and followed up with qualitative interviews to pinpoint frustrations with current delivery predictability and gauge demand for live tracking features
RECIPIENT INTERVIEWS
An overwhelming majority of recipients expressed strong desire for live tracking, citing the need for greater flexibility and reduced anxiety associated with waiting for deliveries. The 8 AM - 5 PM window was a major source of dissatisfaction, often leading them to prefer competitors with parcel locker options
KEY FINDING
Beyond just knowing the ETA, recipients valued proactive communication and a sense of control. The ability to see the courier's progress on a map, even if approximate, was perceived as a significant improvement over static delivery windows. This insight heavily influenced the MVP's focus on a clear, visual tracking interface
KEY FINDING
Real-Time Tracking
Real User Value
Leveraging insights from our research, I designed the LiveTracking MVP as a web-based platform focused on delivering core user needs: a clear view of the courier's location, precise ETAs, and proactive updates. The interface was crafted for utmost simplicity and ease of use, addressing key frustrations and enhancing the overall delivery experience
Leveraging insights from our research, I designed the LiveTracking MVP as a web-based platform focused on delivering core user needs: a clear view of the courier's location, precise ETAs, and proactive updates. The interface was crafted for utmost simplicity and ease of use, addressing key frustrations and enhancing the overall delivery experience
Join thousands on a journey to a more centered, focused, and fulfilling life.
User Engagement & Adoption
The 3-month LiveTracking pilot demonstrated strong user interest and engagement. Out of 162,000 tracking links sent, we recorded 112,000 clicks (69% click-through rate), with 20,000 parcels actively tracked by recipients. This early adoption underscores the significant demand for real-time delivery visibility
High User Satisfaction
Recipient feedback was overwhelmingly positive. LiveTracking achieved an average satisfaction rating of 4.08/5 (from 452 on-page ratings) and an even higher 4.51/5 (from 380 follow-up phone surveys). Furthermore, 61% of surveyed users declared they were 'delighted' with knowing the precise arrival time
Competitive Edge & Business Potential
LiveTracking positions GLS as a leader in last-mile delivery UX. Key differentiators include precise arrival declarations and dynamic delivery windows, directly addressing the 'myth of waiting for the courier'. Critically, 66% of users stated they would choose GLS specifically for LiveTracking availability, and another 66% would even consider paying a nominal fee for the service, highlighting its strong value proposition
User Engagement & Adoption
The 3-month LiveTracking pilot demonstrated strong user interest and engagement. Out of 162,000 tracking links sent, we recorded 112,000 clicks (69% click-through rate), with 20,000 parcels actively tracked by recipients. This early adoption underscores the significant demand for real-time delivery visibility
High User Satisfaction
Recipient feedback was overwhelmingly positive. LiveTracking achieved an average satisfaction rating of 4.08/5 (from 452 on-page ratings) and an even higher 4.51/5 (from 380 follow-up phone surveys). Furthermore, 61% of surveyed users declared they were 'delighted' with knowing the precise arrival time
Competitive Edge & Business Potential
LiveTracking positions GLS as a leader in last-mile delivery UX. Key differentiators include precise arrival declarations and dynamic delivery windows, directly addressing the 'myth of waiting for the courier'. Critically, 66% of users stated they would choose GLS specifically for LiveTracking availability, and another 66% would even consider paying a nominal fee for the service, highlighting its strong value proposition
User Engagement & Adoption
The 3-month LiveTracking pilot demonstrated strong user interest and engagement. Out of 162,000 tracking links sent, we recorded 112,000 clicks (69% click-through rate), with 20,000 parcels actively tracked by recipients. This early adoption underscores the significant demand for real-time delivery visibility
High User Satisfaction
Recipient feedback was overwhelmingly positive. LiveTracking achieved an average satisfaction rating of 4.08/5 (from 452 on-page ratings) and an even higher 4.51/5 (from 380 follow-up phone surveys). Furthermore, 61% of surveyed users declared they were 'delighted' with knowing the precise arrival time
Competitive Edge & Business Potential
LiveTracking positions GLS as a leader in last-mile delivery UX. Key differentiators include precise arrival declarations and dynamic delivery windows, directly addressing the 'myth of waiting for the courier'. Critically, 66% of users stated they would choose GLS specifically for LiveTracking availability, and another 66% would even consider paying a nominal fee for the service, highlighting its strong value proposition
Designed for users, driven by insights, validated by results.
Looking for strategic UX/UI leadership? Let's connect and build together!
Designed for users, driven by insights, validated by results.
Looking for strategic UX/UI leadership? Let's connect and build together!
Join thousands on a journey to a more centered, focused, and fulfilling life.