Delivery Tracker

This case study explores the development of a new delivery tracker feature for Sunbelt Rentals, aimed at enhancing customer experience by providing real-time visibility into equipment deliveries. Over a four-month period, our team successfully designed, tested, and launched this feature for a pilot market. This project exemplifies the effectiveness of a strong product and design partnership in rapidly bringing a feature to market.

Project Goals

  1. Enhance Customer Experience: Provide users with real-time updates on their equipment delivery status.

  2. Streamline Development Process: Utilize an efficient design process that allows for rapid iteration and deployment.

  3. Ensure Security and Reliability: Address security concerns and ensure that all data inputs are accurately processed.

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Design Process

Parallel Design and Development

Given the tight timeline, our team opted for a concurrent approach to solution design, wireframing, and visual design. This allowed us to maximize efficiency and rapidly iterate based on feedback.

  1. Solution Design: We began by mapping out the delivery tracking experience, identifying key user interactions and touchpoints.

  2. Wireframing: Simultaneously, we created wireframes to visualize the user flow, which helped in quickly identifying potential design flaws.

  3. Visual Design: The visual design process was conducted alongside wireframing, allowing us to refine the aesthetic and functional aspects of the tracker in real time.

Challenges Faced

Throughout the project, we encountered several challenges:

  • Data Input Integration: We had to react to incoming data from various environments, ensuring that our system accurately reflected real-time delivery information.

  • Edge Cases and Error States: The sheer number of potential edge cases and error states necessitated extensive planning.

  • Security Concerns: We reworked several flows to address security issues, ensuring that the company was protected from bad actors.

  • Transactional Email Redesign: A complete redesign of our transactional emails was essential to align them with the new feature.

Usability Testing and User Acceptance Testing

To validate our design, we conducted usability testing throughout the development process:

  • Usability Testing: Early prototypes were tested with users to gather feedback on usability and effectiveness.

  • User Acceptance Testing (UAT): We collaborated with the pilot market to perform UAT, ensuring the feature met user needs and expectations before launch.

Post-Launch Research

After the feature was launched, we conducted post-launch research to assess its performance and gather insights for future iterations:

  • User Feedback: Customer feedback highlighted the feature's effectiveness in improving transparency and communication regarding delivery status.

  • Iterative Improvements: Based on user insights, we made necessary adjustments before preparing for the next pilot market launch.

Business Outcomes

Launching the delivery tracker experience for Sunbelt Rentals yielded significant business outcomes during the pilot phase. We observed a dramatic decrease in calls to both the customer support and sales teams regarding delivery status inquiries, streamlining communication and enhancing operational efficiency. Additionally, the implementation of the tracker helped to clean up customer data within the company's ERP system, leading to improved data for future phases of the project itself and other projects to come.

Conclusion

I am incredibly proud to have been part of the delivery tracker project. It showcased the power of a strong collaboration between product and design teams, enabling us to bring a valuable feature to market within just one quarter. The successful launch of the delivery tracker not only enhanced the customer experience but also reaffirmed the importance of agile design methodologies and rigorous testing in creating impactful products.

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