Project Overview
Couriers work in a fast paced and often independent environment where every delivery presents small but meaningful challenges such as hard to find entrances, limited parking, or unexpected restaurant delays.
Introduces a simple in app space where couriers can share practical tips, learn from one another, and feel more connected while continuing their work seamlessly
No Shared Space: There is currently no platform to exchange local delivery tips.
Solitary Environment: Couriers often work alone in a fast-paced setting, leading to a lack of community connection
Hidden Knowledge: Critical details like tricky entrances or safe parking stay with the individual instead of the community.
Business Impact: Aims to drive value by turning individual expertise into collective knowledge to improve overall delivery efficiency.
Problem Statement
Couriers work in a fast-paced, independent environment.
Critical delivery knowledge is learned individually, not collectively.
Practical insights (hard to find entrances, unsafe parking, frequent delays) are not formally captured.
The same delivery challenges are repeatedly solved by different couriers.
New couriers face longer learning curves and avoidable friction.
Experienced couriers operate in isolation without a knowledge-sharing system.
Delivery efficiency and safety can become inconsistent.
The business lacks structured visibility into real-world operational challenges.
There is no lightweight, integrated way to share location based insights within the courier workflow.
Business Opportunity (assumptions)
Reduce delivery friction
Improve courier retention
Shorten onboarding time
Increase operational visibility
Strengthen courier confidence
Goals
• Create a simple, in app way for couriers to share practical, location based tips.
• Reduce friction during pickups and drop offs.
• Improve courier safety and confidence on the road.
• Shorten the learning curve for new couriers.
• Strengthen connection within local courier communities.
• Surface actionable field insights to improve operations and business decisions.
STEP 1 - OBSERVE
Getting to know the users
& understanding the context
In order to ensure that our solution directly solves the problem and benefits the users, started with user interviews as part of the discovery process. The objective was to get a good understanding of the processes that are in place and evaluate areas where users go through challenges that they have to work around.
Understand the courier Ecosystem
Time-based delivery expectations (10–15 min models)
Road accident risks due to delivery pressure
Unsafe parking & traffic violations
Restaurant delays impacting courier earnings
Limited support during live delivery
Extreme weather (snow, rain, heatwaves)
User interviews are essential to uncover real world courier challenges, validate assumptions, and ensure we are solving actual on the road problems rather than designing based on internal assumptions
User Pain Points
Couriers face hidden entrances, access issues, and unsafe parking because real-world tips aren’t shared in the app.
Existing rating features are underused and don’t effectively pass along useful location-specific insights.
Without peer support, new couriers rely on trial and error, leading to slower deliveries and reduced confidence.
Some restaurants cause frequent pickup delays, but couriers receive no warning before arrival, leading to wasted time and added stress.
Couriers are often unaware of location-specific risks like unsafe parking or restricted access until they experience them directly.
Couriers can report issues or contact support, but there is no simple way to share or access peer tips that help others handle location-specific challenges.
Courier work is fast paced and mostly independent, with no built-in way to learn from peers or share knowledge during daily tasks.
What are the reasons couriers do not provide feedback after a delivery?
Feedback system is not helpful
If the courier doesn’t see an immediate benefit or outcome from giving feedback
Feedback requests are not well timed
Asking for feedback at the wrong moment
Effort required
Long forms or open-ended comments are effortful, especially in a fast-paced mobile work context
Couriers often skip feedback after delivery because it feels disruptive, effortful, or lacking immediate benefit, and the app systems don’t always prompt at the optimal moment
Where Couriers Actually Sharing Tips
Competitor Analysis
Courier Journey Map
STEP 2 - REFLECT
Conceptualise
Turning Research Insights into Strategic Opportunity Areas
Research shows couriers work in fast, high-pressure situations where confusion and repeated issues affect their confidence and performance. The following opportunities focus on improving safety, clarity, and efficiency.
Option 1 : Brainstorming
Contextual Intelligence Model
Based on the research findings, couriers need timely and contextual tips integrated directly into their workflow. The Contextual Intelligence Model delivers concise, location specific insights along with simple contribution methods, helping drivers reduce risk, frustration, and cognitive load without interrupting their delivery experience
Option 2 : Brainstorming
Social Hub Concept
The Social Hub is a dedicated in-app space where couriers can share tips, discuss common challenges, and learn from experienced drivers within their local delivery zone.
option creates an intentional community space rather than embedding tips directly into the delivery workflow.
STEP 3 - MAKE
Initial wireframes &
prototyping
Design Strategy: Adoption Through Seamless Integration
To validate the concept safely and incrementally, I designed a two phase MVP rollout
The strategy focuses on simple, contextual learning during deliveries and gradually adds structured knowledge access outside busy moments. App turns individual courier experiences into shared knowledge without interrupting the delivery flow, starting small to prove value before expanding further.
Phase 1: Contextual Smart Tip Experience
Focuses on delivering short, location-based tips during key moments in the delivery journey and collecting quick feedback only after delivery. The goal is to test usefulness while keeping the experience safe and low friction
Phase 2: Just Sync Navigation Hub
Introduces a Just Sync icon in the bottom navigation, active when the courier is online within a selected geofence. Couriers can view validated, location-specific tips, while contributions remain limited to post-delivery to maintain simplicity and consistency.
