Byke Messengers
My Role
As the second designer on the project, I was responsible for developing the customer app. I coordinated with a team of four, which included another UX/UI designer, a brand designer, a developer, and a project manager. My focus was on creating an intuitive user experience that streamlined the delivery process for our users.
Research Methods
User interviews, competitor analysis, usability testing, and observational research.
Team Structure
2 UX Designers, Brand Designer, Developer, Project Manager
Platform
Mobile
Duration
1 Month
Responsibilities
UX Design, UI Design, User Testing
Overview
Have you ever faced the frustration of trying to book a delivery through social media? You send a message or make a call, only to discover later that your order has been lost in the shuffle. This was the reality for many users of Byke Messenger before we developed their dedicated mobile app.
Byke Messenger is an on-demand motorcycle delivery app designed to simplify the delivery process for individuals and small to medium-sized businesses in Owerri, Nigeria.
Objectives
The goal of creating a dedicated mobile app was to improve the delivery workflow, enhance user engagement, and expand the user base.
Optimize Delivery Workflow
Transition from Facebook to a mobile app to streamline order management and reduce average delivery times by 20%.
Optimize Delivery Personnel Management
Develop features that allow for better management of delivery personnel, performance tracking and route optimization tools.
Facilitate Feedback Collection
Create a mechanism for users to provide feedback on their delivery experiences and Riders directly through the app.
Improve User Trust and Security
Establish robust security measures within the app to protect user data and payment information.
Strategic Values
The app was designed to improve our delivery services by focusing on key project objectives and user needs. Our main goal was to streamline the order management process, making it easier for users to book deliveries and track their orders in real-time.
By moving away from social media reliance, we aimed to enhance user trust and security, ensuring that personal information is handled safely. This shift not only improves the overall user experience but also aligns with Byke Messenger's business goals of increasing market reach and engagement.
User Engagement Boost
Realized a 25% increase in user engagement within the first three months, indicating stronger connections with our customer base
Reduction in Delivery Time
Achieved a significant 30% reduction in average delivery times, cutting down the wait from hours to just minutes for users.
Active User Growth
Set a record with 1,500 daily active users within the first few days of launch, demonstrating the app's popularity and effectiveness.
The Challenges
Despite being a prominent delivery service, Byke Messenger faced significant challenges due to its reliance on Facebook for order management.
Inefficient Order Management
Users had to message or call to book deliveries, leading to lost orders during busy periods.
Limited Visibilty & Communication
Users lacked reliable tracking and communication with delivery personnel, resulting in frustration.
Inadequate Payment Options
The absence of a dedicated platform for transactions diminished user trust and convenience.
Difficulty in Data Management
Managing orders through social media makes it challenging to track data effectively. Byke Messenger may have struggled with analyzing customer behavior, preferences, and feedback, limiting their ability to make informed business decisions.
Inconsistent Service Quality
Without a dedicated app, the quality of service vary significantly depending on the delivery personnel's or the Agent's they encounter on the Facebook page experience and efficiency. Users encountered different levels of service, leading to dissatisfaction.
The Plan
The project aimed to create a mobile app that would revolutionize the delivery experience for Byke Messenger users by implementing several key strategies:
Conducting User Research
Designing an Intuitive Interface
Implementing Real-Time Features
Research & Discovery
To better understand the challenges the users are facing and to inform the design process, The Team and I conducted various research activities, including surveys, user interviews, Direct observations and analysis of competitor offerings.
I placed order for 10 seperate deliveries on the same day via the company's facebook page under different names and extra ten via the phone line, and to confirm my assumption, Five out of those orders were missed.
There was No call from the rider
No Message confirming pick up time.
Surveyed 22 users, including small and medium-sized enterprises (SMEs) and individuals who have used other delivery apps in different states. This helped us understand the features they would like to see in our app and identify gaps in the current offerings.
We conducted interviews with existing customers of Byke Messenger to gather qualitative insights about their experiences, challenges, and expectations. This direct feedback was invaluable in shaping our design decisions.
Users
Place Orders | Track Deliveries | Make Payments | Provide Feedbacks
Create a profile and upload necessary documents.
Place orders for deliveries by selecting pickup and drop-off locations.
Track the status of their deliveries in real-time.
Make payments through the app using various payment options.
Provide feedback or report issues related to their delivery experience.
Long Delivery Times: Customers often experience delays in receiving their orders, leading to frustration.
Lack of Order Tracking: Users are unable to track their deliveries effectively, causing anxiety about the status of their orders.
Inefficient Communication: Difficulty in communicating with delivery personnel can lead to misunderstandings and missed deliveries.
Riders
Receive Orders | Update Order Status | Communicate with Customers
Receive notifications for new delivery requests through the app.
Navigate to pickup and drop-off locations using integrated maps.
Update order status in real-time to inform customers about delivery progress.
Communicate with customers regarding any issues or delays during the delivery process.
Order Mismanagement: Riders often face challenges in managing multiple orders, especially during peak times, leading to confusion and missed pickups.
Communication Barriers: Delayed or fragmented communication with customers/in office agent often result in misunderstandings about delivery details.
Route Navigation Issues: Difficulty in navigating unfamiliar areas often lead to longer delivery times and increased frustration.
Administrative Staff
Manage Orders | Analyze Data | Customer Support
Monitor all active orders and ensure timely processing.
Handle customer inquiries and support requests through the app.
Analyze data on delivery performance and user engagement to inform business decisions.
Manage feedback from users to improve service quality.
High Workload: The manual handling of inquiries and order management is overwhelming, especially during busy periods.
Data Management Challenges: Difficulty in tracking order data and customer interactions often hinder effective decision-making.
Limited Communication Tools: Inefficient communication channels with both customers and riders often lead to delays in resolving issues.
Insights & Recommendation
Based on the research conducted regarding Byke Messenger's reliance on Facebook for order management, several critical insights emerged that highlight the challenges faced by users.
Insight 1
Users face significant frustration due to the reliance on Facebook for placing orders. The informal nature of messaging can lead to lost orders and miscommunication, especially during peak times.
Recommendation 1
Transition to a dedicated mobile app that allows users to place orders through a structured interface. This will minimize confusion and ensure that all orders are logged accurately, reducing the likelihood of lost requests.
Insight 2
Customers expressed anxiety over the lack of order tracking capabilities when using Facebook. They often had no way of knowing where their deliveries were or when they would arrive.
Recommendation 2
Implement real-time tracking features within the new app, allowing users to monitor their deliveries throughout the entire process. This transparency will enhance user confidence and satisfaction.
Insight 3
Communication between users and delivery personnel is often inefficient and fragmented when using Facebook, leading to misunderstandings and delays.
Recommendation 3
Integrating a messaging system within the app will facilitates direct communication between users and delivery personnel. This will streamline interactions, allowing for quick resolution of issues and improved service quality.
Insight 4
Users complained about limited payment options when booking deliveries through Facebook, which created trust issues and inconvenience during transactions. They have to make the transfer, send the reciept and have to wait for the agent to confirm reciept of fund.
Recommendation 4
Offer multiple secure payment methods within the app, such as mobile wallets, credit/debit cards, and cash on delivery. This flexibility will enhance user trust and improve the overall transaction experience.
Insight 5
Many customers reported that the informal nature of Facebook communication led to misunderstandings about order details, resulting in incorrect deliveries or cancellations.
Recommendation 5
Implement a structured order confirmation process within the app that includes a summary of order details before final submission. This feature will allow users to review and confirm their orders, reducing the chances of errors and misunderstandings.
Learnings
Conducting thorough testing at various stages of development highlighted areas for improvement that we might have overlooked otherwise. I learned that user testing is essential for refining designs and ensuring they meet real-world needs effectively.
Introducing a new system often meets resistance from users accustomed to previous methods. I realized the importance of providing adequate training and support to ease transitions, fostering acceptance, and ensuring a smooth rollout of new features.
Balancing design aspirations with the client's budget and business objectives was a key learning experience. I realized the importance of aligning our design solutions with financial constraints while still delivering high-quality outcomes that meet business goals, ensuring that both user satisfaction and profitability are prioritized.
Copyright 2024 by Adewale Michael