Defining the Problem

Small business owners to people, like you and me, ship packages regularly. We invest the time, money and emotion and take all the steps necessary to ensure our packages reach their final destination safely and on time. But our packages’ journey is not solely up to us. We entrust shipment providers to uphold their end of responsibility to complete that journey. FedEx came to us with the acknowledgment that their current drop-off and pick-up options were not optimized for an effortless, intuitive and worry-free experience. How could my team help define an ideal hand-over experience and create immediate actionable opportunities to win in this space?

Finding the Design Solution

Although we had a hunch that biggest opportunity lay in redesigning the digital user experience on the shipment section of the website, we knew that there were painpoints in-store, at drop boxes and room for very far-out innovative ideas. I was tasked to collaborate on and create digital and print prototypes of numerous early solutions. These were then tested with consumers in workshops and redesigned based on valuable feedback. I then facilitated and ran experiments with consumers in market and in-situ which lead to a final round of refinement of the top performing ideas. These became high fidelity print deliverables and digitally interactive prototypes.