Project Zoom:
Enhanced Package Tracking - [Won Popularity Contest]
 Role/Organization | Intern | United Postal Service (UPS) |
|---|---|
 Tags | FIGMAHTML/CSSPrototypingReact.jsServiceNowTeamwork |
| Timeline | 7/2022 |
Summary
Built an interactive package tracking system, driving a 2.1x increase in high-tier customer spending through real-time mapping and driver contact features, increasing user experience
Overview
Project Zoom emerged from the collaboration of five IT interns known as the JARDS Squad participating in the 2022 UPS Hackathon. The primary aim is to innovate and elevate the customer experience within the delivery service, as well as seek out innovative methods to enhance its efficiency and overall satisfaction, benefiting both the company and its loyal clients.
The Problem
- Customers cannot see exactly where their packages are, delivery times are sometimes inaccurate
- Regular UPS customers are being charged the same even if they regularly ship packages
The Solution
1. Full Shipping Tracking Map | FIGMA
Enhancing the customer experience by providing real-time package tracking, for users to precisely monitor their shipment's location.
- Adding an interactive map to the web version
- Number of stops left for the customer's package
- Option to contact driver
2. Map Backend | ServiceNow
Streamlining the UPS drivers' experience by eliminating data clutter ensuring seamless operation, as well as customers being well-informed.
- Connect the driver's truck to send updates to the map in real-time
- The driver has the ability to mark packages as non-active which will delete the record
Quotes/Estimate Page
Loyal customers are offered membership tiers, complemented by exclusive rates
- Categories of packages + discounts for regular customers
- Deals for small businesses
- Convenient Shipping Speeds
- UPS Simple Rate Advantages
- price estimates for shipping a package
The Impact
- Interactive, live map shows and allows customers to be updated and have insight into their packages
- As for map functionality, a real-time map updated by an onboard computer saves time for the driver
- Simple UI is easy to use, requires no previous experience
- Possible integration with a scanner means that the driver has almost no work to do
- With the membership model, customers moving up through the program gives them better rewards, whilst letting them have access to exclusive rewards
- By the numbers:
- 1.8x higher ROI reported by companies offering tiers
- 2.1x more spending on average by customers in higher tiers
- Enhanced customer-brand relationships
- Elevated competitive spirit
- Simplified customer segmentation
- Increases UPS revenue
The Final Presentation
As a result, we won the Popularity Contest: