SkyDrop
UX Case Study
by Jason McCabe
Project Overview
The product
Package tracking, return and item replacement process for a drone delivery company.
Project duration
May 8 - 17, 2023
The problem
The SkyDrop website and web app need an efficient and easy to use package tracking and package return system.
The goal
Provide a user flow that is simple, clear and easy to use. The goal is zero pain points.
My role
UX Designer
Responsibilites
My responsibilities were global throughout the project and included competitive research, user research, personas, user journeys, affinity map, wireframes, Lo-Fi prototypes, usability studies, mockups, Hi-Fi prototypes, accessibility considerations, testing, design iteration, etc.
Understanding
the user
• Research summary
• Pain points
• Personas
• Problem statement
• User Journey Map
• UX Strategy Blueprint
User research: summary
I conducted interviews and created empathy maps to best understand the users I’m designing for and what their needs are. A primary user group identified through research is busy working adults who have diabetes and may need insulin ASAP.
This user group confirmed initial assumptions about the SkyDrop customers, but research also revealed that just giving users package status was not enough. Other user problems included conflicting obligations, interests and concern for the hassle of returning damaged packages.
User pain points
Usability
Being there to meet a drone delivery can be a arduous. Users want up to the
moment updates.
Accessibility
Platforms for ordering deliveries must be equipped with assistive technologies. Especially if the delivery is a medical necessity.
Trust
Trust that a delivery will be made in a timely, efficient manner without a package being damaged or going missing is crucial.
Lack of Information
Users like to know exactly where their package is at all points between completing the order to receiving their package.
Persona: Yasmin
Statement
“Relationships are everything.”
Yasmin is a 36 year old lawyer with her sights on starting her own law firm. She feels she has the skills and personal network to make it happen. She she struggles with keeping here diabetes in check while trying to balance a busy work schedule with home life. Emergency trips to the pharmacy take her away from family time.
Background
Age: 36 Education: JD
Hometown: West Los Angeles, CA
Family: Husband, baby
Occupation: Lawyer
Goals
• Start own law firm
• Spend more time with family
Frustrations
• Who has time to go to the store
• When she needs insulin, she needs it now.
Problem Statement
User Journey Map
UX Strategy Blueprint
Starting
the design
• Site Architecture
• Paper wireframes
• Digital wireframes
• Low-fidelity prototype
• Usability studies
Site Architecture
Paper Wireframes
Demonstrating that there are the variety of uses for drone delivery on the home screen was very important. Drafting different design options on paper provided a quick way to to compare and decide on the best design to use in the digital wireframes.
Digital wireframes
The order status bar is a clear way to demonstrate where the where the package is in the delivery process.
Low-fidelity prototype
Simplicity is key for both the tracking and return flows. The number of screen views is minimal.
Usability study: findings
I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype revealed what aspects of the mockups needed refinding.
Round 1 findings
Users want specific information about delivery time
Users want to see details of every change in status
Users demand back buttons
Round 2 findings
Users want headers to better represent each screen
It needs to be more clear that the process is complete
Some users want to recieve updates via text message
Refining
the design
• Findings implemented
• Refining mockups
• High-fidelity prototype
• Accessibility
Usability findings implemented
Adding specific time stamps and details gives the user peace of mind.
Before usability study
Afterusability study
Hi-Fi Mockups
Hi-fidelity prototype
A clickable prototype was created in Adobe XD. This allowed for user testing and served as a useful tool for developers as the application went into production.
Accessibility considerations
Fonts were checked to make sure size, style and contrasts meet standards of clarity for the visually impaired.
Alt text is added to images and graphic buttons for screen readers.
H1, H2 and H3 headers are used to establish hierarchy for users employing screen readers.
Going Forward
• Takeaways
• Next steps
Takeaways
Impact
A an easy to use experience with clear status and actionable links ensures users their package is being handled with care.“It’s easy and intuitive. I was able to click through the process in moments.“
What I learned:
I learned that users want to know exactly what the status of their package is without having to ask. Process and empathy will guide the way to creating an app that works best for the greatest number of users.
Next Steps
Complete a final round of visual design refinement as well as copy editing.
Conduct an additional round of usability studies to demonstrate whether existing issues have been addressed and no new pain points have come to surface.
If no issues are found it’s time to decide
if the web-app features are ready
for development.
Thank you!
I appreciate your taking the time to review my work on the SkyDrop web-app!
Reach out to me using the form below if you’d like to get in touch.
