Designing better digital products to help couriers deliver better results

A future product vision to increase retention and drive recruitment​.​​

Evri were climbing the mountain that is peak period and couriers were in demand. Retention and recruitment were top of the agenda, but internal processes and technology weren’t being harnessed to provide a leading courier experience.​ ​

We were asked to carry out a discovery. That’s something we can deliver.​

That involved

Research, research and more research

Interviewing key stakeholders to better understand those parts of the business that were impacting on retention and recruitment and how well they were aligned.​

Courier and manager research including sending some of the team on ride-alongs to see first-hand what the Evri experience looks like and what apps they have to use as part of their rounds.​

Steering a course for change​​​

Breaking down the siloes to build an end-to-end and shared understanding of a courier’s round that had led to multiple apps being in play.​

Basing recommendations on the existing tech stack for speed of development.​

Working hand-in-hand with Evri’s UX team to ease deployment once our work was complete.

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Clearly defined recommendations​​​​

• A library of visual concepts for courier apps​
• Smart automated dynamic algorithm based tools to match couriers​
• Testing and validation of approaches with couriers and business users​
• Established governance to coordinate activities and priorities across product areas, creating a master backlog and sprint plans