Delivering legal documents, made easy.
Making couriers want to deliver
ABC Legal provides nationwide service of process with the partnering help of tens of thousands of process servers (couriers). Couriers use the mobile app to pick up jobs and manage document deliveries.
MY ROLE
Product Designer
COLLABORATIONS
Developers, Product Manager, Operations, Partner Support
TIME
12 Months
IMPACT
- Decreased job life cycle - Increased fulfillment rates - Shortened avg delivery time
Problem
The map interface provides geographical context to a courier's assigned deliveries and available jobs that can be picked up at a user's discretion. How can we encourage more manual selection and decrease the lifecycle of jobs?
Solution
Leveraging users' inherent motivations, we added visual enhancements to job details, including value and proximity, seamlessly integrating them into their workflow and decreasing unassigned jobs by 38%. By highlighting high-value deliveries, demonstrating convenience, providing greater transparency, and streamlining the claiming process, we aim to improve the overall efficiency and satisfaction of our users.
Money front and center
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Summary
To make delivery efficient and ensure timely service, we explored ways to encourage a higher rate of manual selection by drivers through:
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Emphasizing deliveries with higher pay or shorter distances to incentivize selection.
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Providing drivers with detailed information about each delivery, including location, timeframe, and compensation, to enable informed decisions.
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Make the manual selection process quick and user-friendly to encourage picking up jobs beyond their assigned jobs.
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Visitors trusted the eDelivery portal to be credible and safe, decreasing the drop off rates from 38% to 15% in a two week tracking period.
Increased Conversion Rates
Jobs were more likely to be completed at a rate of 15% with defendants not needing to receive physical contact from a process server.
Improved Delivery Rates
Because digital delivery prevents servers from having to make several attempts to (ideally) a singular attempt, it cut down time to complete the service.
Shortened Delivery Time
The interactive tracker UI was able to translate to the check out experience and be utilized for placing a service of process order on our Customer platform.