Product
e-Sign
Role
Product designer
Responsibilities
Journey mapping, interviews, MVP building, data analysis (quali/quanti), feature prioritization, and Figma prototyping.
Overview
Logistics company with daily delivery operations to clients, along with financial reporting handled by drivers and assistants.
Challenge
Reduce bottlenecks in the driver journey that prolong the financial closing time at distribution centers.
On the road
I identified two points in the journey that negatively impacted the experience of drivers and analysts, as well as increased operational costs due to the excessive time spent closing financial routines at the distribution centers.
Not all distribution centers have reception areas; therefore, the idea of using monitors at the reception to display each driver's financial status would be limited.
Certainties
Even if the financial status is presented through e-Sign (the driver's app), it is still possible to have queues for validating their respective financial routines.
Supositions
What are the main factors that would lead drivers to form queues at the finance department for validating their routine statuses, even with the status available through e-Sign?
Doubts
Driver interaction [1]
After the last delivery, the driver reports the code of their financial routine in the WhatsApp group.
Team check [2]
Manual verification of the code in the system and standardized driver's feedback status.
Status OK/NOK [3]
If the status is OK, the driver is cleared; if not, a visit to the finance department is requested.
Let's measure
We ran our MVP for 10 days with 5 participants from the same distribution center without a reception area and measured the performance of our MVP, considering the following indicators:
Accuracy of the status generated for the drivers.
Adherence of the drivers to the statuses generated by the system.
Wrapping it up
We measured data accuracy daily, assessing the quality of the statuses shared with the drivers, as well as the daily percentage of drivers who, despite receiving an "OK status," still requested assistance from the finance department.
Learnings & Outcomes
Despite initial resistance to the 'chatbot,' sharing its benefits with drivers improved adherence. The main issue was miscommunication about the test with the finance department (our fault), which led drivers with an 'OK status' to face queues.
Outcomes after the test
50%
11min
R$55Mi
The automatic closure of routines (OK/NOK) was gradually integrated into e-Sign and made available to over 5,000 drivers across Brazil. Shortly after the test, I began studying the flow and interface for inclusion in the app, but I eventually left the project.
Considering the MVP learnings, the inclusion of "automatic routine closure" in e-Sign would need to meet the following criteria:
Visibility of financial status to avoid unnecessary trips to the finance department.
Accuracy of generated data to strengthen trust between the app and the drivers.
Enhanced communication to showcase the feature’s benefits and prevent connectivity issues.
Last delivery [1]
The app requests the financial status and returns a message with the status.
CD reception gate [2]
To avoid connectivity issues, the app updates the status upon connecting to the CD Wi-Fi.
Routine Closure [3]
After closing the routine, a message is sent to the driver about the time saved using the feature.
Considering the human factor, it made sense to explore the relationships behind the proposed application using the causal loop. Visualizing the points of opportunities and threats facilitated the study of interactions and the interface of e-Sign for the new feature.
After the exercises, the goal was to test with the drivers and collect qualitative and quantitative data (CES) from each session. The choice to blend research approaches aims to mitigate potential biases based on the results from a single data source.
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