The context
Last Mile Link was a tech start-up company part of CitySprint, where both companies joined synergies to build a white label fleet management system to coordinate vehicles and bookings with the aim to improve efficiency, reduce costs, and provide compliance with government regulations. On this project, Ana was tasked with the re-desiging of the online booking system of the Citysprint’s website, where she autonomously performed as a user researcher and interaction designer as part of her UX role.
Last Mile Link was a tech start-up company part of CitySprint, where both companies joined synergies to build a white label fleet management system to coordinate vehicles and bookings with the aim to improve efficiency, reduce costs, and provide compliance with government regulations. On this project, Ana was tasked with the re-desiging of the online booking system of the Citysprint’s website, where she autonomously performed as a user researcher and interaction designer as part of her UX role.
The team
Design lead
Adrian LeonardiUX design
Ana C. Pereira
Engineering team
Internal team
Stakeholders
CitySprint marketing team
The goal
CitySprint had the goal of making the booking system easier in order to allow customers to promptly book what they need, since it was first launched. Although, and because it was being built in Lean UX methodology, still were there several issues with space for improvement to make the booking system quicker. With that in mind the project goal was to understand the B2B existing and new users’ behaviour while booking a parcel. There was also the requirement to introduce to customers automated and self-service channels (e.g. such as a chatbot, FAQ’s, knowledge base and so on) therefore reduce the number of communication (e.g. phone calls and emails booking) with the customer support team, as well as reducing the company’s cost to serve and enabling the service centre teams to be more efficient.
Mockup