UX Design • Delhivery • 2024
Predicting Returns, Saving Costs
Generating Experience for the Enhanced Service at Delhivery One to Forsee the Possibility Of Returns for the Orders
Reducing Return Orders with Delhivery One's RTO Predictor
Overview
My Role
Product Designer
Platform Type
B2B - Delhivery One
Key Deliverables
Activation Page Design
Order Listing Integration
Unified Modal for Actionable Insights
About Delhivery & Delhivery One
Delhivery stands as a leading logistics company, offering an array of digital services and products aimed at revolutionizing the logistics landscape. Delhivery One, specifically, serves as a cornerstone in this endeavor, providing businesses with a holistic platform to manage their logistics operations efficiently. Targeting medium and small businesses, Delhivery One caters to both B2B and D2C clientele, offering comprehensive solutions spanning from shipping to order management and tracking.
Context About the problem
We identified a significant challenge for shippers regarding return orders (RTO) in cash-on-delivery (COD) shipments.
RTOs incur double shipping costs and pose a substantial financial burden on shippers compared to order cancellations.
To address this challenge, Delhivery One introduced the RTO Predictor, an AI-based feature to predict the risk of return for COD shipments before shipping.
Challenges & Problems
High Cost of RTOs
Double shipping costs associated with returned COD shipments pose a significant financial burden on shippers.
Lack of Predictive Insights
Shippers lack visibility into the likelihood of orders getting returned, leading to inefficient decision-making and increased RTO rates.
The Need For this solution
Proactive solution to predict and mitigate RTO risks, reducing shipping costs and enhancing operational efficiency.
Improved decision-making through predictive insights, enabling shippers to prioritize high-risk orders for verification.
Proposed Solution
Introduction of the RTO Predictor feature within Delhivery One, enabling shippers to activate predictive insights for COD shipments.
Customizable risk thresholds for tailored risk management, allowing shippers to adjust thresholds based on their risk tolerance and business requirements.
Integration of actionable recommendations, empowering shippers to verify high-risk orders before shipping and mitigate the risk of RTOs.
Does not inform much about
the feature and how it works
No potential savings indicated
No nudge for the user to
activate the feature
Pre Activation Stage - Service Inactive
Cannot see the savings done
Cannot learn about the RTO Scores
What are RTO Scores?
How do they work?
Post Activation Stage - Service Active
Initial Proposed Solution - Modal Approach
Design Process & Key Features
Pre-Activation Stage
Highlight potential savings and benefits prominently to incentivize activation, utilizing vibrant colors and engaging illustrations to capture user attention.
Illustrated guide with step-by-step explanations of the service functionality, accompanied by intuitive icons and semantic colors to enhance user understanding.
Transparent presentation of pricing and billing information for user clarity and trust, using clear typography and visual hierarchy for easy comprehension.
Pre-Activation Stage
Post-Activation Stage
Showcase actual savings and user accomplishments through celebratory visuals and messages, reinforcing positive user behavior and fostering a sense of achievement.
Customizable risk thresholds for tailored risk management, providing users with flexibility and control over risk assessment, with options to adjust threshold values based on business needs.
Detailed view showcasing predicted risk levels and potential savings based on adjusted thresholds, empowering users with actionable insights to make informed decisions.
Post-Activation Stage
Order Listing Integration
Display RTO scores with each order, categorized by risk levels (low, medium, high), utilizing semantic colors (green, yellow, red) and intuitive icons (meter icon) for easy identification and understanding.
Inclusion of a call-to-action (CTA) prompting users to take action on high-risk orders, using clear and concise language ("Act to reduce return") to encourage user engagement and proactive risk management.
Unified modal for actionable insights and order verification, providing a seamless and intuitive user experience, with upfront customer contact details and options for order verification actions.
'Risk Of Return' indicators for order cards
Risk Of Return Scores Integration on Order Cards & Order Verification Process
Visibility of the feature on the dashboard
Results & Impact
Improved visibility and proactive management of RTO risks, leading to a significant reduction in RTO occurrences and associated shipping costs.
Enhanced user satisfaction and trust in Delhivery One's capabilities, with positive feedback on the effectiveness and usability of the RTO Predictor feature.
Future Improvements
Remove medium risk category for streamlined decision-making, based on user feedback and usability testing.
Introduce features such as partial payment links and automated call verification systems to further enhance efficiency and user experience.
Continuous gathering of user feedback for iterative enhancements and improvements to the RTO Predictor feature.
