Providing delivery convenience
Carousell, 2023
Carousell users in Singapore have been managing their own deliveries for their transactions, encountering numerous inconveniences and challenges along the way.
In response, we teamed up with courier service J&T Express to offer a seamless door-to-door delivery service to help sellers to ship their items effortlessly, while buyers can receive their purchases with peace of mind and I led design for the end-to-end user experience.
My role
I was the sole designer for this project and responsible for the end-to-end process from platform and user research, design, testing and handoff. I designed both seller and buyer experience of this new delivery experience to ensure it's coherent.
Metrics
% listings enabled with D2D delivery
% transactions with D2D delivery
% packages undelivered by SLA promise for courier partners to ensure we’re not delivering a sub-standard experience
Result
>1 mil
listings enabled with this delivery service
>10k
orders fulfilled
Increased revenue & Buyer Protection orders
Diagnose early and act fast.
Initially, 12% of delivery orders were unsuccessful. Concerns were raised by our delivery partner regarding sellers' failure to adhere to delivery standards, including oversized items that posed challenges for pick-up.
I promptly took action to address these issues by assessing various touch points to enhance communication regarding size and weight restrictions, as well as refining pick-up instructions.
After releasing these changes within a week, the pick-up success rate increased to over 98%.
Diagnose early and act fast.
Initially, 12% of delivery orders were unsuccessful. Concerns were raised by our delivery partner regarding sellers' failure to adhere to delivery standards, including oversized items that posed challenges for pick-up.
I promptly took action to address these issues by assessing various touch points to enhance communication regarding size and weight restrictions, as well as refining pick-up instructions.
