Improving Pickup Scheduling for First-Time Customers

Impact Achieved

1. 80% of users scheduled pickups without confusion.

2. Significant reduction in unscheduled pickups and fewer walk-ins at the office.

3. Improved customer satisfaction through clearer communication and guidance.

4. Operational inefficiency due to unscheduled pickups.

Understanding the Users

Our pickup scheduling redesign focused on two key user groups:

1. First-Time Customers, who were unfamiliar with the process and needed clear guidance and reminders to schedule their pickups seamlessly.

2. Operations Team Members, who handled unscheduled pickups daily and needed a more efficient system to reduce manual effort, office congestion, and customer complaints.

By addressing these needs, we created a scheduling flow that is intuitive, easy to navigate, and reduces operational friction for all users.

“🎯 Design Goal: Ensure clear guidance and timely reminders to help first-time customers schedule pickups easily, while reducing operational inefficiencies”

Discovery & Ideation

Research & Insights

To validate the problem and understand user behaviour, I conducted:

1. Discussions with the operations team to understand the impact of unscheduled pickups.

2. Review of existing user flows to identify friction points in scheduling.

3. Analysis of customer complaints related to pickup scheduling.

Key Findings

1. Lack of Visibility – Users were not notified or reminded to schedule a pickup.

2. Confusing Flow – The scheduling process wasn’t clearly accessible in the app.

3. Missing Guidance – Customers didn’t know how or why they needed to schedule.

Design Solutions

Dashboard – Increasing Visibility

1. Added a persistent pickup reminder when a shipment reaches the pickup stage.

2. Introduced a clear CTA ('Schedule Your Pickup') for one-click access to scheduling.

3. Emphasized scheduling importance to prevent unscheduled office visits.

Available Pickup Locations – Clarifying Options

1. Displayed all available pickup locations in a clear, scannable format.

2. Highlighted the customer's preferred location (selected during checkout) to reduce confusion.

3. Ensured users understand that they can only schedule pickups at one location per request.

Pickups Available for Scheduling – Streamlining Access

1. Showed all ready-for-pickup shipments in one place for better visibility.

2. Enabled users to filter or sort shipments by availability date.

3. Provided a quick scheduling option directly from the list view.

Scheduling Pages – Reducing Friction

1. Simplified the scheduling steps to minimize clicks and inputs.

2. Pre-filled location details to speed up the process.

3. Prevented multiple locations from being selected within the same request.

Confirmation Pages – Reinforcing Next Steps

1. Displayed clear pickup details (date, time, and location) immediately after scheduling.

2. Provided options to confirm or cancel easily if needed.

Outcomes

1. 80% of first-time users successfully scheduled their pickups without confusion.

2. Significant reduction in unscheduled pickups, minimising office congestion.

3. Faster processing times for the operations team, reducing manual intervention.

4. Increased customer satisfaction with clearer guidance and reminders.

5. Higher engagement with pickup scheduling due to persistent dashboard.