TOYOTA GREEN INITIATIVE
Toyota Logistics Competition 2022
I was part of an ambitious project to design a new system of package delivery that aligns with the Toyota brand.
All information in this case study is my team's and does not necessarily reflect the views of Toyota.
TOYOTA LOGISTICS DESIGN COMPETITON 2022
The objective of this project was to design a service system for Toyota that fulfills all of the requirements of the competition while still aligning with Toyota brand identity and values.
Competition requirements:
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Shorten supply chain
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Improve expidecy
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Reduce city congestion
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Combat pollution
OBJECTIVE
Our goals were:
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Make a delivery system that could stay off main roads, reducing pollution and congestion
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Give customers more control and transparency about their package whereabouts and delivery time
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Give the customer peace of mind by allowing for a more secure "real time" delivery experience through the use of the app
MY ROLE
Designing the the app that would be used with the delivery system.
THE PROBLEM
A WORLD OF CONGESTION and lost packages
In our research we found that in the next 10 years:
CO2 Emissions
Delivery vehicles on roads
Congestion in dense urban areas
Poor customer service is also common with delivery systems.
Packages are usually delivered at random times and left on the doorstep which leads to lost or stolen packages.
PROPOSED SOLUTION
Order is placed with affliated Toyota Green Initiative Retailer on app
Retail store packages the items inside designated storage compartment
Pre packaged item is sent to Toyota distribution center
User can track their package in real time on the app
Recipient sets delivery time and location on app
Customer is notified when the package arrives at distribution center
Vehicle arrives at home and recipient securely retrieves item
USER RESEARCH
INTERVIEWING ONLINE SHOPPERS
We interviewed a few people who online shop regularly to find out the process that people go through and if there are any pain points, so we know which issues to focus extra attention on when designing our last mile delivery service.
View the interview prep sheet here
" The worst part about ordering stuff online is the waiting game. You never know when it's actually gonna arrive. "
" I've had packages stolen from my front porch twice, which was very annoying. Sometimes I just go to one of those Amazon pickup locations. "
" Honestly sometimes I want the package delivered when my mom's not home but I am, since I still live at home. But they rarely deliver on time, so it's risky. "
USER RESEARCH
TESTING EXISTING DELIVERY APPS
We tested the existing Grub hub and Uber Eats apps with 7 participants in the Houston area as well as look at online reviews. Our goals were to understand the challenges that people faced when tracking their order or driver on the app, and the general flow of information on the UI.
INSIGHTS FROM THE FIELD
Grub Hub
- Order delivery times are often extended without notification.
Uber Eats
- Some people were confused on the difference between Home tab and Browse tab (too many tabs)
- Frustrating that you can't see the whole price of delivery until you're done with the order (lack of transparency).
To summarize : Lack of communication with customer and cluttered UI were the leading causes of frustration with the apps.
INSPIRATION
MOODBOARD
TOYOTA BRANDING AND UI
UI IDEAS
USER FLOW
READY NOTIFICATION
LIVESTREAM
EDIT ROUTE
LIVE MAP VIEW
ARRIVAL NOTIFICATION
ORDER HISTORY
Let's you know that the package has been delivered to the Toyota Distribution Center and is ready for delivery.
Users like being notified of updates about their delivery.
Get live - camera feed of your package's location.
Notify moderators of any suspicious activity.
Keeps records of every delivery encounter to prevent fraud or other damages.
Ability to edit delivery route.
Ability to view the exact coordinated map view of your package in real time.
Notifies you that your package has arrived to the set location so that you can pick it up right away.
Allows the recipient to be the one to open the compartment using the app.
Can view past, pending and cancelled delivery orders as well as current delivery orders.