GPC DELIVERY TRACKER

PROBLEM

How might we digitize the delivery process for the drivers while giving transparency to the dispatcher.

RESEARCH

Background:

• At the project's outset, minimal research was conducted regarding user needs or preferences for the delivery application.

• Business objectives primarily focused on digitizing store operations, necessitating a standardized approach across corporate and individual stores.

• Variations in store ownership led to diverse delivery processes and experiences.

• Key goals included standardizing functionality across stores, eliminating paper-based delivery signing, and improving communication between drivers and dispatchers.

Challenges:

• Diverse ownership models resulted in varied processes, complicating efforts for standardization.

• Drivers sought seamless communication with dispatchers, especially to report issues during routes.

• Resistance to technology adoption was evident among older, predominantly male demographics.

• Existing users were proficient in manual tracking methods, posing a challenge for introducing technological solutions without disrupting efficiency.

• Digital-savvy users expressed openness to improvements if they enhanced efficiency without causing delays.

Research Approach:

• To address the lack of quantitative data, field studies and user interviews were conducted, focusing on both delivery drivers and dispatchers.

• Emphasis was placed on understanding the perspectives and needs of users within the delivery ecosystem.

User Insights:

• Older male demographics, typical among delivery drivers and dispatchers, demonstrated low inclination towards adopting new technology for job-related tasks.

• Existing manual tracking methods were perceived as efficient, leading to reluctance in adopting digital alternatives.

• Users who were accustomed to digital tools expressed readiness for improvements, provided they streamlined existing processes.

Key Findings:

1. Resistance to Change: Older, male users exhibited reluctance towards adopting new technology, preferring traditional methods due to their perceived efficiency.

2. Efficiency Over Innovation: Users valued efficiency over innovation, emphasizing the importance of any new solution not impeding their workflow.

3. Diverse Needs: Variations in store ownership necessitated a flexible approach to standardization, accommodating different processes and experiences across stores.

4. Communication Enhancement: Seamless communication between drivers and dispatchers emerged as a critical requirement, highlighting the need for real-time updates and issue reporting during deliveries.

SOLUTION STATEMENT

We're crafting a solution that puts the needs of delivery teams front and center. Our goal is to create an app that feels like a natural extension of their work, making it easy for drivers and dispatchers to stay on top of deliveries and communicate effortlessly. By listening closely to their feedback, we're building a tool that not only streamlines their daily tasks but also adds a touch of simplicity and cohesiveness to the way all NAPA stores operate.

RESULTS

Overall Positive Response: The new application received positive feedback from users during testing sessions.

Key Findings:

1. Ease of Tracking Drivers: Majority of users found it easy to track all their drivers using the application.

2. Efficient Delivery Tracking: Users appreciated the application's ability to view scheduled deliveries effortlessly, enhancing their operational efficiency.

3. Seamless Experience for Drivers: Drivers particularly praised the application for its seamless functionality, eliminating the need for carrying clipboards.

4. Automated Tracking: Users commended the application's capability to automatically track driver activity, such as starting and stopping, with minimal interaction required.

Implications:

• The positive reception indicates that the application effectively meets user needs and enhances their workflow efficiency.

• Seamless experience for drivers suggests successful integration of features that simplify their tasks and reduce manual effort.

Recommendations:

• Continue to prioritize user feedback in future iterations to ensure continued usability and satisfaction.

• Explore opportunities for further automation and streamlining of processes to enhance user experience even more.