Design Challenge - Furniture Delivery Helper
For the design challenge, I chose to work on the furniture delivery helper scenario.
I framed the design challenge with real life parameters to provide context to the challenge and to understand the user needs. I researched competitors’ delivery service and customer reviews about the service. Most furniture stores provide basic furniture delivery services including scheduling delivery, time frame on delivery day, and assembly of items. The research also displayed three major issues: unclear delivery time, lack of professionalism, and poor customer service for delivery issues.
From the research, I was able to form business context for the furniture store and identity basic users with problems to be solved.
Furniture Store Research (2 Hours):
Business Context:
Home furniture store chain serving the midwest region of the United States. States including Ohio, Pennsylvania, West Virginia, Maryland. 45 stores and regional warehouses
    •    Selling furniture in the following categories: living room, dining room, bedroom, home office, and home decor
    •    Offer premium delivery, threshold delivery, and customer pickup
    •    Mid-range pricing on furniture items
    •    B+ Rating with the Better Business Bureau
    •    Some poor reviews on delivery
Competitors:
    •    Levin Furniture
            ◦    Delivery Service:
                      ▪    Customer receives a phone call 2 days before delivery
                      ▪    Provide a 2 hour delivery window
                      ▪    Item is placed and assembled
                      ▪    If 30 minutes late, the customer receives a gift card
    •    Macy’s Furniture
            ◦    Delivery Service:
                      ▪    Customer can schedule and change delivery date
                      ▪    Customer receives a phone call a day before delivery
                      ▪    Delivery status is available day before
                      ▪    2 hour time frame is provided
                      ▪    Customer receives a call 30 minutes before delivery
                      ▪    Customers can sign up for text notifications
                      ▪    Checklist for delivery procedure
    •    Bob’s Discount Furniture
             ◦    Delivery Service:
                      ▪    Provides premium delivery and threshold delivery
                      ▪    Customer receives a phone call and text reminders for delivery
                      ▪    Time frame window provided
                      ▪    Assembly, inspection, cleanup and demonstration of furniture
                      ▪    Delivery checklist given to the customer
Reviews posted by customers of competitors.
Key Users:
Delivery Technician
    •    Steve, 25
    •    Full-time employee; working with the company for  three years
Issues/Wants:
    •    Have a clear schedule of his daily deliveries
    •    Be prepared for obstacles and have the right tools to deal with obstacles
           ◦    Traffic to delivery address
           ◦    Customer not home
           ◦    Customer lives on third floor of apartment complex
           ◦    Customer not satisfied with furniture
Warehouse Manager
    •    Jeremiah, 32
    •    Full-time employee; working with the company for five years
    •    Started as delivery technician, promoted to warehouse manager
Issues/Wants:
    •    Needs to keep track of all technicians throughout the day
    •    Needs to confirm the right items are loaded onto the correct transportation vehicles
    •    Needs to make delivery quota
Customer
    •    Sarah, 34
    •    Stay at home mom with three young children under the age of ten
    •    First time buyer with company
Issues/Wants:
    •    Needs new couch delivered and assembled before the children come home from school
    •    Wants an accurate time frame so she can clean the family room and make room for the delivery
From the basic research I conducted and creation of the key users, I was able to form the following project statement. The project statement needs to frame the challenge so the project will have a problem to solve.
Project Statement:
How can we efficiently and professionally deliver furniture to our customers?
Journey of Furniture (45 minutes):
I wanted to create a basic journey map of the steps involved in the whole furniture delivery process. Starting with the customer purchase and ending with the furniture item delivered and assembled. I also wanted to focus on which users are involved in what steps of the process. This map can provide insights on where improvements could be made.
After creating a basic journey map, I had many questions and thoughts about the furniture delivery process and the possible functions of the app. Questions listed below:
      •    Is the delivery journey and warehouse journey the same? Or different?
      •     A dashboard for warehouse manager displaying status of all deliveries?
      •    Dashboard display in community area of warehouse?
      •    How are items logged? Bar scan?
      •    Should items be logged at multiple checkpoints? Warehouse? Truck?
      •    Delivery checklist be as displayed as a checklist in the app?
      •    After checklist is complete, customer agreement appears?
      •    Should delivery schedule account for assembly time?
      •    Status of items be visible at warehouse?
      •    Updates from warehouse be shared with delivery team?
      •    Issues for technicians? Truck issues, traffic, not able to place item in home
      •    Can the app be helpful for delivery issues?
      •    Should there be a customer section in the app? Checklist and agreement
Sitemap (30 minutes):
For the rest of the design challenge, I decided to focus on the needs of the delivery technicians. The sitemap lists the pages and features for the delivery section of the app. This area is categorize into four sections: overview, schedule, report issue, and settings.
Overview:
This page is the first page to appear after logging in to the app. The purpose of the page is to provide a quick glance of the deliveries and be another confirm checkpoint for technicians. Ideally, the user would confirm to have the right items for the day's deliveries.
Schedule:
The schedule page provides more details about each delivery and provides the user the capability to update the status queue, contact the customer, use the delivery checklist, and report any issues during the process.
Report Issue:
This page provides the user with another option to report any issues during the delivery process. Issues are categorize as logistics and customer with common issues listed as a choice.
Settings:
Settings provides the user to set notifications and change details for their account.
Wireframe sketches (30 minutes):
I continued to focus on the needs of the delivery technicians by wireframing the schedule page of the app. I explored different layouts and made decisions on hierarchy based on the sitemap. 
Low Fidelity Mockup (40 minutes):
The main hierarchy of the page is displaying the current delivery item with its delivery time and status queue. The rest of the delivery items are collapsed and listed below the current item. The navigation and progress bars are stationary to be in the view port at all times event while the user scrolls. Users can easily give status updates, use the delivery checklist, and report issues with navigation buttons.
High Fidelity Mockup (40 minutes):
I designed the mockup with the colors only used for the status updates, navigation bar, and progress bar. The colors focused in these areas of the page, help the user easily know what step they are in the delivery process.

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