Shipit

A hassle-free solution for the entire online shopping experience with app & service design.

Project Details

Service Design | UX Design

Duration: 12 weeks

Focus: E-commerce Logistics, Order Tracking, Return Experience

Tools: Figma, Adobe Creative Suite, Miro

Methods: User Research, Service Blueprinting, System Mapping, Competitive Analysis

Start Point

The rapid growth of e-commerce and online shopping has significantly increased the demand for delivery services, while traditional logistics systems continue to struggle with efficiency, transparency, and flexibility. Through early observations and personal experiences, we noticed a growing gap between user expectations and the actual delivery and return experience offered by major courier platforms.

Rather than focusing solely on shipping speed, we became interested in the emotional friction surrounding the “last step” of online shopping — missed deliveries, unclear tracking information, inconvenient return systems, and the lack of personalized options for individual users and small businesses.

This project began with a simple question:

How might we redesign the logistics experience to feel more transparent, flexible, and human-centered?

User Research

7 1:1 User Interviews

We recruited seven respondents, aged 22-35, who have different accommodation & delivery options. Online and offline interviews are scheduled.

45 mins None-participant Observation

The doorman plays a crucial role in the delivery process as an intermediary between the delivery person and recipient. As a non-participant observer, it is important to observe their actions and interactions to understand the delivery process and identify areas for improvement.