NewsQuake Case Study | UX/UI News & Delivery Platform

Project Overview

NewsQuake is a customer service platform built to simplify everyday tasks such as paying bills, sending or collecting parcels, and managing returns — all through a network of participating retailers. The goal was to design a seamless, user-friendly interface that enhances convenience, trust, and accessibility for both customers and retail partners.

Problem Statement

Users faced difficulties managing bills and parcels through multiple channels. Existing services were fragmented, slow, and lacked transparency, leading to missed payments, failed deliveries, and low user satisfaction.

Goals & Objectives

Design a unified platform that bridges digital convenience with in-person reliability, giving users more control and a seamless experience for all transactions.

Design Process

We used the Hot Potato process to ensure seamless collaboration between design and development, allowing iterative refinement of the website. This helped maintain design quality, implement interactive features accurately, and deliver a polished, user-focused site.

Research & Insights

Conducted interviews with frequent users and retail staff to identify pain points.
Observed how customers interact with in-store services and parcel management workflows.
Analyzed competitor offerings and best practices for in-person and digital service integration.

Key Findings

Users wanted quick, reliable, and transparent services.
Many struggled with fragmented processes across different retailers.
Trust and personal interaction were highly valued in payments and parcel handling.

Style Guidelines

The NewsQuake platform uses a consistent color palette to convey reliability and trust, simple iconography for quick recognition of services, and typography optimized for clear readability across both web and mobile devices.

UI Design & Prototype

Created a user-friendly interface and interactive prototype showcasing real-time delivery tracking and flexible parcel management options, ensuring a smooth and intuitive user experience.

First Time Login Flow

Guides users through account verification, password setup, and dashboard personalization with clear prompts for a smooth onboarding experience.

Agent Portal UI

Designed a clean and intuitive interface for agents to manage customer requests, track parcel statuses, and process bill payments efficiently. Key features include quick navigation, real-time updates, and interactive dashboards for streamlined workflows.

Admin Portal UI

Developed a comprehensive interface for administrators to oversee operations, monitor agent performance, and access analytics. Focused on clarity, usability, and actionable insights with customizable dashboards and reporting tools.

Takeaways

Outcome & Impact

Early improvements reduced dependency on customer support and enhanced transparency.
Users can manage payments and parcels more flexibly, leading to higher satisfaction.
Ongoing project continues to optimize workflows and expand service adoption.

Reflection & Learnings

Reinforced the importance of integrating digital convenience with physical interactions.
Highlighted how understanding user needs in real-world contexts informs practical, human-centered design.
Emphasized the value of iterative testing and stakeholder collaboration for ongoing service improvement.

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