Parcelpoint Case Study | UX/UI Shipping & Parcel Management Platform

Project Overview

ParcelPoint is a convenient parcel delivery and collection platform developed to enhance customer flexibility and accessibility. Partnering with UPS and local retailers, ParcelPoint allows users to send, track, and manage parcels seamlessly through an integrated system. The platform also enables customers to choose personalized delivery options such as collecting from a ParcelPoint location, rescheduling delivery, or authorizing a trusted person for collection, ensuring a smooth, reliable, and transparent parcel experience.

Problem Statement

Customers faced limited flexibility when managing deliveries, often missing packages or waiting for reattempts. The lack of real-time tracking and restricted delivery options led to user frustration and increased dependency on customer support. Retailers also struggled with managing parcel workflows efficiently due to the absence of a dedicated admin interface.

Goals & Objectives

To create a user-friendly platform that simplifies parcel delivery management, enhances visibility, and improves operational efficiency for both users and administrators. The solution aimed to bring convenience to customers and structure to the retail partner network through automation and smart design.

Design Process

The ParcelPoint project followed a user-centered, collaborative design process to ensure a seamless parcel management experience.

Research & Insights

The research phase focused on understanding both customer and retailer challenges within the delivery and pickup process. Multiple qualitative and quantitative methods were used to identify friction points and opportunities for improvement.

Key Features

Send & Track Parcels: Full visibility into parcel status with real-time updates.
Flexible Delivery Options: Change delivery date, pickup location, or leave parcels in a safe place.
Retailer Portal: Manage parcel check-ins, pickups, and returns with automated tracking.
Notifications & Alerts: SMS and email updates for delivery progress.

Flow Chart

A clear end-to-end flow was designed to map the user journey from parcel dispatch to final delivery or pickup, ensuring transparency and efficiency for all stakeholders including customers, retailers, and delivery agents.

UI Design & Prototype

Designed a clean and intuitive interface for both web and mobile, focusing on clarity, ease of use, and seamless interactions for customers, retailers, and delivery agents.

Mobile Design

The mobile interface was designed to provide a seamless on-the-go experience for customers and retailers

Prototype

High-fidelity prototypes were created in Figma, allowing stakeholders to experience interactive flows before development. The prototype emphasized responsiveness, accessibility, and usability across devices.

Takeaways

Outcome & Impact

The system streamlined parcel operations and improved customer satisfaction by providing flexible, reliable delivery options.
Retailers experienced better process efficiency, while customers gained transparency and convenience.
The platform continues to evolve with new integrations and performance optimizations.

Reflection & Learnings

This project emphasized the value of designing for real-world logistics challenges.
Understanding both customer behavior and retailer operations helped create a solution that balanced usability, efficiency, and trust.
Close collaboration between designers, developers, and stakeholders ensured smooth execution across all touchpoints.

Parcel Management Platform