UPS Case Study | UX/UI Parcel Management Platform

Project Overview

UPS is one of the world’s leading logistics and parcel delivery companies. The goal of this project was to design a seamless delivery management interface that empowers customers to easily track and control their delivery preferences. The system allows users to modify delivery options such as time, date, and location, improving convenience, flexibility, and overall satisfaction.

Figma Prototype

View the interactive Figma prototype showcasing the design and user flows.

View Prototpe

Problem Statement

Customers faced limited flexibility and poor visibility when managing delivery preferences. They often needed to contact customer support or physically visit pickup locations, which resulted in delays, inconvenience, and reduced satisfaction.

Goals & Objectives

To create a user-friendly, self-service platform that allows customers to manage deliveries directly from their device — enhancing convenience, transparency, and trust in the UPS service experience.

Design Process

The project followed an iterative design process focused on collaboration and usability.

Research & Insights

Conducted user journey mapping to understand pain points in existing delivery tracking experiences.
Analyzed competitor solutions like DHL and FedEx for benchmarking and UX inspiration.
Identified that users wanted quick modification options, real-time tracking, and clear confirmation messages after updates.

Key Features

Collect from Parcelpoint: Select a nearby pickup point for convenience.
Change Delivery Date & Time: Reschedule deliveries to suit user availability.
Leave in Safe Place: Allow deliveries to be left securely without signature.
Leave with Trusted Person: Authorize a specific person to receive the parcel.
Alternate Address: Redirect deliveries to a different address.
Hold for Collection: Keep parcels at a UPS location for manual pickup.

UPS Workflow

The UPS workflow guides users through managing their deliveries seamlessly. Customers can schedule, reschedule, or reroute parcels, choose pickup points, authorize safe drop-offs, and track shipments in real time. Each step is designed for clarity and efficiency, minimizing errors and ensuring a smooth, reliable delivery experience.

Style Guidelines

The UPS platform uses a clean, professional design with UPS’s signature brown and yellow tones. Clear typography, simple icons, and consistent components ensure a cohesive, trustworthy, and user-friendly experience.

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.

Web Design

Designed a clean, intuitive layout for desktop users to manage deliveries, track parcels, and update preferences efficiently.

Mobile Design

Optimized for smartphones with responsive navigation, simplified actions, and easy access to key features on the go.

Prototype

Developed an interactive prototype to demonstrate workflows, real-time updates, and seamless user interactions across devices.

Takeaways

Outcome & Impact

Although the UPS platform is still an ongoing project, early improvements have already reduced dependency on customer support, enhanced transparency and flexibility for users, and contributed to higher satisfaction and more successful deliveries.

Reflection & Learnings

This project reinforced the importance of user empowerment in service design. By providing customers direct control over delivery preferences, we improved both operational efficiency and user satisfaction. It also emphasized collaboration between design and development, ensuring functionality matched user expectations seamlessly.

UPS Delivery Management Platform