FedEx P&D Portal
130,000 field personnel. 600 facilities. Nine million packages a day. One place to see, resolve, and track every issue.
Nine million packages. No single place to find a problem.
How might we give FedEx Ground field personnel one place to see, track, and resolve every pickup and delivery issue before it becomes a bigger one?
With over 600 operational facilities, 70,000 vehicles, and 130,000 team members, FedEx Ground moves nine million packages a day. When things go wrong, field personnel had no single system to track it. Issues lived in sticky notes, emails, spreadsheets, and manual logs scattered across a fragmented network of tools.
The Ops Admin knew something was wrong but had no way to flag it automatically. The Ops Coordinator found out by word of mouth, typically the next morning. The P&D Manager learned about escalated problems through email chains that had already lost critical context. And the Contracted Service Provider, responsible for the drivers, was often the last to know.
The result: issues that should take hours to resolve stretched into days. Patterns that should have been visible weren't. And accountability fell through the gaps between people, roles, and systems.
We went to the dock. Not the conference room.
Before anything was designed, we went inside the problem. Interviews with Ops Admins, Ops Coordinators, P&D Managers, Contracted Service Providers, and drivers across multiple facilities. Contextual inquiries on the dock, watching the actual check-in process happen in real time. Facility walkthroughs to see where the physical paper went and who touched it.
What we found: the problem wasn't that people didn't care. It was that the system made it nearly impossible to act on what they knew. Every role had a different mental model of the same issue. Every handoff lost a little more information.
We ran a series of co-design workshops, mapping the current check-in and issue resolution processes in detail, then reimagining them. The research surfaced five distinct user groups, each with overlapping but different needs: what the Ops Admin needed to flag was not what the P&D Manager needed to escalate, and not what the CSP needed to respond.
Designs were shown to field personnel iteratively for feedback. Usability testing with real users worked out the interaction details before anything went into development.
One dashboard. Every issue.
Every role.
The P&D Portal gives every role in the facility — from Ops Admin to P&D Manager to Contracted Service Provider — a single place to see all pickup and delivery activity and issues. Issues are automatically flagged by type, routed to the right person, and escalated if unresolved within 36 hours.
The Ops Admin can flag an issue from the driver check-in screen and add notes in real time. The Ops Coordinator gets a notification and can review, update status, or message the CSP directly from the issue detail. The P&D Manager sees the full escalation history and can view facility-level metrics by driver, CSP, issue type, and date range. The CSP logs in and sees only their drivers' issues, with full context already attached.
Users can filter and search the issue queue by driver, CSP, tracking number, issue type, date, and status. Issue history is preserved in full: messages, notes, and every status change — so nothing gets lost between shifts or roles. For the first time, the same issue looked the same to everyone responsible for resolving it.
The P&D Portal dashboard: issue summary, weekly performance, and service provider details in one view.
The P&D Portal dashboard: issue summary, weekly performance, and service provider details in one view.