FedEx P&D Portal
Project Background: With over 600 operational facilities, 70,000 vehicles and 130,000 team members, FedEx Ground is a household name in package delivery. Making sure that nine million packages get to where they need to go every day is part of doing business, but sometimes vehicles break down, people move, and packages get lost. As a result, it is extremely important for field personnel to stay on top of issues, which can be difficult due to network problems, disparate systems, and communication breakdowns.
Problem: How can we better pinpoint and resolve pickup and delivery issues?
Process: Conducted a variety of user research—interviews, contextual inquiries, and facility walkthroughs—with both business and field personnel to better understand the process and their needs. This research was summarized in a user research summary. Engaged in a series of co-design workshops to map out the current system, and then reimagined it to make it more efficient. Designs were shown periodically to field personnel for feedback, as well as usability tested to work out any kinks.
Design Solution: Created a new P&D Portal that allows users to see all pickup and delivery activity and issues in one place. Issues can be accessed and resolved in the issue queue. Users can filter issues or search for a specific issue. Issues are mapped based on type so they go to where they need to go. If an issue is not resolved within 36 hours, it is automatically escalated. Users can also view and edit a driver’s pickup and delivery details, as well as add notes, send messages to contracted service providers, and view and generate reports.
