Brenger
Brenger is an online transport platform that links your parcels to unused space in cargo vans -- reducing environmental impact and saving you time and money. All you have to do is specify the dimensions and pick-up location, and Brenger will link your request to a professional courier.
Challenge
Brenger primarily built the user flow for their customers. A user initiates a transport request to which multiple couriers can respond. In turn, the user picks the best suiting offer. This way of working was not preferable for the couriers. The time a customer takes to come to a decision is valuable time lost in their process. I proposed a solution to give control back to the couriers.
Solution
In my proposal for Brenger, we change the order of operations: Users create a transport request and -while they’re at it- specify a range of timeslots for pick-up and delivery. The couriers see the request, pick a timeslot, and accept the offer right away. First come, first serve.
In a series of co-creation sessions with the couriers, I looked at the implications of these changes. Two significant points stood out: First, this change requires the customer to provide more information upfront. I needed a user-friendly solution to specify timeslots for pick-up and delivery easily. Secondly, couriers will need a clear overview of all the requests they can respond to. An accessible courier dashboard was designed for this.
On the customer side, I added the possibility to specify timeslots. This was a requirement to ensure that no unnecessary back and forth communication is needed before a courier can commit to a request.
Couriers live on the road, so the visits to the platform are mainly from a mobile device. The courier dashboard had to be developed mobile-first; with an app. I created a clear overview of the relevant requests for the couriers, customizable to fit their daily routes. And only one click to accept an offer: No unnecessary communication and no waiting.
Flow analysis
To come up with these changes, I carefully analyzed comparative and competitive services. Think Uber, BlaBlaCar, or Airbnb. After consulting with the couriers, I decided to shorten the user flow and remove the back-and-forth communication steps. To map the implications of these changes, I created a flowchart with the data flows.
Results
As a UX designer, I was involved in the early stages of the project. I facilitated creative sessions with the stakeholders and couriers to map the opportunities and changes we could make. I proposed several concepts in high-fidelity prototypes that we tested with the users before handing the project back to Brenger for further elaboration. In the end, Brenger implemented a range of my proposals.