Boxberry Mobile app for tracking shipments and managing deliveries

team
12
screens
50+
collaboration
2020 — 
platforms
iOS, Android

Project features

  • The app calculates the cost and delivery time, generates an order and a barcode for a quick package drop-off.
  • A map with available drop-off locations filtered by payment method, services, and working hours.
  • Shipment search and delivery status tracking with an automatic tracking option for registered users.
  • Push-notifications with the shipment status, promotions, and updates.
  • Shipment history and the option to repeat previous orders.
  • User profile in the app integrated with the profile on the website.
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Up to 75% of all our traffic was coming from mobile devices. It was a clear sign for us that our clients needed an app.
Sergius
Project Manager at Boxberry
Photo
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Essential services on the home screen

We put all the major functions on the home screen: shipment cost calculation, preparing the package for shipment, delivery tracking, finding the drop-off location—all the essentials are just one touch away.
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We never expected the FAQ section to become the most popular tab. Users go there first and only then proceed to the tracking or shipping sections.
Speeding up the sending of shipments

Speeding up shipping process

The user fills out the form, and the app calculates the shipping cost and generates the order.

If the user doesn't complete the form, the app keeps it in drafts so that it could be accessed and completed later.
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At the drop-off location, the user only shows the order barcode to the manager, and that's it. No need to double-check and spell names or addresses—with the new app, the whole checkout process takes a just second.
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Helping locate lost packages

An unregistered user can find their package using the order number, invoice number, or shipment ID.

The app saves the search history, so that the user can quickly find the shipment they were looking for before.
One of our objectives was to create a comprehensive app with functionalities that would allow users to manage their shipments and solve problems without contacting the support team. All the key information is right there on the screen: where the package is now, and when it will be delivered.
Sergius
Project Manager at Boxberry
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All mail and packages on one screen

Information about the past and current deliveries from stores and people automatically appears in the registered user's profile.
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Shipment route display

The sender and the recipient can track the shipment’s location and see the estimated delivery date.

Seeing the detailed shipment route reduces the number of questions a user may have and offloads the customer support service.
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Repeating order

We keep the information about the packages that the user had sent through the website before installing the app.

It is convenient, for example, when the user needs to repeat a shipment to their regular recipient.
Single profile on the website and in the app

If the user logs in to the Boxberry website via a smartphone, we save their data and suggest using it again when logging in to the app.

The profile in the app is synchronized with the website: any shipment can be tracked on any device.

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Showing suitable locations on the map

The user sees the closest offices in their area, as well as all the Boxberry locations available in the city. Filters help to find the most suitable location for the customer's task: either for sending a package or for returning an item to the store.

The location card contains the address, working hours and a detailed description with a photo of the entrance, so the client can find it in no time.

We ask to rate the service and the app

If the user browses reviews for Boxberry or other shipment companies on the App Store and Google Play, they will see that some of them are not related to the app, but rather to the logistics and customer service. Such feedback often shows the level of clients’ dissatisfaction with the provided services.

We have made separate forms for rating the app and the service. The feedback about the delivery process goes to the company’s customer support. And the app reviews go straight to the App Store and Google Play. This way, we achieved a stable app rating of 4–5 stars.
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The app improves customer interaction quality. It makes collecting feedback easier and more user-friendly than via the website. Not every customer has the time and willingness to contact the call center. This process has become much easier with the app: if anything goes wrong, the customer just texts the support chat, and we immediately identify and fix the tough spots.
Sergius
Project Manager at Boxberry
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Using empty states to assist with onboarding

We help new users understand how the app works the first time they start it. We use tooltips on empty states screens to show them around the interface.

To guide users through the app, our designers created illustrations that show the app’s major functions. They fit perfectly into the Boxberry look and feel.
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The app surpassed the website in the number of issued orders in just six months after launch.

With the novel approach to separate reviews we introduced, the company could start gathering valuable feedback about the service: they saw the weaknesses and began fixing them thanks to the users.
team
12
screens
50+
collaboration
2020 — 
result

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