Boxberry A 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 the quick package drop-off at the Boxberry office.
  • A map with drop-off locations filtered by payment method, services provided, and working hours.
  • Shipment search and delivery status tracking. An automatic tracking option for registered users.
  • The user profile page is integrated with the website.
  • Push-notifications with the shipment status, deals, and news.
  • Shipment history and ability to repeat previous orders.
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We were getting up to 75% of traffic from mobile devices. We realized that for our clients’ convenience we needed an app.
Sergius
Project Manager at Boxberry
Photo
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Essential services on the home screen

We arranged the major functions on the home screen: calculating the shipment cost, making the package ready for shipment, delivery tracking, finding the drop-off point — it takes one touch to get any of these jobs done.
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We never expected that FAQ would be the most popular tab. Users go there first and only then to tracking or shipping sections.
Speeding up the sending of shipments

Speeding up the 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 will save it in drafts.
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At the drop-off location, the user needs to show the barcode to the manager, and that's it. There is no need to double-check and spell names or addresses — checkout literally takes a second.
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The app helps find the shipment

An unregistered user can find the shipment by the order number, invoice number, or by the shipment ID

The app saves the search history, so that the user can quickly find the shipment they were looking for before.
We have designed the app in such a way that the client doesn’t need to contact support. Everything is just there on the screen: you see where the package is now and when it will be delivered.
Sergius
Project Manager at Boxberry
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All letters and packages are on the same screen

Information about 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’s route leaves off questions and offloads customer support requests.
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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, in case the user needs to repeat a shipment to a 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 details and suggest using them 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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Show drop-off locations on the map

The user sees the closest drop-off points, as well as all drop-off locations in the city. Filters help to find the drop-off locations to the customer's need: to send a package or to return an item to the store.

The drop-off office card contains the address, opening hours and a detailed description with a photo of the entrance, so the client could 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, he will see that some of them are not related to the app, but to logistics and customer service. Such feedback often shows the level of clients’ dissatisfaction with the services.

We have made separate forms for rating the app and the service. Feedback about the delivery process goes to customer support, and about the app to the App Store and Google Play. This way our rating doesn’t change much, and users are more likely to give us 5 or 4 stars.
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The app improves the quality of customer interaction. It makes collecting feedback easier and in a more user-friendly way than via a website. Also, not every customer will get through to the call center. In this case, if anything goes wrong, the customer can contact and get through to support immediately, and we can better see the tough spots and fix them.
Sergius
Project Manager at Boxberry
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Teaching on empty states for better onboarding

We help new users understand how the app works from the first time they start it. We use tooltips with empty states.

To help the users, the designers made illustrations that show the app’s major functions. They fit perfectly into the Boxberry look and feel.
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Six months after we launched the app, the users made more orders through the app than via the website.

With the novel approach to the reviews section, the company could gather useful feedback about the service: they saw the weaknesses and, thanks to users, started fixing them.
team
12
screens
50+
collaboration
2020 — 
result