The logistics and transportation industry is vital to our global economy. Unfortunately, according to marketplace.org, 10% of shipped packages are not delivered on time. In the case of UPS, the main reason for delayed deliveries is outdated technology. The LogistiX experience offers a speedy and human-centered delivery process that utilizes 21st century technology. Created using the double diamond process, LogistiX is designed for delivery men and women ages 18-65.

After researching UPS and affinitising, it became clear the DIAD needed to be more user-friendly. After UPS declined an interview, I asked Judy Edge—VP of FedEx—about why FedEx hasn’t upgraded to the latest handheld computer. With certain longing, Judy explained: “We are working towards using the most up to date technology, but, it is like building a new boat while you are sailing in the boat.” That said, the biggest challenge is working with the original technology. This challenge inspired the following additions: pre-shift stretching, visual routing, and simple communication. User testing prompted the addition of smart buttons. These buttons detect the two most common commands for users and maps them to buttons on either side of the DIAD for easy access.

In redesigning the DIAD I took the role of not just an artist, but a strategic designer. I focused on changes that would maximize driver efficiency. The current DIAD is purely functional and aims only to instruct the driver and service the customer. The future of UX does not include this old-fashioned belief. For the package delivery industry, the UX mindset demands integrating the driver’s and customer’s needs, and redefining their interaction.

LogistiX delivers an exceptional user experience by placing equal value on the driver and the customer. The DIAD is an extension of the driver’s hand, and can be used without touching the screen. LogistiX features smart buttons.

My project is worthy of a UX award because it deems the driver as equally important as the customer. The DIAD allows the driver remap buttons to best fit their workflow. It uses an innovative machine learning system to give the driver suggestions to make their route more efficient at the end of each shift, with the choice to apply them for the next day, or manually edit his route. The route will update the order of the list in real time if the driver deviates from the default route while still making sure all the packages are delivered on time instead of holding the driver to a specific route. The DIAD’s UI features “softkeys” at the bottom of the screen for functions the driver frequently uses.

In addition, the “self-learning” UI checks for any special delivery requests left by the customer and determines the best building-specific delivery location options. For example, if a driver is delivering to a hospital, and the customer specified: “please deliver to the nurse’s station on the third floor,” the option for the main smart button will read “nurse’s station.” The remaining options would include; loading dock, front desk, security, and main office.

The UI will make the most frequently used option for that stop the main option even if there is no note from the customer. There is no longer any need for drivers to second guess themselves. Altogether, the DIAD’s UI learns from the driver instead of limiting him. The DIAD evolves on its own to ensure prompt deliveries and the highest level of customer satisfaction.