AO.Com tasked us with streamlining the way delivery crews updated their availability to work and make it easier for AO to distribute work amongst delivery crews.
AO wanted to find a method of simplifying the way they collected delivery crews availability and distribute work. With multiple different out-bases across the UK each with slightly different processes, AO challenged us to unify all out-bases with the same process.
We worked with AO staff and stakeholders to define the product specification - this ensured the product performed based around both the business requirements and user needs. The outcome is a fully integrated system between mobile app and portal that gives AO consistent reporting across all out-bases.
AO Crews needed to have access to the app wherever they are. We used the latest in Progressive Web App technology to ensure the app can be used on any device.
The app and admin portal was designed and developed specifically around AO's requirements. We conducted a series of stakeholder sessions and interviews before beginning the project.
To ensure the app was usable by all, the interface is simplistic with little in the way of nuances. This keeps the cognitive overhead low for easy onboarding.
Understanding the audience of the platform was vital to its success. Without the crews updating their availability for AO HQ to see, the platform was useless. We spent a day out and about with delivery drivers to see what made them tick, pain points and opportunities that we could use to make sure the app was useful and usable for them, both on-the-go or at home.
Through the portal, AO admin's can manage, communicate, update and distribute work to delivery crews with just a few clicks. With regional separation for admins to only see the crews that matter to them, the system is dynamic to give AO flexibility for different scenarios.