Client: HD Supply | A Home Depot Company
Duties: User Research, User Testing,
User Experience, User Interface
Role: UX Product Designer | Enhancing
Proof of Delivery
Plan: Improve order tracking history upon
delivery and show a valid receipt.

“Proof of Delivery” (often abbreviated as “POD”) refers to a document or electronic record that confirms a package has been successfully delivered to the customer, typically including details like the recipient’s signature, delivery date and time, and sometimes a photograph of the delivered item at the delivery location; essentially acting as evidence that the customer received their order. 

Pain Points

  1. Manual POD Processes:
    Drivers rely on paper-based signatures, which are prone to loss, damage, or illegibility. This delays reconciliation and increases disputes.
  2. Lack of Real-Time Tracking:
    Customers and support teams lack visibility into delivery status, leading to frequent “Where is my order?” (WISMO) inquiries.
  3. Failed Delivery Disputes:
    Without digital evidence, customers often dispute failed delivery attempts, resulting in revenue loss and increased operational costs.
  4. Inefficient Returns Process:
    Returns due to incorrect or damaged deliveries lack proper documentation, causing delays in refunds and replacements.
  5. Driver Accountability:
    The absence of a digital trail makes it difficult to monitor driver performance or address customer complaints effectively.
Previous POD had a link “POD”
Bad UX pop-up Browser Window

The Results

  1. Reduced Disputes: Digital POD evidence decreased delivery disputes by 40%.
  2. Improved Customer Satisfaction: Real-time tracking and notifications improved NPS scores by 25%.
  3. Operational Efficiency: Automated processes saved 15 hours/week in manual reconciliation.
  4. Enhanced Accountability: Driver performance metrics reduced delivery errors by 30% having real time photos of shipments.
Figma Prototype of POD New Browser Tab Scroll of POD Layout (PDF)