CONTEXT
At a leading logistics firm, I co-led the on-ground operationalisation of a Service Design initiative focused on enhancing the experience of Last-mile Delivery riders.

METHODOLOGY
Through extensive field research and shadowing, I gained first-hand insights into the challenges faced by delivery personnel in India's diverse urban and rural landscapes. We travelled across 3 regions in India (13 cities within a span of 1 month).

OUTCOMES
The project identified critical pain points in routing, package handling, space design inter-relationship of Team leads with delivery riders and customer interaction that affected both rider satisfaction and delivery efficiency.

By implementing targeted service improvements and digital tools, we created a more supportive ecosystem for riders while optimizing delivery operations.

IMPACT
The pilot interventions resulted in measurable enhancements in delivery success, reduced return rates which enhanced the last-mile rider's employee experience.

The project is protected under a Non-Disclosure Agreement. Contact me to know more.