Uzum Courier
Last-Mile Delivery Solution
Built a courier app to streamline delivery routes and provide real-time updates, ensuring smooth operations during each shift.
Implemented features for warehouse item collection, route adjustment, and client payment processing
The Uzum Market courier app supports the entire delivery process — from starting system-generated routes and collecting orders at storage points to managing route sequences, viewing customer addresses, processing replacements, and accepting payments.
My role involved moderating test launches, analyzing app performance and user behavior, and delivering reports and hypotheses based on real-world testing.
Postpaid Order Payment Flow
Following a series of user interviews and customer questionnaires, we identified a key pain point in the courier workflow: accepting payment for postpaid orders directly at the customer's location. This issue was especially relevant for improving the end-to-end delivery experience and minimizing failed transactions.
In response, I designed a new in-app payment feature that enables couriers to securely collect cash or confirm card payments upon delivery. The flow was prototyped and tested through usability sessions with active couriers, focusing on clarity, speed, and minimizing errors in high-pressure situations.
The new functionality guided couriers step-by-step through the payment process, displaying the exact amount due, payment method, and delivery summary. This ensured a seamless handoff at the customer's door and reduced reliance on support teams. The feature significantly improved courier confidence and customer satisfaction at the final touchpoint of the delivery.
Courier Onboarding Experience
After conducting an in-depth analysis of courier workflows, we identified a critical gap in the onboarding experience—new couriers lacked sufficient training materials to fully understand how to operate the app and manage real-life delivery scenarios.
To address this, I proposed and designed an onboarding flow integrated directly into the app, featuring educational content and an interactive Figma-based prototype. This simulation allowed new couriers to go through a mock delivery shift, helping them get acquainted with key app functionalities and common work situations before starting their first day on the job.
Building the prototype in Figma allowed the team to test and refine the experience without involving engineers at the initial stage, conserving development resources and improving overall team performance. The feature received immediate positive feedback: new couriers began shifts with greater confidence, fewer errors, and reduced need for additional support.
