TRACKING THAT EXPLAINS WHAT HAPPENS NEXT
A PRODUCT AND UX TEARDOWN OF REBUILDING PARCEL TRACKING AROUND CLARITY, TRUST, AND THE NEXT USEFUL ACTION.
CARRIER EVENTS REPORT THE SYSTEM.
GOOD TRACKING EXPLAINS THE DELIVERY.
THE CUSTOMER'S QUESTIONS
01
WHERE IS IT?MAKE THE CURRENT STATE UNMISSABLE.
IS IT ON TIME?TURN DATES INTO A CREDIBLE PROMISE.
WHAT HAPPENED?TRANSLATE EVENTS INTO PLAIN LANGUAGE.
WHAT DO I DO NEXT?PAIR EACH EXCEPTION WITH AN ACTION.
FROM EVENT LOG TO DECISION SURFACE
02
YOUR PARCEL IS
WITH THE DRIVER
DELIVERY IS EXPECTED TODAY. THE DRIVER MAY ARRIVE ANY TIME BEFORE THE END OF THE DAY.
NEXT
WE'LL UPDATE THIS PAGE WHEN DELIVERY IS COMPLETE.
01ORDER READY
02IN TRANSIT
03OUT FOR DELIVERY
04DELIVERED
THE INFORMATION HIERARCHY
03
- 01 / STATE
- WHAT IS TRUE NOW
- 02 / PROMISE
- WHEN THE PARCEL SHOULD ARRIVE
- 03 / CONTEXT
- WHAT THE LATEST EVENT MEANS
- 04 / ACTION
- WHAT THE CUSTOMER CAN DO
- 05 / HISTORY
- HOW THE DELIVERY REACHED THIS POINT
DESIGN THE EXCEPTION, NOT JUST THE HAPPY PATH
04
ROUTINE PROGRESSQUIET CONFIRMATION. NO FALSE URGENCY.
DELAYREVISED EXPECTATION BEFORE GENERIC APOLOGY.
DELIVERY ATTEMPTWHAT HAPPENED. WHAT HAPPENS NEXT.
DELIVERED, NOT FOUNDPROOF, SAFE CHECKS, THEN SUPPORT.
THE PRODUCT PRINCIPLE
05
A STATUS WITHOUT CONTEXT CREATES A SUPPORT QUESTION.
VIEW THE INTERACTION PROTOTYPE↗