A better way to deliver

An intuitive, mobile-first experience designed to scale small businesses.

Role

Strategic service blueprint

Fostered loyalty among small businesses and consumers, to outpace competitors and bypass platform middlemen.

Core insights and unifying strategy

Identified key insights to envision a platform that simplifies the experience for both small and medium-sized businesses.

Primary research

Performed extensive research to map out over 50 product capabilities into a cohesive experience.

Design system and creative execution

Leveraged a design system to deliver rapid iteration, native component integrations and a brand-consistent experience.

Agile implementation methodology

Adopted a SAFe Agile framework, streamlining the integrated delivery and development process from concept to launch.

Experience and channel strategy

Capitalised on high smartphone penetration to deliver effortless task completion, driving loyalty and adoption.

Performance measurement framework

Measured success through key performance indicators, including app downloads, NPS, and Customer Effort Score.

Global roll out

Exceeded nearly every goal by making the app easier and more satisfying to use, resulting in record downloads.

“You’ve been excellent partners. You were absolutely a part of the UPS team and made us better at every turn.”

- Olga Sulyagina, Vice President, Digital Experience, UPS

The reimagined UPS mobile app surpassed all performance benchmarks. Originally launched as a beta with frequent user-testing, the fully released app achieved widespread adoption and earned high ratings from both businesses and consumers. By exceeding industry standards for satisfaction and ease of use, this collaborative partnership proved that even the largest, most established brands can successfully drive digital transformation.