SNAP! Courier wanted to expand its business but was limited by inefficiencies and prohibitive monthly licensing fees from the ready-made software it had been using for daily operations. In order to grow, the company needed to implement custom software that met the exact needs of its fast-paced business.
Thinkship worked with SNAP! to create a tool that addressed the complexities involved in the company's day-to-day operations — multiple user roles, split-second decision making, and the unpredictable environment for bike couriers. By developing software with these issues in mind, each step of SNAP's workflow would improve, and the company would be able to optimize the logistics process for dispatchers, couriers, and restaurant staff.
Understanding SNAP’s unique needs
SNAP! and Thinkship had worked together on a previous project in the food delivery space — Thinkship had to integrate a food delivery app with SNAP’s previous logistics system. Recognizing their system was out of date, inefficient, and expensive, the founders of SNAP! approached Thinkship to design and build a custom logistics tool specific to their unique needs.
Thinkship began the discovery process by meeting with the founders of SNAP! to discuss their goals and analyze any pain points they had experienced with their previous software. To understand how couriers interacted with the former system, the UX team at Thinkship equipped a courier with a video camera, which recorded his entire work day.
The video footage allowed the development team to learn how couriers engage with their immediate environment and see the challenges that come with navigating the city on a bike. With this knowledge, Thinkship was able to move forward with the rest of the design process.