Problem
Burq is a logistics platform that connects businesses in the United States with a nationwide network of delivery drivers to enable fast, on-demand, and scheduled deliveries.
As the company scaled, a growing number of businesses, especially those handling bulk deliveries, began running into a major limitation that our system only supported single-destination deliveries, which led to bigger problems of increased cost, order delays and operational struggles.
Solution
It was clear we needed to think about how Burq will handle multi-stop deliveries. My goal was to design an intuitive and scalable solution allowing businesses to easily add, manage, and optimize multiple stops without unnecessary complexity.
My contribution
User research
Product design
User testing
The team
1× product designer
1x product manager
3× engineers
Year
2024
Process
Understanding the Problem:
Before jumping into the solution, I wanted to completely understand the problem. That meant diving deep with those directly impacted:
So, I interviewed 6 business owners and 7 providers to understand what the challenges are and what they need precisely, then I synced with our Dev team to understand the constraints in our existing system.
After all the interviews, observations and data analysis, I was able to finalize the user needs which are as below;
User Flow
I started working to develop a flow that aligns with the existing flow and brought out to a very simple one as it did not alter any of the existing functionality.
Wireframes
After discussing the flow with the PM and Devs, I began with low-fidelity wireframes to map out core functionalities. I created 4 options but the one closest to the existing UI was picked, keeping in mind Jakob's Law of familiarity. The functionalities were:
1. Users could dynamically add multiple stops within the order creation flow.
2. The system would auto-optimize the stop sequence while allowing manual edits.
3. A live tracking feature would provide visibility into delivery progress.
High Fidelity Design
From there, I refined these into high-fidelity prototypes for usability testing. I followed all the brand guidelines and kept the UI as simple as possible.
Iteration
After sharing the prototype with the users, I received feedback that adding and changing stops felt clunky. To solve that, I introduced the drag-and-drop functionality, which improved the usability, and users loved it.
Outcome
Business & Operational Gains
- 30% increase in order efficiency – Businesses saved time by placing one multi-stop order instead of multiple separate ones.
- Reduced delivery costs – Optimized routing led to lower mileage and fuel consumption.User Experience Wins
- 80% faster order creation for multi-stop deliveries.
- Improved tracking transparency – Businesses had better visibility over delivery progress.
- Lower order errors – Optimized routes reduced missed or delayed deliveries.
Scalability & Future Potential
- The flexible framework allowed Burq to expand into new markets with bulk delivery needs.
- Laid the foundation for future enhancements, such as real-time route modifications.