Shpock Delivery Integration

Shpock Delivery Integration: A UX Case Study
In collaboration with Parcel2Go, I led a strategic redesign to expand Shpock's marketplace capabilities through seamless delivery service integration. This transformation evolved the platform beyond its local pickup-only limitations, enabling users to purchase items from significantly greater distances. The integration not only enhanced transaction potential but fundamentally transformed Shpock from a regionally-restricted marketplace into a comprehensive e-commerce platform with nationwide accessibility, substantially improving the overall user experience.
Overview
Potential award-winning integration
Proposed merger of Parcel2Go technology with Shpock marketplace
Strategic design opportunity
Invited to lead design strategy for Shpock's delivery experience
Projected results
Estimated 30%+ increase in transaction completion potential
Cross-functional collaboration
Coordinating teams across 3 countries over proposed 6-month timeline
The Challenge
Geographic limitations
Users restricted to local-only transactions due to pickup requirement
Market penetration barriers
70% of potential buyers abandon purchases beyond 5-mile radius
Competitive disadvantage
Rival marketplaces offer nationwide shipping options
Resource constraints
6-month deadline to implement completely new delivery system
Without any delivery service integration, Shpock's pickup-only model severely limited market reach, preventing users from purchasing items outside their immediate geographic area and significantly constraining the platform's growth potential.
Strategic Approach
Research & Analysis
Conducted competitive analysis of 8 marketplace delivery solutions to identify best practices and opportunities for innovation.
Journey Mapping
Created detailed user journey maps highlighting critical pain points in the existing checkout flow that needed addressing.
Design Principles
Established 5 core design principles to guide solution development, ensuring consistency and quality throughout the project.
Modular Design System
Implemented scalable design components that would function effectively across all platforms while maintaining visual coherence.
My Role
Team Leadership
Directed team of 4 UX designers and 2 UI designers throughout the project lifecycle
Stakeholder Management
Facilitated workshops and presented to C-suite executives to secure buy-in
Technical Collaboration
Worked directly with Parcel2Go team on API integration requirements
Mentorship
Guided junior designers on implementing the design system effectively
As Experience Design Director, I balanced strategic leadership with hands-on guidance, ensuring project success while developing team capabilities.
Design Process & Methodology
1
Discovery & Research
15 user interviews conducted
500+ customer support tickets analysed
Competitive analysis completed
2
Ideation & Wireframing
Low-fidelity wireframes created
Stakeholder feedback sessions
Journey mapping workshops
3
Prototyping & Testing
Interactive prototypes developed
3 rounds of usability testing
25 test participants
4
Implementation & Refinement
45 reusable components created
2-week Agile sprint cycles
Regular design critiques
UI Samples
Anticipated Results & Impact
32%
Projected Completion
Anticipated increase in transaction completion rates
47%
Support Efficiency
Expected reduction in delivery-related support tickets
28%
Satisfaction Target
Projected improvement in user satisfaction scores
4.2/5
Rating Goal
Up from current 3.7/5 average rating
Shpock is now looking to partner with myself and Parcel2Go to lead their delivery infrastructure development, plan the UI implementation, and optimize customer and user workflows. This strategic collaboration aims to extend Shpock's marketplace capabilities across multiple European markets.
Lessons & Reflections
Technical vs. User Needs
Finding the balance between API limitations and user expectations taught me to prioritise critical user flows while managing technical debt strategically.
Stakeholder Alignment
Early and continuous stakeholder involvement prevented scope creep and ensured business objectives remained aligned with user needs throughout the project.
Testing in Context
Contextual user testing revealed unexpected user behaviours that wouldn't have been discovered through traditional testing, significantly improving the final solution.
Leadership Growth
Managing this complex integration strengthened my ability to lead cross-functional teams and communicate design decisions effectively at executive levels.
Curious to learn more about me?
Dive deeper into my design philosophy, creative process, and UX insights on my personal website unknown link. There you'll find case studies, thought leadership articles, and a behind-the-scenes look at how I approach experience design challenges.
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