Roxo the Autonomous Delivery Bot

Thought leadership and quick pivots

We were hired to identify unhappy paths and how to take those exception events back to a happy path. Along the way, we discovered some foundational elements that needed consideration: how would alerts work, how tracking would work, a ticketing system that would help prioritize issues as they arose, who is responsible to solve issues, who is responsible to own issue awareness communications, and much more.

After identifying these gaps, we quickly pivoted to not only delivering the exception path flows, but also two complete ideal flows–  one as a guiding north star and one that reflected their current limitations.

To supplement those flows and help the product owners imagine what these ideal states could look like, we reconfigured site maps and made wireframes to show what the experience could be for all 3 involved groups- consumers, customers, and fleet.

The work we did will serve as a strong foundation for a better and more complete experience for users and it will equip product owners with ideas and guard rails as they make decisions to get Roxo ready to get on the road. The exception path work would have been meaningless without these foundational contributions and that foundational work will save some major headaches down the line.