FedEx: ROXO

From Unhappy Paths to Happy Clients

FedEx’s Autonomous Delivery Bot (Roxo) Connects Customers (brands) and Consumers (you and I) with Faster Delivery.

Roxo was specifically designed as a reliable, autonomous last-mile delivery solution that can deliver to a customer's door, including climbing the curb, traveling up the sidewalk and climbing deep terrace steps. 

While additional testing is being planned, our targeting customer use cases were focused on auto parts, pizza delivery, home improvement, general merchandise and groceries.

FedEx asked for help identifying and remedying exception (unhappy) paths. Through the exercise of solving for these exception paths, my team discovered some gaps in their end-to-end ideal experience. We quickly pivoted to help reimagine the experience for all involved parties and to fill these gaps.

After identifying the gaps in their process, we established two complete ideal flows—one as a guiding north star and one that reflected their current limitations.

To supplement those flows, we reimagined site maps and wireframes to bring the required features and functionality into view and allowed for structural exploration and testing to illustrate what the experience could look like for all 3 audiences (customers, consumers, and fleet).

This early work established a strong foundation for a better and more complete experience for users and it will equip FedEx with ideas and guard rails as they make decisions to get ROXO ready to autonomously deliver goods.

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