Fleet Management
To foster a vision of future for the activity of couriers in the Zé Delivery ecosystem, we received the objective to design a long-vision roadmap based on success metrics and impact on the company’s value proposition. Our challenge was to connect all the dots between the final product and to who would deliver it, considering all the touchpoints: onboarding, receiving a order, delivering and getting paid.
Diverging
Proccess
Understand the legacy
• Understand past activities
• Connect initiatives with objetive
• Relationship between Couriers and Sellers
• Opportunity solution tree
Define a method
• Bibliography selection
• Third party logistics x fourth part logistics (3PL x 4PL)
• Logistics Service Pyramid
• Pillars to achieve knowledge
Gather data
• Field research
• Stakeholders interview
• Quantitative researches
• Pillars to achieve knowledge
• Final analysis
Iterate on objectives
• Couriers main targets
• Seller main targets
• Quantitative researches
• Opportunity overview
• Problem statement
Modeling a service Blueprint considering the relationship between Couriers and Sellers
Initiatives overview x objectives, showing that we were walking in 'circles', and defining pillars of acting, based on Martin Christopher bibliography.
Field research
Taking notes and validating situations based on the 4 pillars of acting: Visibility, Sizing, Cost and Acquisition /Retention.
Stakeholders interviews
Following the plan on validate the 4 pillars of acting, we made a round of conversation with Local Key Accounts (leadership and senior levels) and Last Mile Supervisors. Those interviews generated a full list of inputs to move forward onto the research with Couriers and Sellers.
Quantitative interviews
We published a research for the Couriers and Sellers, via inbox and Whastapp. With data from both sides, we could deliver insights based on statistics.
Acquisition and Retention (%)
Visibility (%)
Sizing and flexibility (%)
Cost (%)
Converging
Proccess
Generate Inputs
• Cross-data
• Opportunities
• Objectives
• Opportunity solution tree
Define Value Proposition
• Who and Why
• Mission
• Problem Statement
• Stakeholder alignment
Ideate
• 4 pillars overview
• Assemble target
• Fishbone method
• Voting on outcomes
Roadmap Delivery
• Classifying opportunities
• Fleet Management Matrix
• Effort x Value scoring
• Now / Next / Later roadmap
Converting Statistic Data to Objectives
With a clear view on the ecosystem pains, we could separate the subjects in four common objectives, sorted by relevance on it own context.
To define our mission, we invited stakeholders and different teams to set up our problem statement.
Time to ideate! There is no right or wrong, it's tame to bring a lot of ideas!
X-Ray of our ecosystem, draw in a form of diagram, witch relay impacts and give a clear sight where / when we want to outcome with results.
We're getting there - prioritizing activities based on Effort x Value dynamic, with enginnering team and product managers
This is it. A Now-Next-Later roadmap, considering last mile metrics and responding to the Fill Rate indicator
Now
Next
Later
It was a long storytelling, so thanks if you reach until here!
