Imrpovments for online Ukranian postal service
Project overview.
Nova Poshta is a leading Ukrainian logistics company serving individuals and businesses. The goal was to improve the courier request flow and enhance address-based delivery tracking by redesigning the mobile application for better usability.
This project was part of a 3-month product design internship, where I contributed to the full redesign of Nova Poshta’s digital client application.
My Role & Collaboration:
As the Product Designer, I played a pivotal role in:
Conducting user research and stakeholder interviews
Running competitor analysis and mapping user pain points
Preparing interview scripts and briefing stakeholders
Prioritizing UX issues based on research findings
Leading usability testing and OOUX improvements
Collaborating with fellow designers to ensure consistency
Delivering actionable insights to inform redesign decisions
3 months
Duration:
Tools:
Figma / Jira
25+
Team:
From Friction to Function
Problem statements
The process of calling a courier is complicated
User can’t cancel or change the arrival time of a courier
User can’t track the location of a package and delivery time
Objective
Create a simple and clear process of calling a courier with the possibility of tracking both the courier and a package
Work Flow
Timeline
OOUX (Object-Oriented UX)
We analysed the existing roles of product users and their interaction, organising these roles based on the OOUX framework. Below is an example of one of these roles:
Business Process Model & Notation (BPMN)
We conducted an analysis of the existing user process in the product ("as-is") and refined it ("to-be"), identifying areas for optimization.
This analysis helped us enhance the user experience and product efficiency.
Appstore Reviews
Based on user feedback, we conducted an analysis of our app to pinpoint the main issues related to requesting a courier and creating a waybill.
This helped us identify the problems that users encounter during these processes and allowed us to concentrate our efforts on resolving them to enhance their overall experience with the app.
The results we obtained through the aforementioned data mapping methods served as the foundation for formulating several hypotheses. Among these, we identified five as the primary ones.
Additionally, as part of our design process, we developed interactive prototypes for the redesigned Nova Poshta client application. These prototypes were designed to showcase the proposed improvements and enhancements.
Hypothesis #1
If we simplify and structure the waybill form into clear steps with helpful cues, users will complete it faster and more accurately, increasing successful submissions.
What we did:
Divided the waybill creation process into stages.
Added date and time selection for courier arrival.
Reorganised text fields for more consistent information filling.
Added the ability to save recipient/sender address.
Enabled address saving and package dimension selection.
Showed a description of additional services at once.
Removed irrelevant information (excluded the "Packaging" service from the "Additional Services" because it is available only at the branch).
Hypothesis #2
If we let senders choose a courier arrival time, this will reduce support calls and minimize last-minute route changes.
What we did:
Introduced the option for senders to choose a convenient delivery time when creating a waybill.
Hypothesis #3
If we visualize delivery stages and show parcel status, users will better understand the process and failed deliveries will decrease
What we did:
Provided a status preview for all delivery stages: request-courier-parcel with the ability to track the entire courier delivery process.
Added a separate status details page with the ability to see the delivery route on the map (the map will show the stages of delivery, not the actual location of the courier).
Hypothesis #4
If we add a visible “Parcel Management” button with context actions, users will find delivery options faster and contact support less.
What we did:
Added a floating "Parcel Management" button for easy access to actions.
Added the "Call courier" action to the parcel management actions.
Next to the status of the "You have been assigned a courier" stage, added the "Change time" button,
Added the courier's contacts and the "Call" button next to the "Courier is on his way to you" status.
Hypothesis #5
If users can confirm or change courier arrival time, more parcels will be delivered successfully and fewer calls will be needed.
What we did:
Added the ability to confirm "Convenient time" to the sender and select "Day of the week" in the time picker,
Offered the recipient to confirm or change the time selected by the system.
In the next phase, we conducted user testing sessions where real users interacted with our prototypes. Feedback from these sessions was mainly positive, validating our design choices and highlighting the positive impact of our user-centric approach. Hypotheses 2 (Time choice for senders) and 4 (Enhanced Parcel Management) performed exceptionally well during testing.
Additionally, thanks to the tests, we gained insights that sparked ideas for improving our design solutions.
Lessons Learned
Collaboration matters
Ongoing communication with the team and stakeholders helped speed up decision-making.Mixed research = deeper insights
Combining interviews and data analysis gave clearer input for hypotheses and redesign.Business process = part of UX
Mapping internal flows revealed bottlenecks and improved both user and operational experience.OOUX helps structure complexity
The method helped define key objects, relationships, and required data for service logic.
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