PROBLEM

NAPA’s delivery operations relied heavily on manual, paper-based workflows that had proven reliable over time but offered limited visibility for dispatchers and little flexibility across independently operated stores.

While the business goal was to digitize delivery processes and standardize functionality across locations, the real challenge was more nuanced:
how to introduce a digital system without disrupting workflows that drivers already trusted and depended on for speed and efficiency.

Key constraints included:

• Diverse store ownership models with varying delivery processes

• Strong resistance to new technology among drivers and dispatchers

• High sensitivity to delays or added steps during active routes

• Limited real-time visibility into driver status and delivery progress

The risk was not usability alone, but adoption failure if the solution slowed users down or altered established routines.

RESEARCH

Context & Constraints

At the start of the project, there was limited existing research on user needs or preferences for a delivery application. Business objectives emphasized operational digitization and consistency across stores, but user behavior and workflow realities varied significantly by location.

Because traditional research methods were constrained, the focus shifted to field-based, contextual understanding of the delivery ecosystem.

Research Approach

To ground decisions in real behavior, field studies and user interviews were conducted with both delivery drivers and dispatchers.

Research focused on:

• Observing delivery workflows in real operating conditions

• Understanding how drivers balanced speed, accuracy, and communication

• Identifying moments where dispatchers lacked visibility or context

• Evaluating where digital tools could help or unintentionally hinder efficiency

Special attention was given to users who relied on manual tracking methods and were skeptical of digital alternatives.

Key Insights

Several critical insights emerged:

• Efficiency over novelty: Users prioritized speed and reliability above all else. Any digital solution that added steps or slowed workflows would be rejected.

• Resistance to change: Many drivers and dispatchers—often older and accustomed to manual methods—were reluctant to adopt new tools unless benefits were immediately clear.

• Invisible automation: Users responded more positively to automation that reduced effort without demanding attention or interaction.

• Communication gaps: Dispatchers needed real-time insight into driver status, while drivers needed a simple way to report issues without interrupting their routes.

• Operational variability: A one-size-fits-all solution would fail without flexibility to accommodate different store processes.

These insights shifted the focus away from “digitizing paperwork” and toward designing a system that felt like a natural extension of existing work.

SOLUTION

The solution was designed around a low-friction, automation-first delivery platform that digitized core workflows while preserving the speed and familiarity drivers relied on.

Rather than forcing new behaviors, the experience emphasized:

• Passive, automated tracking of delivery activity

• Minimal required interaction for drivers during routes

• Real-time visibility for dispatchers across drivers and locations

• Standardized functionality that could flex across store ownership models

The goal was not to modernize for appearance, but to remove manual effort while maintaining trust in the process.

RESULTS

Testing sessions and early rollouts produced strong qualitative outcomes:

• Dispatchers were able to track drivers and scheduled deliveries more easily, improving situational awareness across active routes.

• Drivers reported a smoother experience that eliminated the need for clipboards and paper signing without slowing them down.

• Automated status tracking reduced the need for manual updates and check-ins.

• The system was perceived as supportive rather than intrusive, increasing willingness to adopt digital workflows.

Overall, the application successfully improved operational visibility and efficiency without disrupting proven delivery practices.

VALUE

By prioritizing adoption, automation, and minimal cognitive load, the solution balanced business goals with real-world constraints, enabling NAPA to modernize delivery operations while maintaining efficiency, trust, and flexibility across stores.