Gophr Work Release Version 2.1.20170531

What’s new in this updated version of the app for couriers:

  • Multi-jobs will now allow you confirm all parcels at pickup in one go, instead of having to confirm each one individually.

  • Google has changed the way login is shared with other applications so if you use this option with us you will need this version to keep using the app.

  • Job contact buttons are bigger to make them easier to tap on.

  • We’ve changed the way cancellation requests are managed so you won’t need to log out / in when there’s been a mistake.

 

Additional improvements we have included for you because we’re nice:

  • The notifications are now processed correctly when the app is on screen.

  • The waiting charges functionality is now being initialised properly.

  • We’ve fixed a bug that didn’t save you name correctly on the profile details.

  • And finally, we’ve added a few other improvements on the system to make it slick and faster.

 

Gophr Work Release Version 2.1.20170505

What’s new in this updated version of the app for couriers:

  • We’ve replaced the office phone call with the live chat contact on the cancellation request, to make everyone’s lives easier.

  • On the waiting time window, you can now submit address changes and add extra notes for outstanding waiting times, which makes it easier to track inconvenient situations and keep a better communication.

  • We’ve added the booker’s contact information on the job (when available) to help you sort out any issues faster and with the right person at any step of the way.

 

Additional improvements we have included for you because we’re nice:

  • We’ve fixed a bug that didn’t save you name on the live chat service making us guess who we were talking to.

  • And finally, we’ve added a few other improvements on the system to make it slick and faster

 

Gophr Work Release Version 2.1.20170424

What’s new in this updated version of the app for couriers:

  • As requested by you and some of our customers as well we now have independent food settings so you can which special jobs you want to receive or not.

  • We are now introducing a live chat support for couriers inside the app, to make it easier to get help or report any issue.

  • Improvements on the courier to customer contact now enable you to know which numbers are available at each job location.

  • The waiting reasons will now require notes if an incorrect address is provided so we can double check and better communicate to the customer any delays.

Additional improvements we have included for you because we’re nice:

  • Added support for the newest job priorities enabled for some of our partner customers.

  • Major system and library updates to improve the quality of our apps.

  • Fixed the display error observed when logging in with social media.

  • We got rid of some errors related to image file uploads.

  • Some tracking was added to help us understand better the use of the app and how to help you when any issue occurs.

 

How to gather valuable user insights to drive product innovation

Gophr is a marketplace made up of two sides: couriers and customers: supply and demand. Startups working in the on-demand delivery sector tend to be well funded enough that they only tend to think about keeping one side of the equation happy; the customers.

Although we haven’t raised an insubstantial amount of cash, unlike some of our competitors we haven’t had enough to subsidise paying riders and drivers to be on standby. This has forced us to think about how we can deliver value to both sides of the customer/courier equation. Thankfully the traditional B2B courier space hasn’t generally done a terrific job when it comes to taking care of their couriers either.

To get an edge on our competition we knew we had to make feedback loops an absolute cornerstone of our approach.

What we’d discovered after a year of doing courier and customer interviews – before we’d even written our first line of code – drove this thinking.

We spoke to customers who had companies of all shapes and sizes to understand what it was they found frustrating about dealing with couriers.

And on the other side of the equation, we interviewed lots of couriers to understand what it was that they loved (and hated) about their work to see how we could improve their day-to-day experience.

This set out the overall direction and vision for the problems Gophr would solve on both sides of the equation.  However we also wanted to make sure we had plenty of opportunities to understand whether we were on the right track. This meant building lots of feedback channels to increase our chances of being exposed to insights that would drive product and service improvement.

Today we have a number of different channels through which customer and courier feedback is gathered. It comes into what is effectively Gophr’s central nervous system – Slack (more on how we use Slack here).

I’ve placed them all in one handy list:

  • Customer messenger chats or phonecalls: Intercom (or any other CRM system) is great for this. Both in terms of getting feedback  there and then through live chat or automatically prompting users to give you feedback via email. We tend to do this after thanking them for booking regularly. It’s a surprisingly great way to get nice responses. And again, having actual conversations with customers is a great way to get some deep insights into the product.
  • NPS: we use an app called AskNicely, it’s pretty expensive for what it is but we’re kind of locked in given the data we’ve gathered to date. Personally if I were to start over I’d just use an automated email with the ‘Pro’ version of Typeform. Cheaper and more or less does the same thing.
  • In-app feedback: easy one. This mainly comes in when a job is done, whether its been delivered or cancelled.  If a customer cancels we want to know why. Similarly, if a courier is given a low rating we want to be able to act on it
  • Google reviews: Pretty obvious, there for all the world to see
  • Trustpilot reviews: See Google reviews above
  • Courier chats: Either face to face or via messages. We’re very courier focused and they are brilliant for telling us whether there are any bugs or where we should go next. We’ve set up a private Facebook group for this too.

Once gathered the feedback is either dropped unfiltered as an idea in its own right, or it sparks an idea which is then shared with the team. Over time we’ll find that the same idea keeps coming back, or ideas start to group together as themes or projects.

Over time these layers of ideas can build up into one ultimate solution, or can spark an entirely brand new approach to solving the problem.

These new approaches tend to be of the ‘silver-bullet’ kind in that they kill many different problems with a simple or elegant solution. As opposed to a collection of ideas which can be quite big in scope.

The sheer number of channels we have for gathering feedback gives us a very good idea of what jobs need to be prioritised next. Given that we are still a small team it’s also useful to have this additional layer of guidance. It helps to keep us focused even when it’s a struggle to prioritise at times (it all seems so damn vital!).

I’d say the single biggest barometer of whether we are doing a good job are our NPS scores. They’ve never been lower than over twice the industry average for the parcel delivery sector (26) at any time (yes, including Christmas). The highest they’ve ever been is over three times that much (78.8). We’re aiming to permanently stay over that number for 3+ months at a time as we move forward. We’ll keep you posted on how we get on with that ambition.

So here are some real-world examples of the stuff this feedback has produced:

  • Gophr courier app, specifically:
    • user interface
    • manifest (how the jobs are displayed and in what order)
    • dynamically rearranging the manifest based on location and time deadlines
    • ETA’s
    • sign-off screens
    • map functionality
  • Gophr customer webapp:
    • UI
    • Team functions
    • Live tracking
    • Multi-drops
    • Printing address labels (thanks Lovefone)

As ever, if you have any questions do hit us up in the comments section/tweet/live chat us and we’ll be more than happy to help in any way we can.

 

Multi d-d-d-DROPS! How and why we made them, and how to book them

Apart from the a handful of messages we’ve received about a few of our couriers, no one ever finds logistics sexy.

If you are expecting me to change your mind with this blog post, please prepare to be disappointed. Nonetheless, we are super proud of what we’ve managed to achieve with our latest feature rollout. This thing touched nearly every facet of our product line. Our customer mobile app remains unchanged as our webapp bookings still dwarf our mobile app bookings so it always takes priority.

The whole project took about 12 weeks to complete and necessitated a complete restructure of how our backend works, as well as webapp UI and courier app UI.

So what are multi-drops and why are they such a big deal?

Basically, multi drops are the ability to book one courier to go to one pick up to gather lots of packages to be dropped at multiple delivery points – hence ‘multi-drops’ (also applies to multiple pick-ups going to one delivery point). This leads to more efficiency and therefore a cheaper price for the customer.

Our entire backend platform was geared toward optimising for single jobs, both at the point at which they are assigned as well as when they are in progress (more on that here). Having this set up means the system is set up for fluidity. So dropping a daisy chain of multiple pick ups and drops as part of one job is a little like running a set of train tracks over some sand dunes. In other words; hard.

Added to this, we had only ever designed our booking process for one job at a time. And because we don’t have controllers to manually sort out the most optimal routes for any given run, all this needed to be handled during the booking process itself, adding another layer of complexity.

So we needed to completely rethink the user interface whilst making other improvements we’d been meaning to do for some time.

So why did we do it?

  1. It was one of the only aspects of our service where we still couldn’t compete with traditional courier companies
  2. We were getting a lot of requests from existing clients for this feature
  3. Because of 1 and 2 there’s no way we could get to the kind of volumes we want to unless we actually sorted it out

So how does it work?

A big downside of our previous UI was users could only receive a quote at the very end of the booking process when they’d entered all the details of the job they were booking.

We’ve now improved this by providing a quote as soon as the first pick up and delivery points are submitted. And you can keep submitting pick up and delivery points before optimising the route to get the best possible price. Only at that point do we ask for contact and consignment details.

The rest of it works more or less the way it used to. Now that I’ve written that last (and very short) paragraph out I’m wondering how we managed to make something so complex look so simple (it wasn’t). Such is the beauty of software development.

If you have any questions about this (not related to backend and routing etc, secret sauce and all that 😉 do let me know in the comments or get in touch at yo@gophr.com

 

Gophr Work Release Version 2.1.20170303

What’s new in this updated version of the app for couriers:

  • When changing a job status fails, it should let you retry with success the next time instead of failing repeatedly, which was completely annoying.
  • Added explicit numeric package sizes (in CM) alongside the text descriptions to make it easier for you to figure out what you should be picking up.
  • The waiting time is now controlled with a slider which makes it much easier to use and less error prone since it’s colour coded when the charges are being applied.
  • New job notifications will scroll the list up to the beginning of the page to make it easier and faster for you to check what’s coming your way.
  • Due to documentation and availability restrictions, as of now switching vehicle types on the app requires our explicit approval so you’d have to contact us to do this for you if needed be.

Additional improvements we have included for you because we’re nice:

  • Fixed an issue when checking if the registration number was added to the profile of motorbike and van profiles.
  • Improvements to the map management and calculating distances taking into account the GPS accuracy.
  • Timed-out notifications should now disappear without much delay to avoid the disappointment of trying to accept a job that’s no longer available.
  • Removed some cryptic error messages generated due to connectivity or missing location updates.
  • Some system improvements behind the scenes to keep our technology up to date with the latest platform upgrades.
 

LIVE REPORTING & JOB HISTORY

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LIVE REPORTING & JOB HISTORY

Within the JOB HISTORY section you can find all the details pertaining to your job including what time the courier arrived at the pick up point, picked up your parcel as well as arrival at drop off times. The courier also shares additional information such as who it was left with, their signature and what part of the building it was dropped off at. You can even ask for a photo to be taken at drop off for additional security.

All of this information is shared with you in real-time as soon as a job is completed.

 

TRACK YOUR DELIVERY, HAVE MORE CONTROL

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TRACK YOUR DELIVERY, HAVE MORE CONTROL

Once live, every job booked is tracked in real-time in the ACTIVE JOBS section. Once selected, each active job will show you your jobs current status. You get access to your couriers route including all pick ups and drops, with ETA’s for each as well as his name, contact telephone number and a photograph. You can share a secure tracking link with anyone else who may find the information useful too.

 

CHEAPER, FASTER, GREENER

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CHEAPER, FASTER, GREENER

During the booking process it’s important to define the individual package or consignment size and weight as accurately as possible. Based on this our booking engine will automatically quote for the cheapest vehicle option.

Once booked, our system will assign the most optimal vehicle for your job based on its into stated capacity and current load. This ensures that we send the right vehicle every time.

 

SIMPLE, QUICK, RELIABLE BOOKING

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SIMPLE, QUICK, RELIABLE BOOKING

Designed with simplicity and speed in mind we built our user interface to make it as familiar as possible to use. Based on Google Maps, searching by company name or street name and number gives highly accurate results.

From there you can also input multiple addresses for pick ups or deliveries before optimising your route to get the best possible price for your delivery.