Case study / 2026

Tesco, delivery driver experience.

Eliminating paper delivery notes across Tesco's delivery operations through smarter trip planning and a fully digital driver experience, saving £400k annually.

  • Retail & logistics
  • Field studies
  • UX design

Role: Lead UX Designer
Company: Tesco
Outcome: Paper delivery notes eliminated, £400k annual saving
Status: Live

Slide 2

Context

Let's talk about delivery process

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How it works now

It's very dependent on paperwork

Slide 4

How it works now

Customer Delivery Note

Slide 5

How it works now

Customer Delivery Note

Slide 6

How it works now

TC75 driver device

Slide 7

How it works now

TC75 driver device

Slide 8

How it works now

Smart Delivery System

Slide 9

How it works now

SDS app

Slide 10

Digitalisation

Eliminating paper-based inefficiencies

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New initiative

Electronic delivery note sent to customer email

Slide 12

eCDN

What would it mean for our colleagues?

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Objective

Digitalise delivery note and optimise SDS app

Digitalise customer delivery note (CDN) and optimise SDS app user experience in order to make the delivery process for Tesco Colleagues seamless and more efficient

Slide 14

User testing

Colchester and Basildon Superstores

Slide 15

Research

We interviewed

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Slide 17

Shadowing

How we did it

We came early morning to observe a first wave preparation and see a driver starting a day, picking paper-work, doing vehicle checks.

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Shadowing

How we did it

I joined the driver in a van and acted as an observer only. I didn't interfere with the drivers not to change the way they behave in natural circumstances.

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Shadowing

How we did it

We got back to the store where I had a chance to ask a driver finalising question and observe a driver preparing to a next wave.

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User groups

Identified key user groups

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Synthesis

We organised findings into groups

Slide 22

Synthesis

Created journey maps to highlight all existing problems and identify opportunities for improvements

Slide 23

Synthesis

Designed service blueprint to understand how the customer experiences a task or service and identify key improvement areas

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Synthesis

Identified key improvement areas

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Slide 26

Sketching

Trip overview

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Sketching

Order overview

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Sketching

Products tab

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Slide 30

Design

Trip overview

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Design

Delivery screen, overview tab

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Design

Delivery screen, overview tab

Slide 33

Design

Delivery screen, products tab

Slide 34

Design

Screens in backlog

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Rollout

eCDN key milestones

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