Order Tracking System

Rebuilding parcel tracking for 2M+ daily visits — across three platforms that each told the customer a different story.

Role
Lead Product Designer
Scale
2M+ daily visits
Platforms
Android · iOS · Web
Duration
3 months

2M+ visits a day. One question.

If you've ordered from Amazon, Flipkart, Myntra or Meesho, Delhivery has probably carried a parcel to your door. The order belongs to the brand. The wait belongs to us.

Where is my package?

A festive gift, 50 km from home, sitting still for days.

All the page could say:

In transit

Last scanned at the hub · 3 days ago

Every silence becomes a ticket

Five messages. Zero answers.

Each stock reply bought another follow-up. Support had nothing better to send — no readable view of what came next, only the last scan.

Paraphrased from real escalations.

Customer · Day 1

Where is my package? It's been in transit since Monday.

Support · Day 1

Your shipment is in transit and will be delivered soon.

Customer · Day 2

Same status as yesterday. Last scanned in Mumbai.

Support · Day 2

There's been an uncontrollable delay. We regret the inconvenience.

Customer · Day 3

That tells me nothing. When will it actually arrive?

Escalated
One parcel, three storiesThe same delivered parcel — on delhivery.com, direct.delhivery.com and the app.

  • Delhivery app

    The Delhivery app: a status header and a vertical timeline

  • direct.delhivery.com

    direct.delhivery.com: a centred order card with address, delivery and payment details

  • delhivery.com

    delhivery.com: a dark navigation bar, a tracking summary and a large promotional banner
A date that keeps movingWorse than a late one — especially on a high-value parcel.
Jun
5678910
5 JunArriving in 2 days
6 JunArriving in 4 days
7 JunAnxiety
Day checkedDate promisedOff the chart

We knew more than we said

Tracking was built on the last scan, so it only ever reported the past. What would happen next was already in our systems, but it never reached the screen.

  1. What the customer saw

    In transit, with an uncontrollable delay

    What our systems knew

    The truck was 130 km from Bangalore. Delivery was likely the next day.

  2. What the customer saw

    Last scanned at Vadodara. Delivery by 27 Oct.

    What our systems knew

    Expected in Goa by 25 Oct, two days before the date we showed.

  3. What the customer saw

    A route from Delhi to Vadodara

    What our systems knew

    A Vadodara to Goa parcel. Delhi was only where the order was manifested.

Tracking only ever looked backwards.

It told people where their parcel had been, and never what would happen next. Every silence turned into a follow-up.

  • The customer

    Refreshing the same status, with no idea what comes next.

  • The support agent

    Reading raw scans, sending stock replies.

  • The brand

    Taking the blame for a wait it can't see.

Fewer tickets. More trust.

Cut the ticket count

Most tickets ask one thing: where is my package, and when will it arrive?

Earn trust through clarity

It's never just a package. It's

  • a hope
  • a pride
  • a long-awaited watch
  • a book

It's an emotion — so share every detail, and earn that trust.

Three conversations reframed the problem.

With my alter ego

Alter ego

Do we even need a new tracking system? Can't we just handle tickets better?

Me

I don't want users reaching the ticket page at all. Trust has to be won on the tracking page itself.

Alter ego

Why can't the current design earn that trust?

Me

It looks fine when everything goes right. The moment there's a delay it gives you nothing — and web and app don't even match.

A system-level revamp is needed.

With customer service

People reach CS when things go wrong — that's where the real failure modes live.

  • Orders delayed
  • Fake remark from the field executive
  • Longer TAT than expected
  • Where is my package?
  • Package damaged

Design for the happy flow — and for the moment it breaks.

With our customers

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7

The first five: “I don't have any problem.” What?

“The FE says he'll reach in 2–3 hours. I wait, and I can't plan anything for those 2–3 hours.”

Customer 6

“For a high-value order I check the app constantly, but I see the same information all day.”

Customer 7

Reduce anxiety. Earn trust through clarity.

The map nobody wanted

Couriers

  • DHL
  • Bluedart
  • India Post

Consumer apps

  • Swiggy
  • Zomato
  • Amazon
  • Flipkart

  1. The pattern

    In quick commerce, the map is a pillar of trust. You always know where your order is.

  2. The question

    Could a courier app carry a map — for the whole journey, not just the last mile?

  3. Instant rejection

    Not feasible. Too much effort for the return. Three versions proposed; the map turned down.

  4. A month later

    I was asked to build the entire flow with a map view.

7 days in Goa

My manager and I spent a week at our Goa head office, built entirely around the tracking page — with CS to find the underlying problems, and operations to learn what could live on the map.

  • CS team
  • Operations
  • Data-driven decisions

Iteration

Placeholder

The iteration story goes here — how the design changed between rounds.

Built from three parts

Macro view — hub nodes joined by straight lines across the journey

The map

Two views, depending on how close the parcel is.

The tracking card

Two segments, scannable in a glance.

The tracking card, isolated from the screen

Hover to see the decisions

  • Pickup dateIf a shipper is slow to hand the parcel over, that delay shouldn't read as ours.
  • The answer, in one scanDate in bold, days remaining right beside it.
  • Consignee and contentWho it's for, and what's inside.
  • AWBTap and hold to copy.
The timeline, isolated — a vertical bar reading how much of the journey is done

The timeline

The whole story, in seconds.

  • The bar is alive

    It fills as the journey moves — and turns yellow exactly where a parcel ran late.

  • Only what still matters

    Where it was, where it is, where it's heading — with the distance left.

Assembled

Map, card and timeline in one screen. One scroll, and the customer never has to ask where their package is.

  • The map
  • The tracking card
  • The timeline
The full tracking screen, with the map, tracking card and timeline in place

Six states, one answer

The C2C journey end to end. Each state answers the same question with a little more certainty.

  1. Order placed — tracking screen

    Order placed

    Expected pickup date, set before anything moves.

  2. Out for pickup — tracking screen

    Out for pickup

    Picking up today, executive one tap away.

  3. On the way — tracking screen

    On the way

    Delivery date in bold, days left beside it.

  4. Nearly there — tracking screen

    Nearly there

    Left the facility — distance and next stop.

  5. Out for delivery — tracking screen

    Out for delivery

    Arriving today, live executive location.

  6. Delivered — tracking screen

    Delivered

    Closed out, two days early.

Two journeys, same surfaces

C2C starts with a pickup. B2C starts with a seller. Only the first promise changes.

B2C — Seller is preparing
B2CSeller is preparing
B2C — On the way
B2COn the way
Delay state, with the late stretch of the timeline turned yellow

Built for when it goes wrong

The happy flow was never the hard part. Every edge case needed its own state — on the same three surfaces.

  • Delay
  • Lost
  • Weight mismatch
  • Incomplete payment
  • Returns
  • Refunds
  • Reattempts
  • OTP

Where is my package?

The question that drove most of our support volume now answers itself on the page.

50%reduction in ticket creation
Before
After
Tickets created, relative to before the redesign.

More work