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Challenges:

GLS had received complaints from employees regarding the weight and functionality of their existing scanning devices. Compounding this, the devices were nearing the end of their support lifecycle, prompting GLS to seek the development of a new app with improved features. While GLS possessed an in-house backend development team, they recognized the need for a new experience design to enhance customer value and streamline operations. Consequently, they were looking for a partner in the design and frontend development domains.

Solutions:

Monstarlab collaborated with GLS to conduct workshops (innovation sprints) to organize information that would enable drivers to make deliveries more quickly and efficiently. Recognizing the importance of a comfortable app user experience for drivers, a prototype was prepared by the fifth day of the workshop for drivers to test. Based on this feedback, the final app was developed. For the scanning function, which drivers use very frequently (over 500 times a day), a personalized feature was implemented to allow scanning from a user-friendly position, prioritizing convenience. Additionally, features focused on the speed and efficiency of delivery operations were incorporated, such as a function that provides navigation using the optimal route based on traffic conditions, and a feature that automatically notifies customers of real-time delivery updates via email or SMS.

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Results:

By leveraging the new application, customer experience was enhanced, and the processes for customer service and warehouse operations provided by GLS Denmark were simplified and optimized. Monstarlab has continued to handle maintenance and operation since the development phase. While approximately 200 drivers were using scanning devices at the time of development, the convenience of this application has been recognized, and its use is expected to expand to over 700 drivers in the future. Furthermore, this project was highly regarded, leading to a request from the company's German branch for the development of a customer-facing application, demonstrating Monstarlab's ability to provide support across its global offices.

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