Cutting 2M support tickets by rethinking FedEx Delivery Manager
Cutting 2M support tickets by rethinking FedEx Delivery Manager
Redesigning the delivery management experience to reduce operational costs, eliminate missed deliveries, and give customers proactive control.
Redesigning the delivery management experience to reduce operational costs, eliminate missed deliveries, and give customers proactive control.
Redesigning the delivery management experience to reduce operational costs, eliminate missed deliveries, and give customers proactive control.
40%
Reduction in time to complete delivery changes
Reduction in time to complete delivery changes
15%
Decrease in delivery-related support tickets
Decrease in delivery-related support tickets
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ROLE
Senior Product Designer
TEAM
8 designers, 3 PMs
TOOLS
Figma, FigJam, Maze
PLATFORM
Responsive Web
01.
Overview
FedEx Delivery Manager (FDM) is a free service that gives customers more control over their home deliveries. Customers can customize when and where packages are delivered, receive notifications, and leave specific instructions for drivers.
FedEx Delivery Manager (FDM) is a free service that gives customers more control over their home deliveries. Customers can customize when and where packages are delivered, receive notifications, and leave specific instructions for drivers.
I was brought on as the senior product designer to reimagine the FDM dashboard experience; the central hub where customers manage all incoming deliveries, set preferences, and track packages in real time.
The core challenge:
How might we reduce missed deliveries and support requests by giving customers proactive control over their delivery experience?
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02.
So, here's the problem:
Customers lacked visibility and control over their deliveries, leading to frustration and operational costs.
Customers lacked visibility and control over their deliveries, leading to frustration and operational costs.
Customers lacked visibility and control over their deliveries, leading to frustration and operational costs.
34%
of customers missed a delivery in the past 6 months
of customers missed a delivery in the past 6 months
of customers missed a delivery in the past 6 months
2.1M
support tickets related to delivery rescheduling annually
support tickets related to delivery rescheduling annually
support tickets related to delivery rescheduling annually
62%
of users found the existing interface confusing
of users found the existing interface confusing
of users found the existing interface confusing
4 min
average time to complete a simple delivery change
average time to complete a simple delivery change
average time to complete a simple delivery change
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03.
To solve this, some research took place
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
Key Insights
Key Insights
Key Insights
Mental model mismatch
Mental model mismatch
Users think in terms of 'today's deliveries', not tracking numbers. The existing UI was organized around packages, not time.
Users think in terms of 'today's deliveries', not tracking numbers. The existing UI was organized around packages, not time.
→ Restructured IA around a day-based timeline view.
→ Restructured IA around a day-based timeline view.
Mobile-first behavior
Mobile-first behavior
73% of FDM sessions originated from mobile devices, yet the experience was optimized for desktop.
73% of FDM sessions originated from mobile devices, yet the experience was optimized for desktop.
→ Designed mobile-up with a responsive two-column desktop expansion.
→ Designed mobile-up with a responsive two-column desktop expansion.
Notification overload
Notification overload
Users received too many irrelevant notifications, causing them to ignore important updates entirely.
Users received too many irrelevant notifications, causing them to ignore important updates entirely.
→ Introduced smart notification tiers with user-controlled preferences.
→ Introduced smart notification tiers with user-controlled preferences.
04.
There were quite a few challenges that we faced
There were quite a few challenges that we faced
Technical questions about existing system flows had limited documentation
Technical questions about existing system flows had limited documentation
Technical questions about existing system flows had limited documentation
Significant 'blind design' work due to limited context on edge cases
Significant 'blind design' work due to limited context on edge cases
Significant 'blind design' work due to limited context on edge cases
Tight timelines
Tight timelines
Tight timelines
Complex stakeholder landscape across engineering, product, and operations
Complex stakeholder landscape across engineering, product, and operations
Complex stakeholder landscape across engineering, product, and operations
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05.
Then came the design process
Then came the design process
Navigating a complex landscape of engineering, product, and operations stakeholders.
Navigating a complex landscape of engineering, product, and operations stakeholders.
Navigating a complex landscape of engineering, product, and operations stakeholders.
UX evaluation of current system
UX evaluation of current system
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
b. Redesigns based on stakeholder feedback
b. Redesigns based on stakeholder feedback
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
While I can't share all of the materials, I conducted stakeholder interviews, competitive analysis, and leveraged available analytics to ground my design decisions.
Let’s Build Your Website
Tell me about your project and let’s create a fast, modern website together.
06.
Final designs
The redesigned dashboard puts daily deliveries front and center, with streamlined actions for managing each package.
The redesigned dashboard puts daily deliveries front and center, with streamlined actions for managing each package.
The redesigned dashboard puts daily deliveries front and center, with streamlined actions for managing each package.
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04.
Outcomes & impact
These projected metrics were based on benchmarking against similar implementations at UPS and USPS, combined with internal stakeholder validation. Full measurement would occur post-launch through analytics and user feedback loops.
These projected metrics were based on benchmarking against similar implementations at UPS and USPS, combined with internal stakeholder validation. Full measurement would occur post-launch through analytics and user feedback loops.
These projected metrics were based on benchmarking against similar implementations at UPS and USPS, combined with internal stakeholder validation. Full measurement would occur post-launch through analytics and user feedback loops.
40%
Reduction in time to complete delivery changes
Reduction in time to complete delivery changes
Reduction in time to complete delivery changes
28%
Increase in delivery preference adoption
Increase in delivery preference adoption
Increase in delivery preference adoption
15%
Decrease in delivery-related support tickets
Decrease in delivery-related support tickets
Decrease in delivery-related support tickets
Let’s Build Your Website
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07.
Reflection
This project proved that great design under constraints requires strong business acumen, not just craft. Framing every decision in terms of operational cost and customer impact helped me earn trust, secure resources, and ship a redesign that stakeholders rallied behind.
This project proved that great design under constraints requires strong business acumen, not just craft. Framing every decision in terms of operational cost and customer impact helped me earn trust, secure resources, and ship a redesign that stakeholders rallied behind.
This project proved that great design under constraints requires strong business acumen, not just craft. Framing every decision in terms of operational cost and customer impact helped me earn trust, secure resources, and ship a redesign that stakeholders rallied behind.
What I'd do differently:
What I'd do differently:
What I'd do differently:
Push harder for early user testing, even informal guerrilla testing
Push harder for early user testing, even informal guerrilla testing
Push harder for early user testing, even informal guerrilla testing
Establish clearer documentation of technical constraints upfront
Establish clearer documentation of technical constraints upfront
Establish clearer documentation of technical constraints upfront
Document technical constraints upfront to reduce rework and align stakeholders earlier
Document technical constraints upfront to reduce rework and align stakeholders earlier
Document technical constraints upfront to reduce rework and align stakeholders earlier
Let’s Build Your Website
Tell me about your project and let’s create a fast, modern website together.
Booking for Q1 '26
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Ready to drive measurable impact for
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For the past 10 years, I've been helping founders and product teams ship design that moves business metrics
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Projects completed
Booking for Q1 '26
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Ready to drive measurable impact for
your team?
For the past 10 years, I've been helping founders and product teams ship design that moves business metrics
Happy clients
Years of experience
Raised by clients
Projects completed
Booking for Q1 '26
Let's talk →
Ready to drive measurable impact for
your team?
For the past 10 years, I've been helping founders and product teams ship design that moves business metrics
Happy clients
Years of experience
Raised by clients
Projects completed
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© 2026. All Rights Reserved.
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