Sagawa: A Courier Flight Pickup System

Sagawa Express, one of Japan’s largest logistics companies, sought to modernize its courier flight pickup system. Traditionally, the company handled all pickup requests over the phone, manually managing and tracking these requests via Excel spreadsheets. This manual process was cumbersome and inefficient, often leading to communication delays and errors in the logistics chain.

Our task was to design and develop a modern, automated solution that would streamline pickup requests, enhance communication with drivers, and ultimately improve the overall efficiency of the system. My role as the Lead Researcher, Product Designer was to oversee the entire design and development process, from research and planning to UX design and system implementation, ensuring that the final product met the client's needs.

Sagawa’s existing pickup request system heavily relied on phone calls for customer requests and Excel spreadsheets for managing and tracking those requests. Operators were required to manually enter pickup details and contact drivers via phone or messaging apps to communicate where and when pickups were required. This process was not only time-consuming but also prone to errors, resulting in inefficiencies and bottlenecks in the logistics chain.

The client needed a system that could reduce operator workload, improve the accuracy of pickup requests, and streamline communication with drivers, all while providing customers with a more efficient, modern way to request pickups.

We developed an integrated web-based system that allowed customers to request courier flight pickups directly through the internet, eliminating the need for phone-based requests. The new system utilized Spring Java and TypeScript (Angular2) for backend and frontend development, hosted on AWS for scalability and reliability.

Key Features:

• Customer Portal for Pickup Requests: Customers could now request courier flight pickups online, providing detailed information about the shipment, preferred pickup time, and location. This system significantly reduced the load on operators, as requests were automatically processed and assigned.
• Real-Time Tracking & Status Updates: The management screen provided real-time updates on current pickup requests and drivers' statuses. Operators could now monitor all requests in one place, with automated updates reflecting the pickup progress.
• Driver Mobile App Integration: We developed a mobile app for drivers that synced with the system, providing them with live updates about pickups, including the pickup location, item details, and deadlines. Drivers could mark pickups as complete through the app, sending immediate updates back to the management team.
• Automation of Pickup Workflow: The entire pickup process, from customer request to collection, was automated. This allowed for seamless communication between customers, operators, and drivers, eliminating manual intervention and reducing the chance of errors.

Designing a system that could replace deeply ingrained manual processes required careful consideration of both the business needs and the user experience. I performed extensive research into Sagawa's current operations, identifying pain points and opportunities for improvement. I single-handedly developed wireframes and prototypes to ensure that the new system met the needs of all users—customers, operators, and drivers.

The integration of real-time status updates and communication was particularly challenging, as it required coordination between multiple moving parts. However, by leveraging AWS for scalability and reliability, we ensured that the system could handle a large number of simultaneous requests without downtime.

The new system significantly improved both operational efficiency and customer satisfaction. Sagawa Express saw immediate benefits after the system went live, including an increase in customer engagement and streamlined internal processes.

• Increased Sales: The convenience of an online request system led to a 1.3x increase in pickup requests, as customers found the new process much easier and faster than calling to request pickups.
• Improved Operational Efficiency: By automating the pickup process and eliminating the need for Excel spreadsheets, operator efficiency dramatically improved. The number of operators required to manage pickup requests decreased, reducing overhead costs while increasing accuracy and speed.
• Enhanced User Experience: Customers could now schedule pickups at their convenience, without waiting on the phone. This improved the overall user experience (UX) and led to higher customer satisfaction and retention.
• Streamlined Driver Communication: Drivers received real-time updates through the mobile app, allowing them to efficiently manage their routes and complete pickups on time. The system minimized communication delays and reduced the chance of missed pickups.

The Sagawa Courier Flight Pickup System was a transformative project that helped the company modernize its operations and improve service delivery. By designing and developing a comprehensive, automated solution, we were able to meet the client’s need for efficiency, accuracy, and customer satisfaction.