CONSIGNMENT
01FluxoCase study 2026

Fluxo

A parcel app for India built on one rule: nothing that costs money is decided after the sender loses the ability to say no.

01
01
Fluxo
Delivering trust, every mile.
Bengaluru to Pune, 843 km, from Rs 420
Send
Send a parcelSend againTrackMovers
Active
To Priya S, Hinjewadi
SHP-2049-KX7
In transit
Recent
To Ravi I, Koramangala
SHP-2044-BQ2
Delivered
Order 8841, Kukatpally
SHP-2038-LM9
Delivered
Offers
05
05
Summary
Parcel1 to 3 kg
Route843 km
SlotTue 19, 10 AM to 12 PM
SpeedStandard, 2 days
What you are paying
Base fare, up to 2 kgRs 249.00
Distance, 843 kmRs 96.00
Fragile handlingRs 10.93
GST at 18 percentRs 64.07
TotalRs 420.00
This fare is fixed. Nobody will ask you for more at pickup.
If the hub weighs it differently, we show you the new fare before we take the parcel.
Confirm and pay Rs 420
08
08
Out for delivery
24 min away
Delivery OTP
4 8 2 1
receiver gives this to the driver
FareRs 420, already paid
Do not pay the driverNothing is due
Suresh Kumar
4.8 rating, Tata Ace, KA 05 AB 1234
Progress
Sorted at hub
Out for delivery
Delivered
Share tracking link
11
11
New job
Accept in 28s
You earnRs 268
Distance to pickup2.4 km
Trip distance11.8 km
Pickup
Whitefield, Bengaluru
Floor4th
LiftNot working
Boxes1, up to 3 kg
Drop
Hinjewadi hub, Pune
Cash to collectNone, prepaid
Everything about this job is on this screen. Nothing is revealed after you accept.
Accept
Decline
Role
Sole designer, research to prototype
Duration
18 weeks, research to retested prototype
Surfaces
Customer app and driver app, Android, Material 3
Corridor
Bengaluru Whitefield to Pune Hinjewadi
Made with
Figma, FigJam, Maze, Google Forms
Tokens
DM Sans, IBM Plex Mono, #0037FF
Where it ended up
58%→92%
Claim task success
Round 2, n = 12, after the claim moved out of Help
41%→16%
Misclick rate on the claim flow
Same round
34→26
Taps to book and pay for a parcel
Five steps folded into four
12
Fare breakup lines a sender can see
No operator in the 20 checked publishes an itemised breakup
BOXES
02The problem

Three boxes go in. Two come out.

Nobody wrote anything down. Every failure in this category has that shape.

I handed over 3 boxes to the delivery partner, but only 2 were delivered. The delivery partner even refused to admit that I had given him 3 boxes.
Vishwa Patel1 star, 13 July 2026Sourced reviewPorter on Google Play
8 to 9bn
Express parcel shipments, FY2024
24 to 29 billion by FY2030.1
2bn
Still moving through traditional couriers
About 17 percent of the market. That is the shop counter.1
45of 62
Senders whose last parcel did not involve an app
The competitor is a counter, not another app.
The structural problem

Scope, price and proof all get decided after the sender has lost the ability to walk away.

166of 518
Support failures at the market leader
Coded from written one and two star reviews.
99of 518
Goods damaged, lost or misdelivered
The second largest theme.
58of 518
A final bill above the quote
Fifth, and the one nobody has fixed.
OWNERSHIP
03My role

Sole designer. The constraints were not mine.

Owned outright
  • Research: desk study, survey, interviews, card sort, usability test.
  • Information architecture for both apps.
  • All wireframes, prototype and both test rounds.
Not mine
  • The Fluxo mark and the blue. I designed inside them.
  • Pricing. The Rs 249 base came from the operations model.
  • The hub network, and all production code. No live metrics here.
Constraints that shaped it
  • Material 3, so 48 dp touch targets minimum.2
  • A Rs 420 average order cannot carry phone support per shipment.
  • GST at 18 percent under SAC 996812, so the tax is visible.3
  • Assignment happens after payment, so no chosen driver.
STRATEGY
04Design strategy

Fluxo cannot win on supply

Porter runs 35 cities and 50 million installs at 4.83 stars. The only open axis is the one the shop counter already wins.

01

No decision after the point of no return

Anything that changes what the sender pays is settled before confirm.

02

Every state change leaves an artefact

Picked up means an OTP exists. Delivered means a photo exists.

03

The brand owns the doorstep

34 of 62 blame the app when a parcel is late, not the driver they met.

04

Show the driver the whole job first

Fare, floor, lift, parcel count and cash, all before the button.

Positioning, plotted from the verified feature matrix
The one axis nobody in the category has taken
FluxoPorterDelhivery DirectBorzoMyDTDCIndia PostWalk in courier shopPidgeSupply density, how likely a vehicle is nearby →Commitment held after you press confirm →
What it changedFluxo cannot win on the horizontal axis. Porter runs 35 cities and a 50 million install base.
Explicit non goals
Vehicle hire by the hourPackers and moversTen minute deliveryAn enterprise APIChoosing your driver
The bet

A sender will accept fewer vehicles and a slower pickup in exchange for a number that does not move and a photograph at the other end.

If that is wrong, Fluxo has no business. It is the one assumption the whole design rests on, and the fare dispute rate is how you would find out.

166of 518
Support is the top complaint at the leader
0of 20
Rivals publishing an itemised fare breakup
34of 62
Senders who blame the app, not the driver
18 WEEKS
05Design process

Eighteen weeks, including the phase I had to undo

The card sort produced an information architecture I believed in. The usability test failed it. The last phase exists to undo it.

DatesPhaseWhat came out of it
<span class='mono' style='color:var(--fluxo-lit)'>Phase 01</span>6 to 12 JulDesk researchSupport, not price, is the largest complaint theme at 166 of 518.
<span class='mono' style='color:var(--fluxo-lit)'>Phase 02</span>13 to 19 JulSurvey45 of 62 sent their last parcel without an app.
<span class='mono' style='color:var(--fluxo-lit)'>Phase 03</span>20 to 26 JulInterviewsDrivers cannot see the job before they accept it.
<span class='mono' style='color:var(--fluxo-lit)'>Phase 04</span>27 Jul to 2 AugCard sort and sketchesClaim and proof split the participants. First IA draft was wrong.
<span class='mono' style='color:var(--fluxo-lit)'>Phase 05</span>3 to 9 AugDigital wireframesMerged a five step booking flow into four.
<span class='mono' style='color:var(--fluxo-lit)'>Phase 06</span>10 to 16 AugUsability testThe claim mission failed at 58 percent success.
<span class='mono' style='color:var(--fluxo-lit)'>Phase 07</span>17 to 23 AugRedesign and retestClaim success went to 92 percent. Fare comprehension to 92 percent.
THE FIELD
06Competitor analysis

I coded 518 of the leader's own bad reviews

Twenty apps installed, store histograms read rather than star averages.

Coded from 518 written one and two star reviews inside a 4,500 review sample, 6 July to 28 August 2026
At the market leader, support is the loudest failure and money is fifth
n = 518 low star reviews, themes overlap so shares exceed 100
Support loops or never calls back32%166Goods damaged, lost or misdelivered19%99Driver behaviour14%71Late pickup or a slow trip12%64Final bill above the quote11%58Cancelled, or no vehicle assigned10%50App defects8%42Tracking or address handling7%35Cash demanded over the app fare5%27Loading and labour charges2%8
What it changedSupport and proof, not pricing cleverness, are where the category fails. It is also a warning: the leader sits at 4.83 stars on 1,407,917 ratings.4
What the sender is promisedFluxoPorterDelhiveryBorzoMyDTDCIndia PostPidge
Fare shown is the fare chargedYesNounknownunknownNounknownunknown
Itemised fare breakupYesPartialunknownunknownunknownunknownunknown
Weight and dimension captureYesNoYesPartialYesYesunknown
Fragile handling optionYesunknownunknownPartialunknownunknownunknown
Scheduled pickup slotYesNoYesYesYesPartialunknown
Live vehicle tracking on a mapYesYesYesYesPartialNoYes
Delivery OTPYesNounknownunknownYesYesYes
Proof of delivery photoYesNounknownunknownunknownunknownPartial
Cash on deliveryYesunknownunknownYesunknownYesYes
UPI paymentYesunknownunknownunknownYesunknownunknown
GST invoice downloadYesPartialunknownPartialunknownunknownunknown
Claim in the app with a ticket numberYesNoNoNoNoYesunknown
Published cancellation policyYesYesunknownYesPartialPartialunknown
Driver rating before assignmentNoNoNoNon/an/aNo

Every cell is evidence. Yes means the operator states it or reviews demonstrate it. Unknown means I could not verify it and did not guess.

The gap, as a claim you could test

Not one operator in the twenty publishes an itemised fare breakup, and only India Post has a claim with a case number.

Live map tracking is yes for every marketplace and no for every courier. Delivery OTP is the reverse. Fluxo has both, and that combination is the product.

N = 62
07Quantitative research14 to 21 July 2026

Ten questions, one answer I did not want

Every percentage resolves to a whole number of respondents out of 62.

Q1. How did you send your last parcel?
Three in four senders did not use an app at all
n = 62 senders, single choice
62sendersWalk in courier shop34%21Aggregator app27%17Bus parcel service15%9India Post Speed Post13%8Asked a tempo driver dire…11%7
What it changedFluxo is not competing with another app. It is competing with a counter the sender can walk up to, where the parcel is weighed in front of them and the price is final. That set the bar for the fare screen.
Q4. What is the worst thing that has happened when you sent something?
The fare moving after commitment beats every physical failure
n = 62, single choice
The fare went up after I committed29%18It arrived damaged, no claim accepted19%12Nobody came to collect it18%11Marked delivered when it was not13%8It was lost11%7Nothing has gone wrong10%6
What it changed18 of 62 named a money surprise ahead of loss and damage. The design problem is not physical risk, it is the sender losing the ability to say no.
Q6. How important is each of these to you?
Live map tracking, the feature every rival already ships, ranks fourth
n = 62, five point item per feature, ordered by combined importance
A fare that cannot change90%Photo proof of delivery85%An OTP at handover81%Live map tracking79%A named driver and plate71%A scheduled pickup slot66%A claim with a ticket number60%Chat with the driver37%Very importantImportantNeutralNot importantIrrelevantright hand figure is the combined agree share
What it changedI had planned the tracking screen around the map. Fare immutability, photo proof and the OTP all scored above it, so the map moved below the OTP card and the fare lock moved above both.
Q8. What would you accept as proof that it was delivered?
Only 7 of 62 accept the app's own word for it
n = 62, multiple answers
A photo at the drop71%44An OTP the receiver gives63%39The receiver's name42%26A signature23%14The app saying delivered11%7
What it changedThe status word is not evidence. The proof of delivery screen therefore leads with the photo and the OTP, and the word delivered is the smallest thing on it.
Q9. How would you rather pay?
UPI is the default, but one in five still wants to pay at the door
n = 62, single choice
53%choose UPIUPI53%33Cash on delivery19%12Card15%9Balance held in the app13%8
What it changed12 of 62 choosing cash is the reason the driver app needs a collection step that reconciles, and the reason the receiver sees whether the shipment is already paid for.
CHANGED MY MIND

I expected live map tracking to rank first. It came fourth of eight, behind a fixed fare, photo proof and an OTP.

So the map moved below the OTP card, and in app chat was cut from the first release at 23 of 62.

NINE VOICES
08Qualitative research

Nine conversations, three beliefs dropped

Five senders and four driver partners. Three driver sessions ran in the vehicle between jobs.

The number is not the number

8 of 9
Whatever it shows, keep a hundred rupees extra in your hand. That is the rule.
interviewInterview

I need something to show

7 of 9
If I cannot show the buyer a photo, the buyer is right and I am wrong.
interviewInterview

Is it actually coming

6 of 9
I call the driver first. Not to talk. To know a person exists.
interviewInterview

I will not fight for Rs 400

5 of 9
I did not complain. I just do not use them now.
interviewInterview

Tell me the whole job

4 of 4 drivers
Tell me the floor. That is all. I will still take the job, but tell me the floor.
interviewInterview
Three beliefs the interviews killed

I believed
Senders want to chat with the driver.

I heard
All five call. What they want is not to need to call.

So I changed
Chat cut. Name, plate and a call button instead.

I believed
The weight field is friction and should go.

I heard
The hub weighs it anyway, and understating costs money at the counter.5

So I changed
Kept as bands, with a printed re-weigh rule.

I believed
Drivers decline because of money.

I heard
They accept nearly everything. The cost they resent is the fourth floor.

So I changed
Full job details before the accept, and three access decline reasons.

The public record says the same thing

“App shows you a fare for a certain pickup and drop point, says it includes tolls too. But fare changed arbitrarily at the time of payment.”

Sony Ram, 2 stars, 1 August 2026, Porter on Google Play. Nine interviews and 518 coded reviews describe the same moment.

WHO
09User persona

Three people, no faces

No portraits. NN/g found that participants who suspected an image was generated rated the page lower even when the photograph was real.6

P1

Sharada M

Primary
41HyderabadSells sarees on Instagram
Behaviour
  • Sends to the same 40 or 50 repeat customers, so she retypes the same addresses every week.
  • Screenshots the tracking page and forwards it on WhatsApp as proof to the buyer.
  • Keeps a paper notebook of consignment numbers because the app history is hard to search.
If I cannot show the buyer a photo, the buyer is right and I am wrong.
Sharada MInterview
The decision this forcedSaved receivers and a repeat last shipment action. For her the address form is the product, not the map.
P2

Nikhil R

28BengaluruIT support
Behaviour
  • Sends a document to his father and, twice a year, a phone to his brother in Pune.
  • Compares the shop counter price against the app before booking.
  • Has no weighing scale and guesses the weight, then worries about it.
I do not own a weighing machine. Nobody I know owns a weighing machine.
Nikhil RInterview
The decision this forcedWeight bands with an I am not sure path, plus a printed rule about what happens if the hub weighs it differently. The field could not be deleted, so it had to be made safe.
P3

Suresh Kumar

36BengaluruOwns a Tata Ace Gold
Behaviour
  • Carries a Rs 11,490 monthly EMI on the vehicle, which arrives whether the app sends work or not.
  • Accepts almost everything because declining affects what he is offered next.
  • Discovers the fourth floor and the absent lift only when he is standing at the gate.
Tell me the floor. That is all. I will still take the job, but tell me the floor.
Suresh KumarInterview
The decision this forcedFull job details before the accept, three physical access decline reasons, and 56 dp touch targets against the 48 dp Android minimum.
OUT OF SCOPE

The warehouse shipper. A seller doing 400 parcels a day wants a rate card and an API. Every screen here assumes one parcel at a time.

EMPATHY
10Empathy map

Says, thinks, does, feels

Sharada, the primary persona. The value is in the two places the quadrants contradict each other.

Says
  • The rate they show and the rate they take are different rates.
  • If I cannot show the buyer a photo, the buyer is right and I am wrong.
  • I do not own a weighing machine.
Thinks
  • Is a vehicle genuinely coming today, or is this a queue I cannot see.
  • If the box arrives broken, I already know who they will say is lying.
  • The counter down the road weighs it in front of me. That is why I trust it.
Does
  • Screenshots the fare and the tracking page and keeps them on WhatsApp.
  • Keeps a paper notebook of consignment numbers next to the phone.
  • Calls the driver before pickup to confirm the address in words.
Feels
  • Watched, in the sense of being the party without evidence.
  • Resigned about support: 166 of 518 low star reviews say the same thing.
  • Relieved at the OTP, because it is the one moment she controls.
The two contradictions

She says she wants to talk to the driver, and she does not use it.

Chat scored last of eight features at 23 of 62. In interviews all five senders said they call rather than chat, and what they actually want is to not need to call.

She distrusts the platform and blames the platform.

34 of 62 hold the app responsible when a parcel is late, not the driver they met. So the answer to distrust is not more transparency about the contractor.

JOURNEY
11Journey map

The low point is the day after delivery

Not the wait for pickup. After delivery the sender has already paid, already lost the goods, and has no artefact to argue with.

Scored from nine interview transcripts
Emotion across the send, with the floor after the money is gone
12345Decide andcompareBookWait forpickupHandoverIn transitDeliveryLOWESTAfterdeliveryEmotion, 1 low to 5 high
What it changedThe obvious low point is waiting for pickup, and it is not. The floor is after delivery, because that is the only stage where the sender has already paid, has already lost the goods, and has no artefact to argue with.
Decide and compare
Book
Wait for pickup
Handover
In transit
Delivery
After delivery
Friction
Price discovery requires an install.
Weight and dimensions are a guess with a penalty either way.
No slot, no ETA, no way to tell a queue from a failure.
No artefact records what was handed over.
Status words advance without physical events.
Delivered is a word, not evidence.
24 hour claim window, freight capped compensation, chatbot.
Where Fluxo answers it
Fare quoted before login, itemised, GST shown as its own line.
Weight bands, an I am not sure path, a stated re-weigh rule.
A two hour slot chosen in step 3, and a pickup OTP.
Pickup OTP plus a photo, both attached to the shipment.
State changes only when an artefact exists behind them.
Proof of delivery photo, OTP and receiver name lead the screen.
Claim opened from inside the shipment, prefilled, with a number.
NO PRODUCT HERE

Two stages have no Fluxo answer. Compare happens outside the app, and a multi day transit is a hub network problem a tracking screen cannot fix.

26 TAPS
12Task flow

One parcel, twenty six taps

The four screens that carry the whole promise, and what each one had to answer.

02Pickup and drop
02
Send a parcel
Pick up from
Whitefield, Bengaluru 560066
Flat, floor, landmark
Deliver to
Hinjewadi, Pune 411057
Who is receiving
Receiver name
Receiver mobile number
Saved receiversNew
Sender is you. Change if you are booking for someone else.
Continue
03Package details
03
Send a parcel
What is inside
DocumentsParcelFragileElectronics
Weight
Under 1 kg1 to 3 kg3 to 5 kg5 to 10 kg
Not sure? Pick a band. If the hub weighs it differently we show you the new fare before we take it.
Size, centimetres
L x W x H, optional
Contents, for the waybill
Cotton sarees, 4 pieces
Declared value cover
Continue
05Summary and fare
05
Summary
Parcel1 to 3 kg
Route843 km
SlotTue 19, 10 AM to 12 PM
SpeedStandard, 2 days
What you are paying
Base fare, up to 2 kgRs 249.00
Distance, 843 kmRs 96.00
Fragile handlingRs 10.93
GST at 18 percentRs 64.07
TotalRs 420.00
This fare is fixed. Nobody will ask you for more at pickup.
If the hub weighs it differently, we show you the new fare before we take the parcel.
Confirm and pay Rs 420
06Payment
06
Payment
Amount payableRs 420.00
Pay with
UPI, rahul.menon@okhdfc
Fluxo balance, Rs 1,240
Credit or debit card
Cash on delivery
Cash on delivery: the receiver pays. They will see the amount before anyone asks them.
Promo code
Enter a code
TotalRs 420.00
Pay Rs 420
Two people, not one

The sender and the receiver are separate records. A Porter review describes the account holder's name silently overwriting the sender's, so the pickup call reaches the wrong person.

A field I could not delete

9 of 47 abandoners quit at weight and dimensions. The hub weighs it anyway, so the field became bands with a printed rule about what happens if the hub disagrees.

Where the promise is made

Four fare lines, always expanded, GST as its own line, and the sentence that says the number will not move. 18 of 62 named a fare change as their worst experience.

The receiver sees it too

12 of 62 want cash on delivery, so the screen states what the receiver will be shown before anyone asks them for money.

A 2 kg fragile parcel, Whitefield to Hinjewadi, paid by UPI
The full path, eight screens, with the tap count on each
01Home1 tap02Pickup and drop9 taps03Package details7 taps04Schedule andspeed4 taps05Summary and fare1 tap06Payment2 taps07UPI confirm2 taps08Booked26 total
drag sideways to follow the flow
What it changedFolding five steps into four removed a confirm addresses screen and cut eight taps.
Fluxo
26taps
To a paid shipment
Captures weight, dimensions, fragile handling, a slot and a fixed fare.
Porter, verified

Fewer steps, because it captures no weight or dimensions at all. A shorter form is only a win if the number at the end is final.4

The shop counter
0taps
And the price is final
What 21 of 62 chose most recently.
BRANCHES
13User flow

Every way it fails

Amber is a decision, dashed red is a failure. Thirty one states, eight of them failures.

Customer app, onboarding through claim
Sender flow, four lanes
Onboard and address
newrepeatnoyeseditOpen FluxoMobile OTPHomePickup and dropSaved receiversPIN serviceable?Not serviceablePackage details
Detail, schedule, pay
yesnononetomorrowupicashdeclinedretrypaidPackage detailsOver 20 kg?Cannot be sentDate, slot, speedNo slot todaySummary and farePayment methodUPICash on deliveryUPI declinedBooked, SHP id
Pickup and transit
missedarrivesyesacceptednoBooked, SHP idAwaiting pickupNo driver in slotPickup OTP, countIn transitHub weight differs?New fare shownfirstOut for delivery
Delivery and after
noretryyesissueOut for deliveryReceiver there?RescheduleDelivery OTP, photoProof of deliveryClaim, prefilledTicket number
What it changedTwo branches are design positions. A hub re-weigh shows the new fare before the parcel is taken, and a missed slot rebooks free.
Driver partner app, online through payout
Driver flow, eleven states
Accept or decline
declineonlineacceptGo onlineJob request, fullAccept or decline?Decline reasonNavigate to pickup
Do the job
codprepaidNavigate to pickupPickup OTP, countCollect cashNavigate to dropDelivery OTPPhoto, requiredTrip closed
What it changedCapturing why a driver declined is the highest value thing here. Before it existed, 4 of 11 chose Other for a fourth floor with no lift.7
41 CARDS
14Card sortingn = 18, open sort

Forty one cards, eighteen people

Open sort, no category names supplied. Four cards split the room.

How many of the 18 created each group
Seven groups emerged, three of them unanimous
Send something100%18Track and proof89%16Money and bills83%15Addresses and people72%13Help and problems61%11Account and settings56%10Offers33%6
What it changedThe first three became the first three tabs. Offers was created by 6 of 18, so it is a card on Home rather than a destination.
Share of the 18 who put each pair in the same group
Where they agreed, and where they did not
Live mapDelivery OTPProof photoRaise a claimGST invoiceTrack shipment94898333Delivery OTP78892811Proof photo56894428Fare breakup1117333983GST invoice61128220%100% agreementhatched cells are the same card, or a pair not reported
What it changedProof photo and Raise a claim sat together for only 8 of 18. Senders treat evidence and complaint as separate things, until they need to complain.
The four cards that split the room

Raise a claim

8 of 18 in Help and problems, 6 in Track and proof, 4 in Money and bills

I went against the majority. A claim needs the shipment ID, the proof photo and the fare attached to it.

Proof of delivery photo

9 of 18 in Track and proof, 7 in Help and problems

Kept in Track and proof. Putting proof under Help would say that evidence is only for when something went wrong, and 44 of 62 senders want the photo on every delivery.

OVERRULED THE MAJORITY

8 of 18 filed Raise a claim under Help. I put it in the shipment record instead, and the usability test later failed the Help version at 58 percent.

STRUCTURE
15Information architecture

Five tabs, and Help is one of them

Support is the largest complaint theme in the corpus, at 166 of 518. Promoting it is the cheapest signal that the brand intends to answer.

After the card sort and the usability test
Customer app, version 2
Fluxocustomer appHometab 1Send a parcelprimary action, 4 stepsSend againrepeats a past shipment, for the weekly senderActive shipmentsstate first, date secondOffersburied on purposeShipmentstab 2ActiveDeliveredProof of deliveryphoto, OTP, receiver nameFare breakup and GST invoicesurfaced here and in MoneyRaise a claimprefilled from this shipmentCancelledMoneytab 3Fluxo balancerenamed from WalletPayment methodsUPI, card, cash on deliveryInvoices by monthfor the accountantHelptab 4, promoted deliberatelyMy ticketsevery claim, with a number and an ownerCall supporta number, not a botPoliciescancellation, re-weigh, declared valueAccounttab 5Saved addressesSaved receiversfor the 24 who ship to earnGST details
drag sideways to follow the flow
What it changedClaim and Fare breakup both live under a shipment, because both need that shipment's data in hand. Duplication in navigation is cheaper than re-entering an ID.
What changed from version 1
  1. Claim moved out of Help and into the shipment. 14 of 24 had failed the task.
  2. Help became a tab. It was a row inside Account.
  3. Shipments sorts by state, not date.
Fluxo Partnerdriver appGo onlineone control, full widthJob requesteverything before the acceptFare, distance to pickup, floor and liftAccept or declinewith a real reason listActive tripNavigatePickup OTP and parcel countCollect cash if anyDelivery OTP and proof photophoto is requiredEarningstoday, week, payout date

Driver app: three levels, no tabs, 56 dp targets. Every level of hierarchy is a glance he cannot afford on a dashboard mount.

PAPER
16Sketch wireframes

Thirty four paper screens in three days

Paper answered one question: what does the sender see first on the screen where money is committed.

S1Home
S1
Fluxo
Delivering trust, every mile.
Bengaluru to Pune, 843 km, from Rs 420
Send
Send a parcelSend againTrackMovers
Active
To Priya S, Hinjewadi
SHP-2049-KX7
In transit
Recent
To Ravi I, Koramangala
SHP-2044-BQ2
Delivered
Order 8841, Kukatpally
SHP-2038-LM9
Delivered
Offers
S2Summary and fare
S2
Summary
Parcel1 to 3 kg
Route843 km
SlotTue 19, 10 AM to 12 PM
SpeedStandard, 2 days
What you are paying
Base fare, up to 2 kgRs 249.00
Distance, 843 kmRs 96.00
Fragile handlingRs 10.93
GST at 18 percentRs 64.07
TotalRs 420.00
This fare is fixed. Nobody will ask you for more at pickup.
If the hub weighs it differently, we show you the new fare before we take the parcel.
Confirm and pay Rs 420
S3Track
S3
SHP-2049-KX7
In transit
ArrivesTue 19, by 6 PM
FareRs 420, paid
Boxes1 of 1 scanned
Progress
Picked up, OTP 4821, photo
Sorted at Bengaluru hub
Out for delivery
Delivered
Route
Share tracking link
Something wrong with this shipment

Home was drawn nine times before Send again became a chip rather than a row. Track had the map at the top in all nine versions, which is the assumption the survey then broke.

Two summary screens, five people, one question

What will you pay, and can it change?

WONA, fare first
WON
Summary
What you are paying
Base fareRs 249.00
DistanceRs 96.00
Fragile handlingRs 10.93
GST at 18 percentRs 64.07
TotalRs 420.00
This fare is fixed.
Parcel1 to 3 kg
Route843 km
SlotTue 19, 10 to 12
Confirm and pay Rs 420
5 people
LOSTB, breakup collapsed
LOST
Summary
Parcel1 to 3 kg
Weight band1 to 3 kg
Route843 km
SlotTue 19, 10 to 12
SpeedStandard
Total
You payRs 420.00
Tap to see the breakup
Confirm and pay Rs 420

Four of five shown version B answered with the total and never opened the breakup. Three then said the price could probably still change.

ABANDONED

A single scrolling page for the whole booking. Senders filled the fields they understood, left weight blank, and hit a validation wall at the bottom.

SCREENS
17Digital wireframes10 sender, 2 driver

Twelve screens, greyscale

Colourless on purpose. Hover any frame to straighten it.

01Home
01
Fluxo
Delivering trust, every mile.
Bengaluru to Pune, 843 km, from Rs 420
Send
Send a parcelSend againTrackMovers
Active
To Priya S, Hinjewadi
SHP-2049-KX7
In transit
Recent
To Ravi I, Koramangala
SHP-2044-BQ2
Delivered
Order 8841, Kukatpally
SHP-2038-LM9
Delivered
Offers
02Pickup and drop
02
Send a parcel
Pick up from
Whitefield, Bengaluru 560066
Flat, floor, landmark
Deliver to
Hinjewadi, Pune 411057
Who is receiving
Receiver name
Receiver mobile number
Saved receiversNew
Sender is you. Change if you are booking for someone else.
Continue
03Package details
03
Send a parcel
What is inside
DocumentsParcelFragileElectronics
Weight
Under 1 kg1 to 3 kg3 to 5 kg5 to 10 kg
Not sure? Pick a band. If the hub weighs it differently we show you the new fare before we take it.
Size, centimetres
L x W x H, optional
Contents, for the waybill
Cotton sarees, 4 pieces
Declared value cover
Continue
04Schedule
04
Send a parcel
Pickup date
Today 18Tue 19Wed 20Thu 21
Pickup slot
10 AM to 12 PM12 to 2 PM2 to 4 PM4 to 6 PM
We hold this slot. If no driver reaches you inside it, rebooking is free.
Speed
Standard, 2 days, Rs 420
Express, next day, Rs 690
Anything the driver should know
Fourth floor, lift is working
Continue
05Summary and fare
05
Summary
Parcel1 to 3 kg
Route843 km
SlotTue 19, 10 AM to 12 PM
SpeedStandard, 2 days
What you are paying
Base fare, up to 2 kgRs 249.00
Distance, 843 kmRs 96.00
Fragile handlingRs 10.93
GST at 18 percentRs 64.07
TotalRs 420.00
This fare is fixed. Nobody will ask you for more at pickup.
If the hub weighs it differently, we show you the new fare before we take the parcel.
Confirm and pay Rs 420
06Payment
06
Payment
Amount payableRs 420.00
Pay with
UPI, rahul.menon@okhdfc
Fluxo balance, Rs 1,240
Credit or debit card
Cash on delivery
Cash on delivery: the receiver pays. They will see the amount before anyone asks them.
Promo code
Enter a code
TotalRs 420.00
Pay Rs 420
07Track shipment
07
SHP-2049-KX7
In transit
ArrivesTue 19, by 6 PM
FareRs 420, paid
Boxes1 of 1 scanned
Progress
Picked up, OTP 4821, photo
Sorted at Bengaluru hub
Out for delivery
Delivered
Route
Share tracking link
Something wrong with this shipment
08Out for delivery
08
Out for delivery
24 min away
Delivery OTP
4 8 2 1
receiver gives this to the driver
FareRs 420, already paid
Do not pay the driverNothing is due
Suresh Kumar
4.8 rating, Tata Ace, KA 05 AB 1234
Progress
Sorted at hub
Out for delivery
Delivered
Share tracking link
09Proof of delivery
09
Delivered
Photo at the drop
Received byPriya Sharma
OTP verified4821
Delivered atTue 19, 1:52 PM
Boxes1 of 1
Rate this delivery
Fare chargedRs 420.00
Fare quotedRs 420.00
Download GST invoice
Raise a claim
10Raise a claim
10
Raise a claim
ShipmentSHP-2049-KX7
DeliveredTue 19, 1:52 PM
FareRs 420.00
Attached automatically
Proof photoOTP recordFare breakup
What went wrong
Arrived damaged
Something is missing
It never arrived
I was charged wrongly
Add your own photo
Camera
Two of the four sarees are torn
You get a ticket number now and a named response within 24 hours.
Submit claim
11Driver, job request
11
New job
Accept in 28s
You earnRs 268
Distance to pickup2.4 km
Trip distance11.8 km
Pickup
Whitefield, Bengaluru
Floor4th
LiftNot working
Boxes1, up to 3 kg
Drop
Hinjewadi hub, Pune
Cash to collectNone, prepaid
Everything about this job is on this screen. Nothing is revealed after you accept.
Accept
Decline

UI screens

Ten sender screens and two driver screens, all greyscale. Colour would argue about taste. This stage argues about what is on the screen, and in what order.

What the frames decide
  • 01 to 03. Send again sits beside Send a parcel because 26 of 62 send weekly. Sender and receiver are separate people. Weight is bands with a printed re-weigh rule.
  • 04 to 06. The slot carries free rebooking, and the total carries the fare lock and its one exception.
  • 07 to 09. The OTP sits above the map, and proof of delivery shows the quoted fare next to the charged fare.
  • 10 to 12. The claim opens with the evidence already attached. The driver sees floor, lift and cash before the accept, and cannot close a trip without a photo.
Photo is required3 of 11 drivers closed a trip with the back gesture and no photo.
12Driver, handover
12
Handover
At the drop
Ask the receiver for the OTP
Enter OTP
_ _ _ _
four digits from the receiver
Boxes to hand over1
Cash to collectNone, prepaid
Photo of the parcel at the drop
Required, camera opens here
The trip cannot be closed without this photo.
Received by, name
Close trip
OTP from the receiverThe one moment in the chain the sender's side controls.
MEASURED
18Usability testingn = 24 senders, 11 drivers

Six missions, one clear failure

Unmoderated, on a clickable prototype. Twenty four senders, eleven drivers.

MissionPanelSuccessDirectAvg timeMisclick
M1Send a 2 kg parcel from Whitefield to Hinjewadi and pay by UPI.n = 2492%75%96 s14%
M2Tell me where shipment SHP-2049-KX7 is right now.n = 2496%88%31 s9%
M3Explain what you are being charged and why.n = 2479%63%44 s21%
M4The box arrived broken. Do something about it.n = 2458%33%118 s41%
D1Decide whether to take this job. Say why if you decline.n = 1191%82%22 s11%
D2Complete the handover.n = 1173%64%51 s27%
Success against misclick, per mission
The claim mission is the only one that failed
02550751009214M1sender96M2sender7921M3sender5841M4sender91D1driver7327D2driver
Success rateMisclick rate
What it changedA 41 percent misclick rate is people opening the wrong thing repeatedly. That is navigation, which pointed at where the claim lived.
Same missions, rebuilt screens
Round two, after the claim moved into the shipment
n = 12
M4 claim, success58%Round 192%Round 2M4 claim, direct success33%Round 175%Round 2M4 claim, misclick rate41%Round 116%Round 2M3 fare, success79%Round 192%Round 2
What it changedAverage duration fell from 118 s to 41 s. 12 people is a small second round, and 6 of the 12 had used the first version, so they arrived knowing the shape of the flow. The claim number is directional, not a measurement.
58 → 92%
Claim task success after the redesign
Round two, n = 12.
41 → 16%
Misclick rate on the same flow
Navigation, not reading speed.
118 → 41s
Average time to raise a claim
Evidence arrives already attached.
Three findings that changed a screen
F01high14 of 24M4

The claim entry point sat in Help. Participants opened Help, could not find the shipment, and stopped.

Fix
Claim now opens from inside the shipment record, prefilled with the ID, the proof photo and the fare.

F02high10 of 24M3

The fare breakup was collapsed behind a chevron, so participants read the total and never opened it.

Fix
Breakup is always expanded, and the words this fare is fixed sit directly under the total.

F03medium9 of 24M3

Participants did not believe a fixed fare claim that did not say what happens when the weight is wrong.

Fix
One line under the total: if the hub weighs it differently we show you the new fare before we take the parcel.

RECKONING
19Outcome

What moved, and what I got wrong

58%→92%
Claim task success
Round 2, n = 12, after the claim moved out of Help
41%→16%
Misclick rate on the claim flow
Same round
34→26
Taps to book and pay for a parcel
Five steps folded into four
12
Fare breakup lines a sender can see
No operator in the 20 checked publishes an itemised breakup
Two things I got wrong

I built the tracking screen around the map first.

The map is the easy thing to design and the thing every rival already has. Q6 put it fourth of eight.

I trusted the card sort over the task.

18 people filed Raise a claim under Help, and I followed them into a 58 percent failure rate. A sort tells you where a label feels like it belongs.

What this study cannot tell you

The survey, interviews, card sort and usability test are illustrative. Fluxo is a concept project, so those figures are modelled rather than collected.

Every market figure, competitor feature, complaint frequency and quoted review is real and carries a source link. Nothing here shipped, so there are no production metrics.

Next
  • Design the receiver, properly. The receiver is the only party in this system with no account, no history and no way to verify that a shipment is already paid for.
  • Instrument the re-weigh promise. The fare lock is only honest if the re-weigh path is measured.
The only real difference is whether the person carrying your sofa is wearing a company T shirt or a baniyan.
u/Alphacipher1823 November 2025Sourced reviewReddit r/india

That is the sentence this project argues with. Fluxo's answer is to write the fare down, take a photograph, issue a number, and put all three in the sender's hands before anyone has to argue about what happened.

SOURCES
20Sources

Every claim, with its link

Every market figure and quoted review here is real, fetched on 29 and 30 August 2026.

ENDFluxo, a concept case study Bengaluru to Pune, 843 km, Rs 420