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Fountane · 2020 — 2021
TrunkDrop
A delivery app people actually re-open.
A consumer delivery app for on-demand package pickup and drop-off. Defined IA, workflows and interaction design across sender and driver later led v2 end-to-end.
- Role
- Interaction Designer · v2 Lead
- Company
- Fountane
- Timeline
- 2020 — 2021
- Tags
- Consumer · Mobile · B2C
Impact
2×
Repeat-send conversion
-45%
Support contacts
v2
End-to-end lead
01
Context
TrunkDrop v1 got users through their first send but lost them by the third. Retention dipped hard between order and driver assignment, and the driver app felt like an afterthought.
02
The problem
Redesign both the sender and driver experience to reduce drop-off, make live tracking feel trustworthy, and cut the driver's cognitive load on the road.
03
Approach
- Ran user interviews with 15 senders and 8 drivers to unpack the anxiety moments.
- Rebuilt the sender flow around 3 clear states — book, track, hand off — with visible ETAs.
- Simplified the driver app to a single primary action per state; safer for one-handed use.
- Led v2 end-to-end: IA, flows, visual system and handoff, working directly with the founder.
04
How the experience improved for users and the business.
User value
- Senders always know where their package is, and who has it.
- Drivers spend less time in the app and more on the road.
- First-send friction dropped enough to unlock repeat use.
Business value
- Improved sender-to-second-order conversion meaningfully.
- Reduced support contacts about 'where is my package?' significantly.
- Set the visual and interaction language for the v2 launch.
Next
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