Simplifying Parcel Sending Process, Achieving 6M+ App Downloads
Simplifying Parcel Sending Process, Achieving 6M+ App Downloads
Redesigned the package-sending feature to enhance usability and efficiency.
ROLE
UIUX Designer
CLIENT
FamilyMart
DATE
October - December 2021
Role
UIUX Designer
Client
FamilyMart
Date
October - December 2021
MY ROLE
The project team comprised 10 members, including 1 project manager, 4 developers, 1 UIUX designer (myself) and 4 marketing team members. I led UX research, UI design, and presentations to the project manager.
The project team comprised 10 members, including 1 project manager, 4 developers, 1 UIUX designer (myself) and 4 marketing team members. I led UX research, UI design, and presentations to the project manager.
Design seamless user journeys for My FamiPort.
Create prototypes and conduct usability tests to uncover user pain points.
Analyse research findings to craft impactful design solutions.
Align design directions through clear communication with stakeholders.
Define flows and deliver visual assets for implementation.
Conduct interviews and observations to gather actionable insights.
Design seamless user journeys for My FamiPort.
Create prototypes and conduct usability tests to uncover user pain points.
Analyse research findings to craft impactful design solutions.
Align design directions through clear communication with stakeholders.
Define flows and deliver visual assets for implementation.
Conduct interviews and observations to gather actionable insights.
THE OUTCOME
The redesigned application was downloaded by nine million users, representing over half of Taiwan's sixteen million primary consumers. Moreover, the revenue generated by members grew significantly, increasing from 17% in 2017 to over 35% in 2021.
The redesigned application was downloaded by nine million users, representing over half of Taiwan's sixteen million primary consumers. Moreover, the revenue generated by members grew significantly, increasing from 17% in 2017 to over 35% in 2021.
FamilyMart, a well-known convenience store chain from Japan, expanded to Taiwan in 1988, offering a wide range of services, including delivery, dining, transportation tickets, financial services, and fresh food. With over 4,000 stores in Taiwan and its app surpassing six million downloads since its launch, FamilyMart has become a major presence in the region.
FamilyMart, a well-known convenience store chain from Japan, expanded to Taiwan in 1988, offering a wide range of services, including delivery, dining, transportation tickets, financial services, and fresh food. With over 4,000 stores in Taiwan and its app surpassing six million downloads since its launch, FamilyMart has become a major presence in the region.
App Store Reviews
Ratings
⭐️ 4.7/5 - High ratings reflect the commitment to providing a seamless, reliable experience that meets user needs every day.
⭐️ 4.7/5 - High ratings reflect the commitment to providing a seamless, reliable experience that meets user needs every day.
Google Play Reviews
Downloads
Successfully boosted app downloads to over 1M on Google Play.
Successfully boosted app downloads to over 1M on Google Play.
OVERVIEW
Redesigning My FamiPort to make sending packages simpler, reduce time spent queuing and create a more consistent app experience.
Redesigning My FamiPort to make sending packages simpler, reduce time spent queuing and create a more consistent app experience.
The original app struggled with low adoption, inconsistent icons and a fragmented design system shaped by multiple teams. Focusing on frequent kiosk users, we explored their behaviours and frustrations, prioritising package sending as the most-used service. Our goal was to streamline this journey and establish a cohesive design system before improving other features.
The original app struggled with low adoption, inconsistent icons and a fragmented design system shaped by multiple teams. Focusing on frequent kiosk users, we explored their behaviours and frustrations, prioritising package sending as the most-used service. Our goal was to streamline this journey and establish a cohesive design system before improving other features.
Users input sending details directly in the app to receive a QR code for staff to scan
Users input sending details directly in the app to receive a QR code for staff to scan
Users visited the physical store, used the kiosk to input details, printed the QR code
Users visited the physical store, used the kiosk to input details, printed the QR code
Handed the package to the staff
Handed the package to the staff
USER RESEARCH
Frequent senders needed a simpler way to manage multiple packages, with less time spent entering details and queuing at in-store kiosks.
Frequent senders needed a simpler way to manage multiple packages, with less time spent entering details and queuing at in-store kiosks.
I interviewed users and observed their kiosk interactions without interrupting their routines. Our target users, aged 25–35, often sent packages for their businesses or side hustles. These insights informed personas that helped the team understand their workflows, frustrations and needs.
I interviewed users and observed their kiosk interactions without interrupting their routines. Our target users, aged 25–35, often sent packages for their businesses or side hustles. These insights informed personas that helped the team understand their workflows, frustrations and needs.
CHALLENGE
Inconsistent design
Inconsistent design
Inconsistent icons and layouts made the app confusing to navigate.
Inconsistent icons and layouts made the app confusing to navigate.
Repetitive data entry
Repetitive data entry
Sending multiple packages required repeated data entry, increasing effort and errors.
Sending multiple packages required repeated data entry, increasing effort and errors.
Missed shipments
Missed shipments
Busy users forgot to send packages, leading to delays or missed shipments.
Busy users forgot to send packages, leading to delays or missed shipments.
Hard-to-find shipment codes
Hard-to-find shipment codes
Users struggled to retrieve shipment codes when returning to the store.
Users struggled to retrieve shipment codes when returning to the store.
IDEATION
How might we make sending packages simpler, more consistent and easier to fit into users’ daily routines?
How might we make sending packages simpler, more consistent and easier to fit into users’ daily routines?
How might we provide a personal assistant service to remind users of their daily schedules?
How might we streamline the package-sending process to make it easier for users to navigate?
How might we create a consistent design system to make interfaces visually appealing?
How might we provide a personal assistant service to remind users of their daily schedules?
How might we streamline the package-sending process to make it easier for users to navigate?
How might we create a consistent design system to make interfaces visually appealing?
I collaborated with the team to explore shipment reminders, simpler navigation and a cohesive design system. I then mapped the package-sending flow to identify unnecessary steps and opportunities to simplify the journey.
I collaborated with the team to explore shipment reminders, simpler navigation and a cohesive design system. I then mapped the package-sending flow to identify unnecessary steps and opportunities to simplify the journey.
SOLUTION
Making package sending easier with timely reminders, accessible shipment details and less repetitive data entry.
Making package sending easier with timely reminders, accessible shipment details and less repetitive data entry.
The redesigned experience provides clear information at each step, helping users manage pending packages and prepare shipments with less effort.
The redesigned experience provides clear information at each step, helping users manage pending packages and prepare shipments with less effort.
Timely reminders
Timely reminders
A personal assistant highlights unshipped packages on the home screen and sends personalised reminders based on users’ activity.
A personal assistant highlights unshipped packages on the home screen and sends personalised reminders based on users’ activity.
A personalised home screen
A personalised home screen
Users can customise their home screen to keep important package details, including shipment codes, within easy reach.
Users can customise their home screen to keep important package details, including shipment codes, within easy reach.
BEFORE & AFTER
A clearer, personalised homepage
A clearer, personalised homepage
A consistent layout helps users find what they need, while customisation keeps their preferred services and information within easy reach.
A consistent layout helps users find what they need, while customisation keeps their preferred services and information within easy reach.
Old
New
A simpler sending process
A simpler sending process
QR code scanning replaces repetitive manual entry by automatically filling in recipient details.
QR code scanning replaces repetitive manual entry by automatically filling in recipient details.
Old
New
Weekly design reviews helped balance usability, technical feasibility and business priorities.
Weekly design reviews helped balance usability, technical feasibility and business priorities.
Engaged in weekly cross-functional team sessions, where I presented my designs to developers, product managers, and fellow designers. These critiques provided valuable insights into usability issues and alternative design directions while fostering collaboration and mutual understanding among team members.
Feedback from developers helped identify feasible implementations, while input from other designers offered deeper perspectives on refining my work. Presenting to the product manager ensured alignment with business goals and priorities.
Engaged in weekly cross-functional team sessions, where I presented my designs to developers, product managers, and fellow designers. These critiques provided valuable insights into usability issues and alternative design directions while fostering collaboration and mutual understanding among team members.
Feedback from developers helped identify feasible implementations, while input from other designers offered deeper perspectives on refining my work. Presenting to the product manager ensured alignment with business goals and priorities.
LESSONS LEARNED
I learned that clear service labels and visible key actions are essential to helping users navigate with confidence.
I learned that clear service labels and visible key actions are essential to helping users navigate with confidence.
Users initially struggled to understand the app’s services. We clarified the labels, made “Send Package” more prominent and reduced competing colours to keep attention on essential tasks.
Users initially struggled to understand the app’s services. We clarified the labels, made “Send Package” more prominent and reduced competing colours to keep attention on essential tasks.
Copyright © 2026 Chia An Liu
Let's connect!
Copyright © 2026 Chia An Liu
Let's connect!
Copyright © 2026 Chia An Liu
Let's connect!