CanFleet Delivery's Redesign

How it Started

Finding an Opportunity Through a Pivot

Our organization initially operated a local courier service powered by an internal dispatch and delivery tool called CanTech. But as the overhead of maintaining both the service and software grew, the decision was made to phase out the initiative.

Despite this shift, many clients still needed a reliable delivery solution. This presented an opportunity to reimagine CanTech, not as an internal tool, but as a self-serve platform that retailers could manage on their own.

To capitalize on this, it was critical to move quickly and deliver a new client-facing solution before the original courier service was fully retired.

The Problem

Fulfillment Challenges Retailers Face

As our focus shifted, we began by revisiting the problem space. To gather quick insights, we partnered with our Sales and Marketing team to review client data and analyze trends related to local delivery.

We found that while retailers were eager to offer fast, local delivery to stay competitive, many struggled with persistent challenges when working with third-party courier services:

Service Reliability: Inconsistent performance and limited ability to vet drivers often led to reliance on intermediaries to resolve issues

Limited Visibility: Minimal insight into delivery status made it difficult to keep customers informed and maintain accountability

Reduced Control: Dependence on external couriers resulted in frustration and loss of operational control

Outlining the Strategy

Core Objectives

With clearer understanding of the problem space, we set the following objectives to guide the solution:

Simplify Experience:
Convert a complex internal tool into an intuitive, client-facing product

Promote Autonomy:
Give users more control over areas such as scheduling, routes, and driver assignments

Local Delivery:
Help retailers fulfill same-day deliveries within their local communities

In-House Delivery:
Let users onboard, vet, and manage their own drivers for centralized operations

Scope & Constraints

Constraints were then established to ensure feasibility and alignment with business needs:

Minimal backend changes
Maintain core branding
Offer a mobile app for delivery drivers on the go
Enable eCommerce integrations (WooCommerce, Shopify, and Breadstack)

Key User Roles

To then effectively meet these objectives, the solution focused on two user roles, each with tailored features and interfaces:

Business Operator:
Staff responsible for coordinating deliveries and handling logistics

Delivery Drivers:
Personnel tasked with executing package delivery to customers

User Journey Mapping

We then created journey maps for both roles to visualize workflows, identify key screens, and determine which parts of the original platform could be reused or needed redesigning.

Building an Information Architecture

A high-level Information Architecture was later developed to clarify user flows and navigation. This also helped to prioritize and define the platform’s core features: Delivery task creation, Live map tracking, and Driver management.

Reworking the Interface

Auditing & Updating Existing Designs

To bring our ideas to life, we began by auditing the original CanTech platform to assess what could be kept, modified, or removed. This audit informed the high-fidelity designs and allowed us to leverage existing UI elements to accelerate the redesign process.

Incorporating New Features

Based on the updated workflows, we also added new functionalities, including the Customer Delivery Tracker, a mobile feature that lets customers monitor their deliveries in real time via SMS and notifications, improving transparency and reducing support inquiries.

Iterating with Feedback

Review, Revise & Rebrand

With limited time and resources, we prioritized internal reviews with key stakeholders instead of full-scale user testing. This gave us timely feedback while helping us maintain momentum.

The Customer Delivery Tracker, as a new feature, received the most attention. Based on stakeholder input, we made the following changes:

Remove Message Feature: Engineers noted that supporting direct messaging between customers and drivers was out of scope.
Add Order Confirmation Stage: We needed to include a stage in the tracker to let customers know when their order is confirmed, before a driver is assigned
Revise Progress Bar: We updated the progress bar to give customers a clearer idea of the stages they can expect before receiving their product

During this phase, the Marketing team also led a rebranding effort, renaming the product from CanTech to CanFleet. The new branding was then incorporated throughout the platform to reflect the updated identity.

The Solution

Introducing CanFleet to the Market

After incorporating stakeholder feedback and securing final approval, we moved CanFleet into development. Once launched, this made it possible to retire the old platform and provide our clients with a new solution to manage deliveries on their own.

Task Assignment & Tracking: Dispatchers can create, assign, and schedule delivery tasks manually, in bulk, or through integrations, and auto-dispatch can automatically assign jobs based on driver location and availability. All progress can be tracked in real time on a live dashboard.

Driver App: Drivers use a mobile app to see their tasks, follow the best routes, and update delivery statuses in real time. The app also captures proof of delivery, including photos and signatures, all time-stamped for accuracy.

Customer Updates: Once a delivery begins, customers receive automatic SMS or email updates with tracking links. This keeps them informed and helps reduce questions about delivery status.

Team Management: Admins can easily add and manage team members, assign roles like dispatcher or driver, and create custom driver groups, making it faster and simpler to assign tasks and scale operations as the team grows.

The Results

Amplified Fulfillment, Efficiency & Revenue

Since launching CanFleet, over half of our clients now fulfill more than 70% of their online orders using the platform, making delivery a primary method of fulfillment.

One client reported the following within the first six months:

23,000+ delivery orders completed
The client successfully fulfilled over 23,000 delivery orders with CanFleet.

$1.6M+ in revenue generated
These deliveries contributed more than $1.6 million in revenue.

Reflections & Takeaways

What began as a retiring product was reimagined into CanFleet, putting a formerly internal tool directly in the hands of retailers. This experience reinforced the value of creatively rethinking existing systems and showed how thoughtful adaptation can unlock new opportunities and give legacy tools new life.

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