CanFleet Delivery

How it Started

Finding an Opportunity with 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, many clients still needed a reliable delivery solution. This presented an opportunity to reimagine CanTech as a self-serve product that retailers could operate on their own.

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

Framing the Problem

The Main Challenges

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

We found that while retailers were eager to offer fast, local delivery to stay competitive, they 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

Scope & Constraints

Constraints and expectations were then established to ensure feasibility and alignment with our organization’s 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)

Shaping the Solution

The 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

Key User Roles

To then effectively meet these objectives, the solution needed to address two primary user roles, each requiring 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 user roles to visualize tasks, 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 us 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 started by auditing the original CanTech product to assess what could be kept, modified, or removed. This audit made it easier to move into hi-fi design, using existing components to accelerate our process.

Incorporating New Features

We also introduced new functionality, such as the Customer Delivery Tracker, a mobile feature that lets customers monitor their deliveries in real time via SMS and text messaging.

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, being a new feature, received the most attention. Based on feedback, we made the following changes:

Remove Message Feature: Our engineers pointed out that we don't have the scope to allow customers to message couriers directly
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 that renamed the product from CanTech to CanFleet, which was then incorporated throughout the product’s interface to reflect the new identity.

Going to Market

Launching CanFleet

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 Impact

A Delivery Solution That Drives Results

Since launching, over half of our clients now fulfill more than 70% of their online orders using CanFleet, with delivery becoming 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.

Clients also highlighted the ease of onboarding drivers, seamless eCommerce integrations, and greater control over their delivery operations. With CanFleet, retailers were able to offer a more consistent and reliable delivery experience to their customers.

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The Overview

About CanFleet

Project Summary

My Role