BP Australia delivers fuel to mining sites and commercial customers through third-party carriers. The entire delivery process relied on manual paper forms where drivers filled out delivery dockets by hand, customers signed them, and copies eventually made their way back to BP for reconciliation.
This created operational chaos with forms not reaching the reconciliation team for days, customers sometimes billed for deliveries they never received, and dispatchers having no real-time visibility into deliveries.
BP approached the project wanting to digitise the delivery docket, believing that replacing paper forms with a digital solution would speed up paperwork return, improve proof of delivery, and give dispatchers real-time visibility into deliveries.
Product Design Lead. I owned research & testing, workshop facilitation, wireframing, visual design, detailed design, helping shape the delivery backlog and working with the developers during delivery to build the app.
2 x BP Product owners and other BP SMEs, Slalom technical architect, 4 full-stack engineers and 1 quality engineer.
Over four weeks, I rode with drivers on regional routes, interviewed carrier admins and dispatchers, sat with BP's trip reconciliation team, and mapped current workflows to understand business needs.
The ride-alongs showed the actual working conditions: drivers working in extreme heat, connectivity dropping in and out, delivery dockets getting soaked or torn, and customers being absent from the site when shipments arrived at 3am. Drivers weren't frustrated by paperwork itself, but when things went wrong and they had no clear process to handle it.
Understanding the paperwork