Overview

In the logistics industry, things go wrong — packages get damaged, stolen, or even vanish in transit. Our goal was to reduce customer anxiety around these events by allowing users to insure their packages during checkout and make it easy to file a claim if things go south.

This feature was necessary for individuals and small-to-medium businesses.

Problem

Users had no protection if their package was lost, stolen, or damaged.

Complaints usually led to long back-and-forth emails and, more often than not, ended in frustration. There was no clear way to declare item value, pay for coverage, or file a structured claim.

This created trust issues, especially for high-value deliveries, and we needed to fix it.

Goal

• Let users insure a package easily at checkout
• Let users file a claim when something goes wrong
• Make the claim process feel fair and straightforward

Approach

Adding insurance to a logistics platform wasn’t just about creating another form. It meant designing for moments of loss, frustration, and uncertainty — the rare but critical times when trust is tested.

As we explored the experience, a few key How-Might-We questions guided our thinking:

Understanding the Flow

We began by identifying two key moments in the user journey:

1. Before shipment, users can opt in for insurance.