Wednesday, September 17, 2014

Heads Up: Package Delivery

UPS: We Love Logistics.
I'm wondering why package delivery services don't offer heads up delivery notifications, out of the box. They already provide automated status updates, so this idea seems like a natural evolution.

Generally, when I'm tracking a FedEx or UPS package, I can provide my e-mail address or cell phone number to receive updates. FedEx and UPS are good about customer service. In my experience, they (especially FedEx) have frequently attempted a second delivery at my request. I realize that UPS is much larger than FedEx, but we're talking about moving bits, not boxes. Since I've already provided my contact info for tracking status updates, why not also send a heads up notification? UPS/FedEx Driver in your area. Please expect delivery within the next 90 minutes.

Today's UPS Story

After putting more thought into it, I realized that my heads up solution seems more than doable. Obviously, I missed a UPS delivery, today. I called UPS to hold my package at the local UPS facility. Then I tweeted them about my heads up idea. They misunderstood and tried to help me get my package, not realizing that I'd already arranged that. Ok, fair mistake – I appreciate the help.

UPS suggested I sign up for My Choice. I gave that a go, but the sign up process wanted to confirm my cell phone number billing address to verify my info. Unfortunately, I tried to sign up with my Google Voice phone number, so I gave up. Too much friction and not the best UX. Perhaps I'll try signing up later. In the mean time I had two options. First, I could wait for UPS to redeliver my package tomorrow. That option might cost the driver an extra five minutes worth of his time. Instead, I chose the second option and decided to go to the local UPS facility and pick it up. It's worth the 32 mile round trip drive rather than sitting around tomorrow.

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