UX case study

Vehicle
relocation

ResearchUXSystem design

01 · The brief

Design a two-wheeler relocation experience that gives users clarity on vehicle condition, insurance and responsibility, from booking to delivery.

Book → inspect → transport → deliver
07/10
users
Trust
✓Condition checked
◆Insured & tracked

02 · The problem

Vivek's bike reached Dehradun with a new scratch. He had no way to prove it wasn't there in Chennai.

VS
Vivek Sharma, 29IT professional · relocating from Chennai to Dehradun for work
Unclear pricingInconsistent quotesHidden chargesDamage anxiety
How he feltConfused → distrustful → anxious

03 · Research

20

People surveyed about relocating a two-wheeler

55% had done it before

What worried them most

Vehicle damage50%
Delay20%
Poor packing15%
Theft5%

04 · The existing BikeXpress journey

Where trust breaks

  1. 01Enquiry
  2. 02Quote
  3. 03Handover
  4. 04PackingLimited visibility
  5. 05Tracking
  6. 06Delivery
  7. 07InspectionNo record to compare
  8. 08Damage found
  9. 09ClaimNo clear claim path

Tracking tells you where your bike is. Nothing tells you what state it's in.

The insight: users didn't want better tracking. They wanted proof.

05 · Design opportunity

How might we build a relocation experience that earns trust with evidence, from booking to damage resolution?

01Clarity

Understand coverage before shipping

02Evidence

Record the condition and packing proof

03Visibility

Track the bike and inspect it on delivery

04Resolution

Report damage and follow the claim

06 · Design process

DESIGN PROCESS
Chennai → Dehradun0 km
Step 01 Define

07 · First solution

Terms people can actually read

Before any app, the first fix was the terms themselves. The original was dense legal text that nobody read until something went wrong.

v1 · The redesigned terms sheet

v2 · Made clearer: every clause starts with what it means for you

01Who’s whoThe waybill is your contract. It says what we carry, where, and what we’re responsible for.
You
The customer (consignor) who books the shipment
Safexpress
The carrier that moves your vehicle
Receiver
The person the vehicle is delivered to (consignee)
Waybill
Your booking proof and the contract for this shipment
02What we promiseWe carry your vehicle to the address on the waybill and keep you updated.
  • Accept your vehicle as allowed by law
  • Carry it to the address on your waybill
  • Hand it over to the receiver
  • Keep you updated at every stage

We’re only responsible for the services written on your waybill.

03What you agree toYou tell the truth about the bike and its value, pack it right, and pay as agreed.
  • Give correct details about the vehicle and its true value
  • Hand it over safe to pack and clearly labelled
  • Ship only lawful items
  • Pay the agreed charges on time
  • Reply to us if we have a question

If wrong or missing details cause a loss, you’re responsible for it.

04If something goes wrongThe bike’s condition is recorded before and after, so damage is clear and claims are fair.
  1. Before packing – photos of the vehicle are taken and locked as the condition record
  2. At delivery – inspect the vehicle against those photos before you confirm
  3. Found damage? – report it with new photos; the earlier records attach automatically
  4. Follow the claim – submitted → review → assessment → decision → closure

Events nobody can control (floods, strikes, riots, government orders) are not counted as our fault.

05What we don’t carrySome things we never carry, for everyone’s safety.

Explosives · flammable items · hazardous chemicals · currency or cash · weapons · illegal drugs · anything banned by law

Clear terms told people who was responsible. They still couldn’t prove what state the bike was in. That became the app.

08 · Final UX

Six flows that carry the evidence from booking to claim

01

Evidence before transit

Condition record

Required photos are taken before packing, then locked to the shipment: a reference nobody can edit later.

Capture → review → lock
9:41Pre-ShipmentVehicle Condition CheckStep 3 of 7Record your bike’s conditionCapture your bike before packing. These photos create an official condition record.REQUIRED PHOTOS0/4 capturedFrontTap to captureLeft sideTap to captureRight sideTap to captureRearTap to captureWALKAROUND VIDEOWalkaround videoOptionalA full walkaround strengthens your claim record.0 of 4 photos completed4 remainingContinueBikeXpress · Vehicle Condition Check9:41Pre-ShipmentVehicle Condition CheckStep 3 of 7Condition record readyReview your vehicle condition before submitting. This record will be saved with your shipment.RECORD DETAILSBooking / Waybill IDSFX-2024-MH-88412Vehicle registrationTN 09 AB 1234Captured on23 Sep 2026, 7:58 PMPhotos4 of 4 requiredVideoNot includedCarrierSafexpressThis record will be locked after submission against waybill . Photos can’t be edited or retaken once confirmed.SFX-2024-MH-88412Confirm & submit recordBikeXpress · Vehicle Condition Check
02

Proof after handover

Packing proof

Staff upload packing photos and a verified checklist. The black box after handover finally has a window.

Uploaded by logistics staff
9:41Pre-ShipmentPacking ConfirmationStep 4 of 7Your bike has been packedPacking verified by Safexpress facility · Chennai South.Uploaded by Safexpress staffSFX-STAFF-2241 · 23 Sep, 7:58 PMPACKING PHOTOSBy logistics staffSTAFFProtective coverOuter cover appliedSTAFFAdditional wrappingExtra wrap appliedSTAFFSecuring strapsStraps fastenedSTAFFShipment labelWaybill label affixedView packing proofContinue to trackingBikeXpress · Packing Confirmation
03

Visibility through transit

Live tracking

Progress and proof in one place. Shipment records stay one tap away from the tracker.

Track journey → access evidence
9:41In TransitLive TrackingStep 5 of 7FromChennai SouthToDehradunIn transitEst. delivery · 24 Sep 2026Waybill IDSFX-2024-MH-88412CopySHIPMENT TIMELINEBooked19 Sep · 10:42 AMCondition recordedEvidence saved19 Sep · 11:15 AM · 4 photos lockedPacked by SafexpressEvidence saved19 Sep · 2:30 PM · Chennai South facilityIn transitNowEst. arrival at destination hub · 22 SepDestination hubDehradun facilityOut for deliveryDelivery on 24 SepView shipment recordsBegin delivery inspectionBikeXpress · Live Tracking9:41In TransitLive TrackingStep 5 of 7FromChennai SouthToDehradunIn transitEst. delivery · 24 Sep 2026Shipment recordsEvidence attached to SFX-2024-MH-88412Two independent records, one from you before handover and one from Safexpress after packing, together form your pre-shipment evidence.By youLockedCondition record4 photos · 19 Sep · 11:15 AMViewBy SafexpressLockedPacking proof4 photos · 19 Sep · 2:30 PMView
04

Evidence at the moment of delivery

Delivery inspection

Before confirming, the delivered bike is checked against its own pre-shipment photos.

Compare → inspect → decide
9:41DeliveryDelivery InspectionStep 6 of 7Inspect your bike before confirming deliveryCompare your bike with the condition recorded before shipment.Delivered24 Sep · 11:42 AMWaybillSFX-2024-MH-88412Pre-shipment evidence readyCondition record + packing proof locked to this shipment.CONDITION RECORDED BEFORE SHIPMENTFrontLeft sideRight sideRearCompare with pre-shipment recordWalk around your bike now. Check panels, mirrors, wheels and frame against the photos above before confirming.Everything looks goodConfirm delivery, no damage foundI found damageDocument damage and start a claimBikeXpress · Delivery Inspection9:41DeliveryDelivery ConfirmedStep 7 of 7Delivery completeYour bike has been delivered in good condition. All shipment records are stored against waybill SFX-2024-MH-88412.WaybillSFX-2024-MH-88412VehicleTN 09 AB 1234Delivered24 Sep 2026 · 11:42 AMConditionGood · confirmed by ownerBikeXpress · Delivery Complete9:41Report damage · SFX-2024-MH-88412Where is the damage?1Location2Photos3Describe4Evidence5ReviewMark where you found the damage. Your pre-shipment condition record will be attached automatically.WHERE IS THE DAMAGE?FrontLeft sideRight sideRearHandlebarWheels / tyresEngineOtherPRE-SHIPMENT CONDITIONFrontLeft sideRight sideRear19 Sep · locked condition recordContinueBikeXpress · Damage Report
05

Evidence connected automatically

Damage reporting

Existing condition and packing records attach themselves. Users only document what’s new.

Capture → summary → submit
9:41Report damage · SFX-2024-MH-88412Capture damage evidenceLocation2Photos3Describe4Evidence5ReviewTake clear photos of the damage found on the left side.Wide view ✓Left side · handlebar areaTap to retakeClose-up ✓Tap to retakeAdditional photoOptionalRecord videoOptionalWalkaround showing the full damageThese photos are attached to your damage report and compared with your pre-shipment condition record.Continue · describe damageBikeXpress · Damage Report9:41Report damage · SFX-2024-MH-88412Evidence summaryLocationPhotosDescribe4Evidence5ReviewPre-shipment condition ✓LockedRoyal Enfield Meteor 350TN 09 AB 1234 · 19 Sep 2026 · by youCondition verified before shipment · locked to SFX-2024-MH-88412Protective coverAdditional wrapSecuring strapShipment labelPacking proof ✓ · by Safexpress · 19 Sep 2026STAFFDelivery damage evidence ✓24 Sep · 2 photos⚠ Handlebar damagedBroken part · Handlebar · Moderate severityContinue · review reportBikeXpress · Damage Report9:41BikeXpress · Damage ReportReport submittedDamage report submitted24 Sep 2026 · 11:58 AMCLAIM REFERENCEClaim IDCLM-2026-09-4412WaybillSFX-2024-MH-88412Evidence attached to claim4 pre-shipment condition photosSafexpress packing proof2 delivery damage photosWHAT HAPPENS NEXT1Safexpress reviews your evidence2An assessment is carried out and a decision is made3You are notified of the outcomeTrack my claimTrack your claim under BikeXpress · My Claims
06

Clarity until closure

Claim tracking

Reporting isn’t the end anymore. Every stage of the claim is visible until it’s settled.

Submitted → review → assessment → decision → closure
9:41BikeXpress · My ClaimsClaim TrackingIn reviewCLAIM IDCLM-2026-09-4412SUBMITTED24 Sep · 11:58 AMLatest update · 24 Sep · 12:10 PMYour claim has been received and assigned to a Safexpress claims officer. Evidence review is underway.CLAIM TIMELINEClaim submittedDONE24 Sep 2026 · 11:58 AMEvidence reviewCURRENTIn progressYour evidence will be reviewed by the Safexpress claims team.AssessmentTimeline will be updatedDecisionTimeline will be updatedSettlement / closureTimeline will be updatedCLAIM DETAILS

09 · Usability testing

Tested with 5 people across 6 tasks on an interactive prototype.

29/30

Tasks completed independently

Heard“Locked condition record” made a first-timer pause.ChangedAdded copy: the record is saved permanently and can't be edited or retaken.
Heard“View shipment records” was overlooked while tracking.ChangedPromoted it to a prominent CTA inside live tracking.
HeardThe evidence summary and review screens felt repetitive.ChangedGave each one a job: the summary compares evidence, and the review confirms and submits.

10 · Final outcome

From tracking a shipment

to building trust throughout the journey.

Clarity → condition evidence → packing proof → live tracking → delivery inspection → damage reporting → claim resolution