Amazon Middle Mile – Web, Mobile

UX Lead, Contributor

The Amazon Powered mobile app helps businesses manage expenses, cards, credit accounts, and bill payments, across many accounts in the vertical of middle-mile delivery drivers. The technology and data powering this app is sourced from many internal and external systems. The Amazon Powered mobile app offers many common mapping / location tools, and many unique tools for administrators, authorized users, and managers of fleets that handle specific distances of deliveries. The level between Amazon systems and Corpay systems to empower this app is extensive, relative to other organization integrations.

The Amazon Powered mobile app also required largely different and large-scale customizations, like uploaders, communications, multi-edit UI tools, and approval queues. The mobile app is paired with the Driven Web Enterprise web app, where other features are offered to enable all of the unique Amazon Powered features. This feature set is planned to change more in the future. The mobile app experience is most suited for Drivers / Employees but also has support for administrators.

The Driven Enterprise web provides more advanced tools, that the mobile app does not. Out of many different integrations and partners with Driven, the Amazon MM configuration is by far the greatest and most complex.

Typical Configuration:
Money Transactions * Cards * Purchase /Card Limits * PINs * Accounts * Fleets / Customer Groups * Bill Pay * Users * Security *  Map  *  Location Services  *  Uploaders  *  Approval Queues  *  Communications  *  Multi Edit UI  *  and more

Users:
200,000 – 500,000
Administrators  *  Viewers  *  Drivers / Employees

Devices:
Web, Tablet, Mobile web, Apple, Android

Group: North America – Fuels

Team: 

• 1 – 2 – UX Consultants
• 10 – 30 Developers 
• 8 – 16 QA
• 5 – 10 Product Owners
• 6 – 10 Stakeholders

Duration:

• Course of 1 – 2 years

Challenges:

• How might an account manager/driver user activate their account more quickly (< 30 days from credit check)?
• How might an account manager user more easily get the Card to the driver (< 48 hours from receipt of the Card)
• How might an administrator be enabled to subscribe to more products?
• How might a driver be more successful in fixing issues at merchants and stores?
• How might a driver be more successful in managing their own Card and PIN numbers?
• How might an account holder better secure the card authorizations on their account?
• How might a cardholder more securely verify their card / account / plan, without needing to call customer support or their administrator?

Deliverables:

• ~800 wireframes / year (created, maintained)
• ~35 flow diagrams (users, systems) / year
• 211 UI component library
• 20+ UX consultations / year
• 30+ pages of annotations / year
• Human analysis of data (data from internal and external systems)
• Interactive prototypes
  • Register / Sign Up  / Account setup
  • Card maintenance, 
  • Card activations
• Ride-along with Drivers

Results:

• 85% success rate on Card activations – 2024 – Amazon MM Mobile, Driven for Amazon Web
• 90% success rate on Card orders fulfilled without customer reported issues – 2024 – Amazon MM Mobile, Driven for Amazon Web
• 75% success rate on customer self-service user/account provisioning – 2024 – Amazon MM Mobile, Driven for Amazon Web
• 150% – Increase in users since launch – 2024 – Amazon MM Mobile
• Pending future releases – Driven for Amazon Web

Contact me for a demo.