Delivery Management App
Mercado Libre
Envíos Flex is a delivery management app used by drivers to complete same-day deliveries for Mercado Libre. After a noticeable drop in NPS, the project focused on rethinking the experience to better support drivers in real delivery conditions.
Completion Date
DEC 2025
Timeframe
5 Days
Category
Discovery
Challenges
The Envíos Flex app experienced a 4% decrease in NPS compared to the previous quarter. Driver feedback revealed recurring friction during deliveries, particularly when accessing critical information or completing actions quickly while in transit. The core issue wasn’t missing features, but lack of context. The app presented the same interface regardless of where drivers were in the delivery journey, forcing them to navigate multiple screens, search for information, and lose valuable time.
Approach
Based on user feedback, a clear hypothesis emerged: Envíos Flex needed to evolve from a static interface into a proactive, context-aware system. The solution focused on adapting the interface to each stage of the delivery journey. By leveraging geolocation, the app anticipates drivers’ needs and surfaces relevant information and actions exactly when they are required. This reduced unnecessary navigation and decision-making, enabling drivers to act faster. As a result, key actions became more intuitive, contextual prompts minimized friction on the road, and the overall experience felt clearer, more supportive, and better aligned with real delivery workflows.
[Home] The full route at a glance Drivers can quickly see where to go and which packages to prepare. A progress bar shows route status, the map displays all stops, and the drawer lists every delivery. The next stop is highlighted on both the map and the list, with a clear “Go to destination” action always within reach.
Complete flow Low-fidelity flow mapping the driver’s ideal journey.
