Route
Mobile App
The Route mobile app redefines the post-purchase experience by seamlessly combining real-time package tracking, instant protection, and AI-powered issue resolution in a beautifully designed interface. It eliminates the hassle of tracking orders across multiple carriers while offering frictionless claims processing for lost, stolen, or damaged packages. Beyond tracking, Route enhances e-commerce engagement with personalized brand discovery and carbon-neutral shipping options, making it both convenient and eco-conscious.
What sets Route apart is its deep integration with retailers, providing a branded tracking experience that reduces support costs and builds customer loyalty. With smart automation, effortless usability, and a focus on sustainability, Route isn’t just a tracking tool—it’s a next-level post-purchase platform that enhances trust, convenience, and engagement for both shoppers and brands.
Defining the Problem
E-commerce brands struggle with post-purchase uncertainty—lost or damaged packages lead to customer frustration, costly support inquiries, and brand distrust. Merchants needed a way to restore confidence in online orders without increasing operational overhead. The challenge was clear: how might we create a seamless, automated experience that reduces friction and enhances trust?
Designing the solution
The Route app reimagines package tracking and protection with a user-first approach. By blending real-time tracking, one-tap claims, and a visually intuitive interface, we streamlined the post-purchase experience. Our design prioritized clarity, automation, and effortless support—turning frustration into trust.
Learnings and results
Through iterative testing, we discovered that transparency and automation are key. Customers valued proactive updates, leading to a 25-75% decrease in WISMO inquiries. Optimizing the claims flow resulted in a 97% customer satisfaction score while resolving 1.5 million tickets efficiently. The improved experience also led to an 8% increase in customer lifetime value, proving that a seamless post-purchase journey directly impacts retention.
Unrealized concepts
Not all ideas make it into the final product. We explored AI-powered shopping experiences that go beyond tracking—helping users discover the perfect gifts, generate curated catalogs based on shopping habits, and build personalized collections of products around life’s moments. Imagine effortlessly creating a “Weekend Getaway” or “New Home Essentials” list, with AI surfacing the best recommendations tailored to you.
While these explorations are still in progress, they hint at a future where Route isn’t just about protecting what you buy—it’s about enhancing how you shop, curate, and experience every purchase.
