A
Two audiences, one system
Customers on their phones. Staff on desktops, all day. Same data, different jobs.
Case study · Platform
Chronopost Mauritius — Track N Pay
Where is it, and has it been paid? One screen for both.
- Client
- Chronopost Mauritius
- Sector
- Logistics · parcel delivery
- Our role
- Product design, UX/UI, prototyping, design support through build
- Development
- Future Buzz, our development partner
Admin panel and mobile login · illustrative scene, real screens
Logistics · parcel delivery
01 — Context
Chronopost Mauritius delivers parcels for businesses and individuals. Track N Pay lets a customer follow a parcel and settle what is owed on it from a phone.
Behind it sits an admin panel where Chronopost staff see every shipment, every payment and every user in one place. We designed both sides, in collaboration with our development partner Future Buzz, who built them.
02 — The problem
A parcel with a charge on it raises two questions before it can move: where is it, and has it been paid? Staff needed both answers on one screen. Customers needed to pay without a counter visit.
03 — Constraints
What we had to design around.
B
Payment happens elsewhere
Customers authorise in their MCB Juice app. The interface has to wait on a third party, visibly.
C
Data pushed downstream
Shipment data has to reach other systems. Anything stuck in the push needs to surface, not hide.
D
An international brand
Chronopost’s identity and tone are set by the group. We worked inside them.
04 — What we designed
Four decisions, and why.
Decision 01
Open on what is stuck.
The dashboard leads with four counts: total shipments, pending data push, payment waiting, payment completed. An operator’s first question is what needs action, so the exceptions sit beside the totals, colour-coded and filterable by date range.
Decision 02
Make the wait visible.
Payment completes in another app. The screen shows the amount, tells the customer to open their MCB Juice notification, runs a countdown and offers an explicit cancel — so nobody pays twice or walks away unsure.
Decision 03
Roles and logs, not shared logins.
Users and user logs sit in the main navigation, not a settings corner. Each person has a role; each change has a name and a time. When a payment is questioned, the answer is one click away.
Decision 04
The customer side fits in a hand.
Sign in, find the parcel, pay. Three steps on a phone screen, with the same status language staff see on the admin side — so a customer and an operator on the phone are reading the same thing.
05 — Roles
Who did what.
365CREAProduct strategy, UX research, interface design, prototyping, design support through build
Development partnerFuture Buzz — development and implementation of the admin panel and the customer mobile web
ChronopostProduct ownership, operations input, acceptance testing
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