Boxes image

Online shopping and delivery platform

Boxes image
Boxes image

What is Mul?

Mul is a platform that connects stores, couriers, and customers in Kazakhstan for shopping and on-demand delivery. Using Mul, customers can order anything from restaurants, cafes, pharmacies, supermarkets, and any other partner stores. After an order is placed, Mul finds a courier who’s ready to deliver the order. Customers can track their orders and connect to couriers via Mul chat. Upon delivery, the customer pays for their order and the delivery service.

Boxes image

Our challenge

Our client came to us with an idea to redesign the Mul delivery platform. Initially there were two apps: one for customers and one for partners. Mul Partner supported two user roles: couriers and stores owners. This meant that Mul Partner offered useless features no matter the user role. We divided Mul Partner into two different apps: Mul Courier and Mul Store. So in the end we designed three apps for three user roles.

We strove to build a strong and simple UX and UI for Android apps for customers, couriers, and store owners. With online shopping and on-demand delivery, it’s important that users clearly understand the user flow. We built a pure and simple app architecture.

What is Mul?

Mul is a platform that connects stores, couriers, and customers in Kazakhstan for shopping and on-demand delivery. Using Mul, customers can order anything from restaurants, cafes, pharmacies, supermarkets, and any other partner stores. After an order is placed, Mul finds a courier who’s ready to deliver the order. Customers can track their orders and connect to couriers via Mul chat. Upon delivery, the customer pays for their order and the delivery service.

Our challenge

Our client came to us with an idea to redesign the Mul delivery platform. Initially there were two apps: one for customers and one for partners. Mul Partner supported two user roles: couriers and stores owners. This meant that Mul Partner offered useless features no matter the user role. We divided Mul Partner into two different apps: Mul Courier and Mul Store. So in the end we designed three apps for three user roles.

We strove to build a strong and simple UX and UI for Android apps for customers, couriers, and store owners. With online shopping and on-demand delivery, it’s important that users clearly understand the user flow. We built a pure and simple app architecture.

Boxes image

Let’s take a look at the solutions we designed for each of the three Mul apps.

Boxes image

Let’s take a look at the solutions we designed for each of the three Mul apps.

Customer app
The customer app includes five sections:
Home, Current Order, Special Offers, Notifications, and Profile.
Phone image

Home page

Home is the first screen a customer sees after registering. Here customers can find items, stores, cafes, and restaurants using a map and a search bar with filters. Also, users can browse the catalogs of partner stores, select products, and order them. When ordering, customers set delivery details (only once, later this information will automatically be applied to new orders). Now, to make all this user flow simpler and more straightforward, we allowed customers to select and order goods right from the home screen.

Current Order

The Current Order section shows the status of a customer’s order. Customers can also check their order details, see the total they’ll need to pay, and connect with the courier who will deliver their order.

Phone image
Phone image

Special Offers

We decided to add an algorithm that gives customers special offers based on their preferences and favorite items. The Special Offers section informs customers of current sales and deals in stores and cafes. Customers can also check out special offers from stores they’ve added as favorites.

Profile

In the Profile section, customers can add their favorite orders and addresses for shopping delivery. In the new design we added a favorite orders feature. This helps customers to make repeat orders faster.

Phone image
Courier app
Mul Courier emerged when we divided Mul Partner into two different apps. Courier’s menu includes five sections: New Orders, Orders in Progress, Notifications, Help, and Settings
Phone image

New Orders

In the New Orders section, couriers see new orders and can check their details.

Previously, clients bargained with couriers on the price for delivery. That took a lot of time, so we decided to make this process automatic. Now, algorithms define how much deliveries cost so clients don’t have to interact with couriers when ordering goods.

A courier sees an order with a defined price and can either accept it or decline it. When declining couriers can also provide a reason such as “low price,” “store is too far away,” “client is too far away,” or “I can’t arrive on time.”

Orders in Progress

In the Orders in Progress section, couriers manage all the orders they’ve accepted. Couriers can find out more about their orders and check the routes from the shop to the destination.

We also redesigned the courier shopping list. Now looks like a to-do list so couriers can easily track the things they’ve already bought. When a courier taps “I’ve fulfilled the order,” the customer receives a message with a list of items that the courier got and a list of items that they couldn’t find.

Phone image
Phone image

Text Templates

We implemented ready-to-send text templates for couriers so they don’t get distracted and don’t have to waste time on typing. Couriers have prepared messages like “I’m in the store already,” “I’m near your house,” “There’s no [item] in the store,” and “I’m running a bit late.” To quickly tell clients about a courier's delay, we also implemented a prepared template. Couriers use it to make more exact how late they are. The template offers variants such as “I’m 15 minutes late,” “I’m 20 minutes late,” and so on.

Profile

Apart from basic information, we decided to add order statistics to courier profiles so that couriers can get insights into their work. These statistics show the income rate for the current month and compare it with previous months. They also show the average price of orders as well as the number of orders in the current month and how many orders the courier has declined.

Phone image
Store App
Mul Store also emerged when we divided Mul Partner into two different apps. We revised its UX to make it useful for store owners.

My Stores

The My Stores section is the core of the Mul Store app. Here, store owners can add their stores and provide information about them. Stores can be active, on moderation, or archived.

Owners can also upgrade their stores to corporate stores. Corporate stores are allowed to manage their own couriers and set delivery times. Previously, corporate store owners could manage couriers only in the Mul admin panel.

Store owners can add and edit items they sell in Shelves. In Shelves, all items are divided by category. Store owners can add items one by one or upload them from the catalog that Mul provides. They can also rearrange and delete items.

Phone image
Phone image

In the previous version, store owners could add an item’s name, price, and one photo, but couldn’t add a description. Now, when adding items individually users can add descriptions and several photos of each item, which is useful for products like clothes and electronics. Items from the shelves can have one of three statuses: on shelf, on moderation, and archived. Clients see only items that are on shelve. And now store owners can apply special offers and sales to on shelf items.

Store Statistics

We added store statistics so store owners can monitor how many customers visit their stores and buy items via Mul Client. Store owners also can easily check the average bill customers pay in their stores and the average number of orders. These statistics can be shown for a day, a week, a month, or any other period.

Phone image
Ui image

UI Design

We designed the UI of the Mul apps so that all screens are easy to follow. Each app has its own color scheme. But all three apps – Client, Courier, and Store – share the same typography, UX style, and approach to sections.

Logo

The Mul app already had a logo. We faced the challenge of redesigning it. We also had to design three icons, one for each of the three Mul apps, based on this redesigned logo.

We started with research and checked theme-based websites and designer portfolios. We then prepared a moodboard with e-commerce and food delivery logos, illustrations, and icons.

Logo image
Logos image
Logos image
Logos imageLogos imageLogos imageLogos imageLogos imageLogos image

Our next step was to research competitors. Most of them have icons based on the following:


  • Logo of the service
  • Metaphor on grocery delivery or delivery in general
  • Images of food, restaurants, transport, and navigation

Our first ideas were also connected with the shopping and delivery metaphors.

But using these variants would have led to having a similar logo to competitors. So to make Mul’s icons unique and distinctive, we decided to use Mul’s logo on all three icons.

Logo image

Mul actually refers to mule, an animal used for carrying heavy loads, and we found an analogy to this animal’s figure in the letter M. We first created our mule-inspired M.

Then we designed the final logo.

Based on this logo, we designed icons for Mul, Mul Courier, and Mul Store. We used different colors so that users of different roles don’t get confused.

Results that we achieved

We managed to redesign the Mul apps so that users with three different roles – customers, couriers, and stores – have smooth user flows. All three user roles now have only the necessary features in their version of the Mul software and don’t have to communicate excessively to place orders and accept deliveries.

Team logo image
UI/UX Design
  • Dmitry Panchenko
  • Ihor Tkachenko
  • Olga Lokteva
  • Anatolii Nesterov
Project Management
  • Evgeniy Fedorenko
Customer Success Manager
  • Zhanna Maksiutenko
Boxes image

Ready to create an on-demand delivery app?

We’ll help you figure out how to bring supply and demand together in a way that’s sure to make users wonder how they ever lived without your app.