DynaLogic XL Delivery Improvements

Written By Anne Stewart

DynaLogic’s NPS score was suffering in one of their most important, but most difficult types of services: XL and XXL delivery and installation (large appliances and furniture). I conducted enthnographic research in the field and at the warehouse, conducted interviews with key employees, and made several key recommendations to improve the service.

Our recommendations included:

  • Recommendations for improving relationships between management and contracted employees

  • Financial incentives for contracted employees

  • Track and trace improvements

  • Designing to improve trust at the delivery point

  • A better, and more sustainable, packaging experience

Anne Stewart
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