Case Study: UPS improves e-commerce delivery and returns with AKQA

UPS scores more than 50 product capabilities with AKQA

UPS, a global shipping and logistics company, sought to improve the e-commerce experience for both shoppers and small businesses. The challenge was to meet rising customer expectations for quick and easy package delivery and returns, which small businesses in particular struggled to fulfill. Partnering with vendor AKQA, the goal was to develop a digital solution to simplify these complex logistics.

AKQA developed a new, intuitive mobile app for UPS that utilized native phone features like the camera and contacts. The solution included digital-first offerings such as instant shipping quotes and rich visual tracking to make sending and receiving packages easier. The app was widely adopted and received strong reviews, exceeding industry benchmarks for satisfaction and ease of use. This success demonstrated AKQA's ability to create transformative change for a large, established brand like UPS.

UPS