How Late Does FedEx Deliver Packages on Sunday?

  • FedEx Home Delivery now delivers every day of the week. 
  • Deliver to most residential customers on Saturday and Sunday at no additional cost. 
  • Deliver to most residential customers on Saturday and Sunday at no extra cost.

The first thing is to double and triple-check. Are you sure it wasn’t delivered at a different door? Often the delivery person and the recipient have other ideas of which is the ‘front door.

Often the delivery person tries to make the package hard to see from the road to prevent theft, so check behind things on a porch or carport. If your house number is not visible, there is a chance the package was delivered to a neighbor instead. It can also be the case when a package needs a signature, but no one is home. In many cases, a neighbor can sign for the box, and the courier will leave a note on your door, but the letters can fall off or be swept away by the wind.

Once you are sure the package is not there, you should file a report informing the shipper that the package is missing. It may take a few hours to respond since these reports take time to follow up on and require the courier to contact their station or dispatcher about the package.

Hopefully, the courier will give some detail to help you locate your package or confirm that it is missing from that location. In the end, it cannot find the package. You will need to file a claim for the replacement value (assuming it was under $100 or was declared and insured if it was above $100 in value).

Residential Delivery Every Day of The Week

Your customers want to receive their purchases every day — and you want to deliver. Now Saturday and Sunday delivery come standard for FedEx Home Delivery residential shipments so that you can provide your customers’ packages up to one day sooner. 

Monday−Sunday. Delivery is between 9 a.m. and 8 p.m. FedEx Ground picks up packages Monday−Friday.

  • Additional information: You can request this 
  • Delivery time: 1–5 business days within the 
  • FedEx network: FedEx Ground

Delivery days and times vary by service type: FedEx Express: Monday through Friday, 8 a.m. to 6 p.m. (and Saturday with Saturday Delivery particular handling option) FedEx Ground: Monday through Friday, 8 a.m. to 7 p.m. FedEx Home Delivery: Tuesday through Friday, 9 a.m. to 8 p.m.Saturday, 9 a.m. to 3 p.m.

I am expecting a package. When will I receive it?

You can track the status of your shipment on by using your tracking number and reviewing the Estimated Delivery Date. Deliveries occur during business hours and depend on the selected service and location. If you do not have your tracking number or have any questions, please contact FedEx Customer Service at 800 FedEx (800 33339).

What is FedEx Home Delivery?

FedEx Home Delivery is a ground shipping service that delivers to residential areas. It is faster to more residential locations than UPS Ground. FedEx Home Delivery also delivers to more residential locations than UPS Ground on the weekend.

Shipping/transit time

In the contiguous U.S., delivery takes 1–5 days. Shipping to and from Alaska and Hawaii is 3–7 days. 

Weekend deliveries

Deliveries are made every day of the week. FedEx Home Delivery delivers to more residential locations than UPS Ground on the weekend. You can even request evening or appointment delivery.


Get started by getting a shipping rate.

Weight limit and maximum package size

Packages up to 150 lbs., 108″ in length, and 165″ in length plus girth (L+2W+2H) can be shipped.

Delivery area

FedEx Home Delivery delivers throughout all 50 states.

When to use FedEx Home Delivery in U.S.?

Use FedEx Home Delivery to ship to someone’s house or apartment. Use FedEx Ground to ship to businesses.

  1. When you create a shipping label on, make sure to select the check box labeled “This is a residential address.”
  2. If you’re not sure if your destination is a residential address, don’t worry.
  3. Choose “Perform detailed address check.” Our systems will tell you if the address is residential or commercial.
  4. Then select the confirmed address or choose “Use address as entered” and check “This is a residential address.”
How Late Does FedEx Deliver On Sundays

Customize when your shipment arrives

Get delivery any day of the week, including weekends: With FedEx Home Delivery, take advantage of Saturday and Sunday deliveries to all 50 states.

Get delivery on the date you choose: Get convenience with FedEx Date Certain Home Delivery®. The date can’t be before the expected delivery date and must be within ten days from the pickup. This service delivers Monday–Sunday, excluding holidays.

Get delivery between 5 p.m. and 8 p.m: FedEx Evening Home Delivery® is an excellent option if your recipient isn’t available during the day. Use it to choose delivery in the evening on the scheduled day of delivery.

Get delivery on a specific date, during your chosen 2-hour window: With FedEx Appointment Home Delivery®, it’s so easy. We’ll contact the recipient by phone in advance to schedule the delivery.

How to use these customized home delivery options: Create a shipping label online and select your choice in the Special Services section. Or call Customer Service at 1.800.GoFedEx 1.800.463.3339 for help.

Does FedEx Deliver On Saturday?

FedEx Ground delivers Monday through Friday only. However, the residential service, FedEx Home Delivery, includes weekend delivery times with no surcharge. Saturday delivery for overnight envelopes and packages, where available, will cost you extra.

Does FedEx Deliver On Sunday?

FedEx Home Delivery will drop off packages on Sundays at no extra cost. However, this service is only available in certain areas. Check the map for Sunday delivery areas.

Does FedEx Deliver On Holidays?

Generally, FedEx Ground services deliver on most U.S. holidays with their regular schedule. The two exceptions are Thanksgiving Day, Christmas Day, and New Year’s Day. All but critical carrier services are closed on those days. 

Freight, overnight, and SmartPost services generally have modified schedules on holidays. Check the FedEx holiday schedule for more information.

What Time Does FedEx Deliver To My Zip Code

FedEx First Overnight® Next-business-day delivery by 8, 8:30, 9:00, or 9:30 am to most areas and by 10 am, 11 am, or 2 pm to additional extended regions, depending on the destination ZIP code. Monday–Friday, with Saturday pickup and delivery available in many areas for an additional charge.

Does FedEx Ground deliver on Sundays?

FedEx Ground Now Delivers Residential Packages on Sunday, Year-round. “This provides added value to e-commerce shippers throughout the U.S. and the 188 million online shoppers in 7,700 cities and towns where FedEx Home Delivery packages deliver on Sundays.

To help online retailers offer better delivery options to their customers, FedEx has now started to ship and deliver on Sundays, too. FedEx Sunday delivery hours can be as late as 8 pm, and the service means all cities in the U.S. now have a seven-day delivery service.

A.M. Delivery Offers You:

  • More effective planning choices.
  • Advanced inventory control.
  • Easy management.
  • Early delivery by 10:30 is the official delivery date.
  • Competing rates
  • On-time delivery — or your money back.

What Time Does FedEx Deliver To My Neighborhood

FedEx Ground is faster to more locations than UPS Ground. Deliveries take between 1–5 days, with most packages arriving within three business days.

So do you think that all the packages in your Zip Code are delivered simultaneously?

When your package gets delivered will depend on whether you’re at the beginning or the end of the route. And there will be at least three FedEx routes covering your area: FedEx-Express, FedEx-Ground, and FedEx-Home Delivery (a division of Ground.)

If your package is Express, the Express driver will deliver it. If it’s Ground, it’ll probably deliver by the Home Delivery driver, but sometimes, the regular Ground driver will provide it if it’s a massive package.

But it all depends on where you are on the route. It could be as early as 9 am. It could be as late as 9 pm. Someplace has to be first. Someplace has to be last.

What Time Does FedEx Stop Delivering Packages?

It depends on your location and which FedEx you are talking about.

FedEx Express typically delivers business packages until 3 pm in most areas and residential packages until 430 pm – except in what is called the “PM” areas which are further away, in which case everything delivers until 430 pm.

However, they CAN deliver as late as 7 pm to residential customers if they need to due to volume or delays. FedEx Ground and FedEx Home services can deliver as early as 7 am and as late as 8 pm regardless of location.

FedEx Custom Critical delivers as soon as they can get there, but this is a very specialized service, and the customer can request a specific time if they want.

Friends, FedEx Freight and FedEx LTL, deliver tractor-trailer loads and usually are there before 5 pm.

Professional indemnity insurance

How Late Does FedEx Deliver Packages In 2022?

That depends on where it is sent from and to and the service you pay for. For instance, if I ship from Florida to the UK, it can take as little as three days. If I choose a slightly cheaper service, it can take a week.

How Late Does FedEx Deliver On Sundays

However, they can’t guarantee anything because, of course, on arrival in the UK, the package has to go through customs, and it can take several days to do their thing.

For me, about 30–45 seconds.

The time it takes the FedEx driver to get out of their truck, walk to my front door, ring the bell, and leave the package.

Now, if you are Total delivery times, it depends on what the shipper picked as the delivery option. Can be Next Day Air 8:00 am, or 7–10 days later.

It all depends on what you are willing to pay and how far the package goes. You can drop it off in the evening for domestic deliveries in some areas and have them delivered as early as 8 am.

Of course, that kind of service is costly, most customers prefer overnight services for mornings or afternoons, but the original FedEx also offers 2-day and 3-day delivery services.

If FedEx says my package will be delivered today by 8 pm, how accurate is that time?

If it says it will deliver by 8 pm. the keyword is “BY.” It means that 8 pm is the latest the package should arrive. Where you are on the route will determine how early/late you will receive the package.

But if it says ‘by 8 pm’, it can be delivered anytime between when the driver leaves for their route in the morning till 8 pm, which is the latest the driver should be out for delivery.

First of all, never ship money, checks, coins, jewelry through any carrier because there is a possibility it WILL stole because packages are scan and you can see the contents. Use a cashier’s check and send it overnight.

Cashiers checks can’t be cashed without proper ID. Second, call FedEx and put a trace on the package, then file a late delivery claim. As far as the cash, you can try to clan a missing contents claim as well. Ask the agent if/when you call.

What Do You Do If FedEx Says A Package Was Delivered, But You Didn’t Receive It?

First, contact FedEx as soon as possible to trace the package and see if the driver remembers anything. You can reach them at 1–800–463–3339.

Have your tracking number ready, and say “representative” through the first couple of prompts, and that will get you right to a person.

Next, contact the person that shipped the package to you. They will open a claim if there is a delivery issue and pressure FedEx to resolve the situation.

They may also be able to go ahead and ship you a replacement if the item is time-sensitive while they get it resolved with FedEx.

In the future, request a direct signature when receiving packages, especially if you are in an area where package theft is relatively standard.

It will help to ensure that it makes it into your hands and will give you a little more leverage with FedEx if it does not.

You can also consider using a pick-up-at-location shipment through FedEx, where they ship it to a FedEx Office for safekeeping instead of delivering directly to your doorstep.

Good luck; I hope you find your package!

How Late Does FedEx Deliver Packages On Sunday?

 As a driver, I’ve been asked about missing packages several times. On the scanner, we enter the location where we left the box. Most of the time, we can recall in detail where we put it.

If we’re not sure (we make hundreds of deliveries a week), we are asked to return to the location and check. Sometimes the package is still right there where it was left.

Does FedEx deliver after 8 pm?

8 pm is considered the end of delivery time during a delivery day for UPS, FedEx, and maybe DHL. It means your package could be delivered anytime during the day up to 8 pm. Btw, the US Postal Service rarely provides beyond 5 or 6 pm. Due by 8 pm means the package should be delivered before that time on that day.

How Late Does FedEx Deliver On Sundays

Does FedEx deliver after 9: 00 pm?

FedEx Ground and FedEx Home services can deliver as early as 7 am and as late as 8 pm regardless of location. FedEx Custom Critical delivers as soon as they can get there, but this is a very specialized service, and the customer can request a specific time if they want.

What Time Do UPS And FedEx Stop Delivering?

UPS Ground packages are generally delivered anytime Monday through Friday between the hours of 9:00 am and 9:00 pm (and sometimes later) to residences and business addresses during their regular business hours Monday through Friday.

FedEx Ground is faster to more locations than UPS Ground. Deliveries take between 1–5 days, with most packages arriving within three business days.

What happens if my FedEx package is late?

We strive to ensure that your shipments arrive at their destination on time at FedEx, so our Money Back Guarantee Policy(1) applies even if we miss our published or quoted delivery time by as little as 60 seconds.

UPS Vs. FedEx – 100 Weight Program In 2021

UPS and FEDEX have typically charged shipping per package based on the weight of each box. But with the current ground networks being as extensive as they are now and most areas in the U.S. covered, they are both now focused on building more density into their existing routes.

One of the most significant costs associated with shipping and delivering any product on a truck is the number of stops that the truck has to make. Let us take a simple example.

How much time would it take to deliver 100 packages to 100 different houses on the same street versus delivering 100 packages to 1 home on that street?

Those 100 packages get picked up by the carrier at the store, run through their sorting facilities, shipped out on delivery trucks, and then delivered to each destination.

Each of the factors in this equation would be equal until the last. It would handle the exact amount of packages, virtually the same amount of miles driven to get the packages there, but much more time to stop at 100 houses than just 1.

So FedEx and ups have decided to give volume discounts on orders over 200 lbs and multiple packages to entice customers to make more oversized shipments.

It adds packages and sales to the ups and FedEx existing ground networks with minimal incremental cost because the number of stops on the truck does not increase.

I wonder how long it will take the post office to figure simple things like this out? Do they need to deliver daily six days a week?

How Late Does FedEx Deliver Packages In 2021?

If they delivered Mon, Wed, and Sat instead of Mon, Tue, Wed, Thu, Fri, Sat, they could cut their delivery costs by 50% and still get the mail there is virtually the same time.

Of course, we are talking about a government entity and unions with a monopoly on mailbox delivery, so I don’t expect that brainchild of an idea to come to fruition any time soon.

Anyway, back to the multiweight program, there is one advantage with the multiweight programs that FedEx has over ups. FedEx pools the orders together for volume discounts on a single day on delivery zip code.

How Late Does FedEx Deliver

So if you have ten packages at 30 lbs each going to the same zip code on the same day, the packages will qualify for the multiweight discounts with FEDEX even though they are ten separate orders.

As far as I know, ups do not do it by zip code yet, just by address.

How Late Does FedEx Deliver?

FedEx Evening Home Delivery is an option with FedEx Ground service. This service delivers between 5 pm and 8 pm, Monday through Saturday. 

What Does FedEx Mean By End Of Day?

FedEx Ground delivers by the end of the business day but doesn’t specify what time that is. You can assume it’s around 5 pm, which is when most offices close their doors. For FedEx Home Delivery, however, the end of the day is 8 pm local time.

If you’re shipping packages, your cutoff for shipping out that day will vary by where you’re sending. FedEx shipping locations may have a cutoff as late as 7 pm for Zone 1 packages. Expect an earlier cutoff for parcels shipped farther. Check with your local FedEx office for shipping cutoff times.

How Long Does FedEx Take To Deliver?

Generally, FedEx Ground delivers in one to seven business days. Delivery times in the contiguous United States are one to five days. In Alaska and Hawaii, packages will arrive in three to seven days. 

FedEx Express Freight delivers in one to three business days to most US locations. 

FedEx overnight services deliver the next business day. Saturday deliveries are available in some locations.

Answers to your FedEx Home Delivery questions

  1. What’s the difference between FedEx Home Delivery and FedEx Ground?
  • FedEx Home Delivery, part of the FedEx Ground network, delivers packages 150 lbs. or less to residences every day of the week. A $4 residential surcharge is applied per package.
  • FedEx Ground delivers packages 150 lbs. or less to businesses or commercial areas Monday–Friday.

2. What’s the transit time for shipping within the contiguous U.S.?

FedEx Home Delivery delivers within 1–5 days every day of the week, including Saturday and Sunday (excluding Hawaii and Alaska). It’s ideal for packages shipping within the U.S.

3. What’s the transit time for shipping to/from the contiguous U.S. to/from Alaska or Hawaii?

If you’re shipping packages to/from the rest of the United States to/from Alaska and Hawaii, FedEx Home Delivery delivers shipments within 3–7 days.

4. What’s the FedEx Home Delivery weight limit?

FedEx Home Delivery can deliver items up to 150 lbs., up to 108″ in length, and 165″ in length plus girth (L+2W+2H). If you need help packing your shipment, we can guide you on packing and getting the supplies you need.

If your shipment is over 150 lbs. and you’re looking for an affordable ground option, you can ship your heavy items with FedEx Freight. It’s our less-than-truckload (LTL) trucking service with lower costs than expedited shipping.

5. How long does FedEx Home Delivery take?

FedEx Home Delivery takes 1–5 days to deliver within the contiguous U.S. or 3–7 days if you’re shipping to residential addresses in Alaska or Hawaii. The exact time your FedEx Home Delivery shipment will be delivered is based on your shipment’s origin and the distance to the destination. You can use our interactive maps to estimate FedEx shipment times and costs. Just provide the origin ZIP/postal code.

6. Can FedEx Home Delivery ship to P.O. boxes? 

No, FedEx Home Delivery can’t deliver to P.O. boxes at this time. You can choose to have a package held for pickup at a local FedEx location.

7. Can I ship hazardous materials with FedEx Home Delivery?

No, FedEx Home Delivery can’t be used to ship hazardous materials, except ORM-D and Limited Quantity items.

8. My recipients need their package delivered by a specific date. What can I do? 

If you’re looking to have your shipment arrive on a specific date, you can select FedEx Date Certain Home Delivery. Packages will arrive on your chosen date from Monday to Sunday, excluding holidays. The date can’t be before the expected delivery date and must be within ten days from the pickup date.

If you need expedited shipping, you can use one of our express options for overnight or 2–3-day delivery.

9. My recipient won’t be home during the day to accept the delivery. What can I do?

If you know the recipient won’t be home to accept their package during the day, use FedEx Evening Home Delivery. With it, you can schedule a delivery for between 5 p.m. and 8 p.m. on the typical day of delivery.

10. My recipient wants to know exactly when the shipment will be delivered. What can I do? 

If your recipient wants to arrange the specific date and time their residential delivery will arrive, choose FedEx Appointment Home Delivery. We’ll contact them by phone in advance to schedule. Otherwise, they can track their shipment or use FedEx Delivery Manager to provide specific instructions and stay updated with alerts and notifications. 

If your business gets a lot of shipment status requests, sign up for FedEx Advanced Tracking. You can customize and manage your shipments, get seamless visibility, and notify recipients of updates and alerts via email.

11. How do I track my FedEx Home Delivery package?

If you’re expecting a package, you can track a shipment here.

If you want to customize your delivery by requesting to hold packages at a FedEx location, sign up and use FedEx Delivery Manager. You can also use it to sign for a package virtually or even receive alerts when a FedEx package is being sent to you.

12. Does FedEx Home Delivery deliver on Saturday?

Yes, FedEx Home Delivery delivers seven days a week. You (or your recipients) don’t have to wait until Monday to get shipments sent late in the week. You don’t have to pay an extra fee or choose an expedited service for weekend delivery. 

13. Does FedEx Home Delivery deliver on Sunday?

Yes, FedEx Home Delivery delivers to most residential locations on Saturdays and Sundays. It reaches nearly 95% of U.S. residential addresses on Sundays, while UPS Ground doesn’t deliver on Sundays at all. See our FedEx Ground service maps for coverage details.

14. How late does FedEx Home Delivery deliver?

Packages are typically delivered by 8 p.m. You can track and manage your incoming shipments by signing up for FedEx Delivery Manager.

15. What time does FedEx Home Delivery deliver?

There are no official delivery hours for FedEx Home Delivery because each delivery time is dependent on the package and its destination. Track your package to get more information.

16. I’m unsure if my destination is a business or a residence. Can you help?

Absolutely. Here are some examples of business locations: nursing homes, churches, prisons, firehouses, farms, and doctors’ offices. Examples of residences include apartment buildings, college dorms, and convents.


FedEx offers a wide range of services with an equally wide range of delivery times. Delivery times will depend on whether you’re shipping overnight or ground. Shipments to residential addresses may have different delivery times than packages going to another business.

I ordered an Apple watch on sale, and FedEx sent it. I check my email, and it said it was delivered and signed for by Catchment. So I did the right things sent it to my work. Well, I was at work, and there is not Catchment.

So I track the package and click help; the IM help person will not tell me anything and contact the seller. The seller tells me they delivered it to a nearby City. NOT my address.

So I go back to FedEx, and I get a call from an investigator. He tells me to look around the property. I said it is not here. What address was it delivered to? Someone signed for it. I need to knock on the door.

He said that it was delivered to me. I told your driver to drop it in another City. It is not here. Where is my watch? He said that they would get it, and I should get it next week.

It was already late.

So now I am waiting for another call. I want to know where it went, how it happened, and how not to have it happen again.

Friends, I will let you know if I ever get my apple watch. I think a driver or a loader saw it and kept it or gave it to his girlfriend.

So after calling FedEx every day for a week, FedEx told me they dropped my Apple Watch at a physical store. The physical store where I had ordered my watch.

So I could have driven to the store and picked up my watch the same day it was delivered. The customer service representative made me think that they sent it to someone’s house. I had to wait a week and a half to get my replacement watch.

So it wasn’t FedEx that messed up. Walmart sent my order to a store, not me, and would not tell me they messed up.

User Experience (UX): Process and Methodology

What is user experience (UX)? The most complete guide to UX Overview, UX Process and UX Methodology for UX practitioners.

History of User Experience (UX)

The concept of User Experience (UX) has been around earlier than the abbreviation UX itself. When you conduct user research through methods like survey or interview, it is a process of user-centered design aiming to improve the experience of users for products and services. When you design products to be comfortable for both right-handed and left-handed people, you are trying to create the best user experience for all your users without bias.

It wasn’t until the 1990’s that the term user experience or UX was made famous by Don Norman. He is the author of best-selling “The Design of Everyday Things”. Through the book, he popularized the terms “user-centered design”. In addition, he emphasized the importance of design as the communication between consumers and products.

What is User Experience (UX)?

UX stands for user experience. While user experience is the general practice of focusing on creating a good and satisfying experience for users of products and designs, different practitioners and companies may have varying definitions and thoughts toward UX.

ISO 9241-210 defines user experience as a person’s perceptions and responses that result from the use or anticipated use of a product, system or service. On top of this, it considers user experience to “include the users’ emotions, beliefs, preferences, perceptions, physical and psychological responses, behaviors and accomplishments that occur before, during and after use.

In its latest UX Industry Report, Loop11 found that

  • 56% of respondents has a basic definition of UX with 14% referring it as just user experience and; 14% saying that it involves identifying all the touch points a user has with business; 16% describing it as a series of methodology aimed at meeting a user’s requirements; and another 12% saying that UX is the experience a user has with digital interfaces.
  • However, there’s a growing 21% of respondents referred UX as understanding the “emotions” that a user may experience. This emotion may be good or bad and occur in their interactions with a business’s offering.
  • Another 18% went further to emphasize that UX should focus on fully meeting the users’ need, even delighting them.

Why is User Experience (UX) important?

Global consumers are getting pickier than ever before. Unlike the earlier generations, we have more information symmetry thanks to the world wide web and proliferation of internet economy. E-commerce is growing, rapidly. In the face of intense competitions, even the slightest lift in user experience can help you to stay ahead of competitors. UX is relevant and applicable across all product categories and services, ranging from machinery, electric and electronic appliances, smartphones to a web portal or automated teller machine (ATM).

  • Increase customer satisfaction.

Enhance your customer satisfaction by improving the usability and pleasure of interacting with all touch points across platforms and devices.

  • Understand your audiences.

By conducting UX research, you will gain insights into how a user behave and react to your products and services. The same website design can be just nice for users in the USA; not complicated enough for users in China or Japan; but too complicated for users in Indonesia at the same time. This difference in perception of user experience across countries and regions has prompted some global e-commerce brands to release different website designs catering to the specific markets.

  • Good UX is good business.

An investment in UX sees a lower cost of customer acquisition, lower support cost, increased customer retention and increased market share.

Overview of User Experience (UX) in Industry

A profession in UX is still relatively new and might be one of the newest alongside profession in artificial intelligence. Therefore, most people outside the technological sphere would be scratching their head if you say that you are a UX researcher.

Depending on business strategy and budget, companies may decide whether to build an in-house UX research team or outsource to external UX consultants.

Building an in-house UX research team vs outsourcing

It is definitely not cheap to build a team from scratch. Somehow, it may be even harder to convince the management to allocate budget for something completely new

Firstly, you will need to prepare a detailed proposal with

  • Mission statement and objective
  • UX processes and deliverable
  • Expected outcome
  • Resources planning in term of headcount with the corresponding roles and responsibilities,
  • Financial budgeting and forecasting

Yes, it is time-consuming and not as straightforward as it seems!

If you think that these steps are onerous but still want the best of UX for your products or services, outsourcing to an agency will be the best option for you. Just engage an agency for UX consultancy! They will be able to perform an initial assessment on your products or services, followed by the adoption of some suitable UX tools to achieve your intended mission statement.

Latest Industry Trend

If you are curious to know whether how other companies are doing, there are two main trends in the industry:

  1. Have an in-house UX research team while engaging consultant for UX audit
  2. Outsource everything about UX

Tech companies tend to have in-house UX research team due to the secrecy and pace of their trade. They continuously roll out new technology and products that are not only confidential but also require speed in testing and launching. Hence, these companies usually have the presence of an in-house UX research team. They usually integrate their user experience (UX) functions within the development team to form the Systems Development Life Cycle (SDLC).

In addition to their in-house UX research team, these tech companies also regularly engage external UX consultants to perform UX audit or digital audit on their products, services or websites. Through the UX audit or digital audit, companies will get to know about the latest UX or technology trends. Moreover, they will be able to assess their digital performance with a benchmark to industry peers.

On the other hand, some non-tech companies might decide to outsource the entire UX functions to external consultants. The consultants will be in charge of developing the personas, storyboarding, UX guidelines, etc. They will also conduct regular UX research using tools like usability testing to understand the users’ perceptions toward the products and services.

Regardless of whether you are an in-house UX researcher or a UX consultant, these are the SOP in UX that you should know:

User Experience (UX) Process and Methodology

  1. User Research
  2. Design
  3. Wireframing
  4. Prototype
  5. Testing
  6. Implementation and Launch

The first trigger point in UX process will normally be stakeholder interviews. In the case of in-house UX team, stakeholders include internal management and product team. For external UX consultant, you have external stakeholder which is your client organization; and also your bosses or sales team as your internal stakeholder.

A well-structured stakeholder interview or workshop allows you to gain insights of management directions, company values, and culture, challenges faced and also strategy to achieve certain goals. Be sure to avoid UX jargon! Just try to make the stakeholders comfortable and convey whatever within the topics.

As UX is an user-based approach and methodology, you are not expected to get any solutions or answers out of the stakeholders. Ultimately, stakeholders will be the one deciding the goals while user research will provide solutions to reach the goals.

1. Always start with User Research

If you ask an experienced UX researcher what is the best UX for your website, product or service, most likely you will not get an answer. A UX researcher should always be mindful of the differences in opinions and perceptions toward a good user experience. Do not make assumptions based on your experience. If you do so, you will not be able to understand the needs of users. Instead, conduct research on the target users to learn from their perspectives.

On top of this,  perceptions of a good user experience vary across demographics such as age, education, nationality etc. It is important to involve the correct users in your research. Below are some of the most commonly used research methods in UX:

User Interview

A user interview is a qualitative, one-to-one and one of the most commonly used research techniques. It is a guided conversation where the researchers ask questions and take down the responses from the participants. The advantage of interview lies in its flexibility and a well-structured interview enables researchers to gain detailed information and deep insights into the users.

The latest interview trend has moved beyond merely collecting attitudinal data of how users feel. You can also include some usability studies during the interview session to observe how the users behave when interacting with a website, product or service. You will be surprised that attitudinal data and behavioral data are not actually consistent.

It is up to you to structure your 1-hour interview with various tasks and activities.


A survey is usually used when you need to collect a large sample size. It can be conducted online and offline through paper surveys (please do not use it anymore, it is not good for Earth and difficult for you to compile the data).

While the survey is administered through a questionnaire with a list of questions (in the form of multiple choices, rating scale or open-ended), it is almost an art to make it not too short in order to collect enough information and not too long in order not to turn respondents away.

Focus Group Discussion

In a focus group discussion, five to ten participants are gathered together to discuss a series of questions. This enables the researchers to gather as diverse views as possible. Many agencies have tried to recruit groups of participants from diverse demographic backgrounds to avoid group think behavior among the groups.

Friends group where a group of friends is invited is also on the rise. It is believed to be good for idea generation.

Card Sorting

Card sorting is a method commonly used to aid the design of information architecture, workflows, menu structure or website navigation paths. The researchers will first write down the key elements or concepts on index cards. The users will then reorganize the cards to establish structures or relationship.

Sales Analytics or Web Analytics

All historical and current raw data from audience demographics, page visits, bounce rate to sales performance can be measured and analyzed to provide key insights into user behaviors.

Competitor Analysis

Competitor analysis is more than just examining the website, app, product, service, marketing strategy etc of your competitors. Conducting usability testing on competitors’ products and services provides you with their plus points and minus points to learn from.

2. Start Designing with User Inputs

Users may think of the appearance of a website or product when we talk about design. They will describe it as pretty or not pretty.

However, as a UX professional, you should be aware that design is more than appearance. Steve Jobs once said that design is not just what it looks like and feels like; design is how it works. UX design comprises UX elements from information architecture, visual design, interaction design, content strategy to sitemaps.

After gaining more understanding of your users from research, you can first create a set of personas, storyboards, user journey map and ecosystem map.


Persona is a fictional character created to describe a specific end user. Example persona is a frequent backpacker with name, age, job details, education, location, income level, family members and friends, familiarity with technology, hobbies, goals, characters etc explained and elaborated in details.

With a set of personas, team members will be able to stay on the same page by imagining the same person and referring to this person in the discussion. Let’s refer to the example below:

Example Persona: Alex, a 24 yo backpacker
During a meeting, you can say “Alex would not like this feature” and everyone will immediately know that you are referring to a young backpacker instead of a elderly.

User Journey Map

A user journey map is an illustration of the interaction between a user with a company, product or service at every stage of engagement from researching, making the decision, purchasing to post-purchase. It includes the personas, time frame, and actions for each stage, touch points and sales channels, emotions, and experience.

There’s no one-size-fits-all user journey map as each company is unique and objectives of user research may vary. A good and comprehensive user journey map explains user experience from a user perspective for the understanding of researchers.


A storyboard is a comic strip used to capture a user’s interaction with a product or service. It allows researchers and stakeholders alike to visualize and brainstorm.

The next step in design is to come up with the proposals for UX elements (such as information architecture, visual design, interaction design, content strategy, sitemaps) and put them together as a prototype.

3. Wireframing

If you haven’t employed wireframing as part of your process, you should probably start doing so. A wireframe is a visual guide with the framework of your product. It allows you to define the information architecture, navigation design, and interface design.

Creation of wireframes has become relatively cheap and easy with many tools and applications online to help you do so. The most important advantage of wireframing is that it provides an early version of the product for you to review with both your internal and external stakeholders. Adjustments can be made easily to the wireframes before moving on to the more complicated process of technical development.

Paper Wireframe vs Low Fidelity vs High Fidelity

With so many tools out there to use for wireframing including Adobe Experience Design (Adobe XD), low fidelity is the least you should consider. Low fidelity wireframes are more abstract with fewer details; while high fidelity wireframes are more complex in the format of HTML or CSS.

4. Prototype

A prototype is the version 1.0 of your website or product.  It resembles the closet version of your final outcome.

A prototype allows the UX researchers to examine and identify any flaws, errors or inconsistencies in overall design and experience before it is converted to the actual version by the development team.

5. Testing

With prototypes, user testing can be conducted with users to validate the design flow and user experience. In some e-commerce companies, testing usually makes up a big bulk of daily routine of UX researchers. It allows them to continuously improve the product.

Heuristic Evaluation

Heuristic evaluation is the experts’ reviews of website’s usability according to a list of usability principles and common heuristics. While UX experts could never replace user testing, they are able to identify any discrepancies from the common heuristics. You can then eliminate these discrepancies before proceeding to user testing.

Usability Testing

In usability testing, participants are invited to perform a few guided tasks at the prototype and actual product. The settings are usually in the lab or in the form of contextual inquiry. Contextual inquiry is a semi-structured interview method to obtain information about the context of use. Users are observed and questioned while they work in their own environments to make them feel comfortable.

Usability testing might be one of the most used UX methods. It is very effective in identifying potential usability or design issues and explore the area of improvement in functionality. If conducted properly with a defined objective, plan and procedures, five participants are all it takes for usability testing.

A/B Testing and Multivariate Testing

A/B Testing is a method of comparing two versions of a website or product to determine which one has better performance. It is usually used to test new or experimental feature update before it is released.

On the other hand, multivariate testing has the same mechanisms and functions but it measures multiple variables as suggested by its name. The relationship among these variables is studied to discover the most effective design combination.

In recent years, A/B testing and multivariate testing have become very popular, especially for big data fanatics and big e-commerce sites. The quantitative nature of these two research methods involves a collection of a large set of reliable data. These data can be collected and analyzed quickly.

6. Implementation and Launch

After user testing, the validated prototype can finally be converted into actual product for UAT Testing before an official launch.

However, the role of a UX researcher does not end here. Research activities should continue to

  • monitor the user experience performance of website or product through suitable key performance indicators (KPI) or metrics
  • identify the area of improvements through user testing
  • propose new features to be implemented taking into account user recommendations
  • observe the industry trends, as well as benchmark against the competitors.