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Front Loading Package Delivery to Smart Lockers
An easy-to-use package delivery solution for smart lockers, allowing delivery personnel to remotely manage lockers through a mobile app.
INTRODUCTION
In response to the growing demand for quick, efficient and secure package delivery to lockers, front package loading functionality was introduced. This functionality not only offers flexibility to delivery personnel but also addresses the limitations faced while using the rear loading through an app or kiosk-dependent package delivery solutions.
CLIENT BACKGROUND
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Demography - USA & Canada
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Client Type - College Universities & Big Schools
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Package Recipients - Students & Faculties
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Packages Type - Laboratory equipment, stationery, Personal etc.
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Daiy Package qty. - 500+
MY ROLE
As a designer, I prioritised understanding our clients' challenges. By connecting with business owners and end users, I identified key problems and translated insights into a user-friendly solution.Our front-loading package delivery system not only addressed pain points but also provided a seamless experience for senders and recipients.
PROJECT OVERVIEW
The project aimed to address the inefficiencies and challenges faced by delivery agents in delivering packages to lockers without the need for kiosk interactions or rear locker installations.
The existing process required additional steps, hindering the seamless delivery of packages and impacting the overall efficiency of the package pickup process.
GOALS
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Seamless Locker Delivery
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Eliminate Kiosk Dependency
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Enhance User Experience
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Cost-Efficient Solution
DESIGN PROCESS
To understand the project details and to verify the requirements, I decided to follow the double-diamond design process.
1. DISCOVER- RESEARCH
To initiate a discovery phase I undertook a systematic research approach, dividing it into the following steps:


A. Existing Solution Study: 
Analysed current solutions in place, focusing on strengths and weaknesses, to identify areas for improvement and innovation aligned with project objectives.
B. User Interview / Stakeholder Connect: 
Engaged in direct conversations with users and stakeholders to gather firsthand insights, and understand unique perspectives and specific requirements.



C. Study of Available Documents: 
Conducted a detailed review of relevant documents, such as reports and manuals, to extract valuable information that contributes to a well-informed understanding of the project.


EXISTING SOLUTION FINDINGS
To understand the current behaviour and limitations, I tested the existing mobile app and locker kiosk flow with a couple of user sets. Additionally, I compiled a list of pain points shared by the team and feedback provided by the product team.
USER INTERVIEW FINDINGS
KEY INSIGHTS
After conducting the research, I evaluated the collected data, pain points, and opportunities identified during the research phase and shared the findings with the team and stakeholders. As per the data findings proposed solution should have following features:
2. DEFINE - PROBLEM STATEMENT
Delivery agents face obstacles depositing packages in lockers via kiosks due to ongoing pickup activity, risking security and causing disruptions. A solution is needed to enable efficient and secure package delivery to lockers without impeding pickup operations.
PROPOSED FLOW
3. DEVELOP- CONCEPTS/IDEATIONS
INITIAL MOCKUPS
USER TESTING
After finalising the designs following the team review, we proceeded to test the solution with users in order to gather their concerns and feedback throughout the completion of the flow. The actual designs were tested on a user testing portal to ensure a comprehensive evaluation of user experience.
4. DELIVER- FINAL MOCKUPS
ACTUAL IMPLEMENTED DESIGNS
PERFORMANCE MONITORING
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Package Delivery Time (-40%): The front-loading capability significantly reduced the package delivery time to lockers by close to 40%, bringing the per-package delivery time down to 4 seconds from the previous 6.5 seconds.
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User Satisfaction Improvement (+ 45%): The user satisfaction level increased by 45% since they were able to deliver packages without any waiting period or restrictions for the locker recipients.
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Revenue Change: With the enhancement of front-loading capability, clients were more inclined and interested in proceeding with the mobile application solution, resulting in a change in additional revenue generation.
REFLECTION
After the product was launched to the client, a reflection session was organized to review the positives and challenges faced during implementation, aiming to improve the process and make the collaboration between teams more agile. Here are some of the key points that I shared with the team from the design point of view.
Positives:
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Clear JIRA requirements for MVP.
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Collaborative requirement finalisation.
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Utilisation of existing functionality.
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Design refinement through team reviews.
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User testing study feedback integration.
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Improvements:
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Design changes due to technical limitations.
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Limited visibility post-launch.
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