Personal Service,
Design From Scratch

As Ganje’s designer, I took on the challenge of remote package collection for busy people. Allocated lockers let them retrieve packages during set timeframes.

Interviews and a competitor analysis revealed pain points for users, couriers and building lobbies. Users worried about returns, couriers about delays, and lobbies about extra work and lost packages. Testing showed users valued package alerts that don’t interrupt them.

Next steps are usage guides, delivery instructions, courier education, feedback monitoring and expanding the service.

People often have trouble receiving packages, especially employees who aren’t home during delivery hours. Ganje’s personal service allocates lockers to individuals so they can collect packages within a set timeframe, avoiding the uncertainty and returns of traditional postal delivery.

Because they’re away during the day, employees redirect deliveries to work. That involves lobby staff or a customer meeting the courier, which creates responsibilities and inconvenience. Ganje lockers act as an interim receiver from the courier, so package owners can collect their orders at their convenience.

First we had to validate the problem and the need. We identified the users and people involved and talked to them to find their real needs and main pain points.

Interviews

We identified the key participants in the service: employees, couriers and lobby staff. We ran 15 to 20 interviews per group, covering order frequency, concerns, delays, issues and needs.

• Users’ top concerns were returns and waiting all day for deliveries.
• Couriers’ biggest challenge was waiting for customers.
• Lobbies feared more workload and lost packages.

Competitor analysis

No local options met the need, so we benchmarked foreign competitors. Similar products often require the user to be present or to interact during drop-off, which limits convenience.

After collecting the data, we brainstormed ideas to test on the existing lockers in office buildings. We sketched in the first phase, then, to get to an MVP, chose the design closest to the current infrastructure that needed the least technical effort.

After brainstorming, aligning with stakeholders and checking feasibility in early interviews with building staff, we finalized two ideas. We then interviewed 18 target users, focusing on an uninterrupted workflow and timely arrival updates.

The finding: users don’t want to be interrupted for a delivery, but they do want to know when it arrives. So we chose a flow where couriers drop the package without contacting the user, and the user is notified afterwards.

Design for the user

Design for the courier

After development, we started MVP testing. Building users were told the feature was active, and we observed on site for a week to watch how couriers and users interacted. No user issues came up, and a courier login problem in the Ganje web app was fixed.

Three of them used it three times.

We interviewed 20 users and 18 couriers for feedback. The biggest problem for couriers was not knowing about the locker or how to place a package. Orders that described the placement process in the order details let couriers place items in the locker without contacting the user. Users were also happier with the service when no courier called them.

• Add a usage guide. Put instructions on the lockers so couriers understand them and place packages efficiently.
• Encourage delivery instructions. Prompt users to write clear instructions when they order, to reduce direct courier contact.
• Build courier awareness. Reach couriers through marketing, partnerships or outreach that highlight Ganje’s benefits.
• Monitor and improve. Keep gathering feedback from users, couriers and lobby staff.
• Expand. Once refined, bring the service to more locations.