#2
A Visual Guide
for Smart Lockers
Smart lockers were new, and people didn’t know how to use them. I designed a guide that explains it without words.
- Company
- Ganje
- Role
- Product designer
- Focus
- Visual communication, field testing
Problem
Through observation and call-center analysis, we found that many users struggled to use the new smart lockers. Since the product was new, they had no previous experience and didn’t know how to scan the QR code or open their compartments.
Process
We started with a quick benchmark of how similar systems guide people through a first interaction. It showed a clear need for a simple visual manual that explains the process step by step.
We created several versions of the guide and tested them in the field, with real lockers and real users. The tests helped refine the visuals: clearer steps, consistent icons and better color contrast, so each step is understood at a glance.
Outcome
We chose the final version for its cost, weather resistance and accessibility. It uses minimal text and clear illustrations to show every action, so the interaction is intuitive for everyone, even without prior experience or a shared language.
After the manuals were replaced, calls about using the lockers dropped by 3% of all calls over six months. That category had made up 5% of calls, so almost two thirds of its issues disappeared.
