Personal Service, Design From Scratch!
SUMMARY
As Ganje's designer, I tackled the challenge of remote package collection for busy individuals. Our allocated lockers let people conveniently retrieve packages during set timeframes. Interviews and competitor analysis unveiled pain points for users, couriers, and lobbies. Users worried about returns, couriers about delays, and lobbies about extra work and losses. Testing showed users valued uninterrupted package alerts. Future steps include usage guides, delivery instructions, courier education, feedback monitoring, and service expansion.
OVERVIEW
People often face challenges receiving packages, especially employees who aren't home during delivery hours. Ganje's Personal service allocates lockers to individuals, enabling them to collect packages within a designated timeframe, circumventing the uncertainty and potential returns associated with traditional postal deliveries.
Problem Statement
Due to daytime absences, employees divert deliveries to work, involving lobby personnel or customer interaction with couriers. This poses responsibilities and inconveniences. Ganje lockers serve as interim receivers from couriers, allowing package owners to retrieve orders at their convenience, streamlining the process.
Getting to know the problem
In the first step, we had to validate the identified problem and need. We identified the users and individuals involved and talked to them to find their real needs and main pain points.
Interviews
Step one involved identifying key service participants:
- Employees
- Couriers
- Lobby staff
We conducted 15-20 interviews per group, exploring order frequency, concerns, delays, issues, and needs. Findings indicated:
- Users' top concerns were returns and all-day waiting for deliveries.
- Couriers' major challenge was waiting for customers.
- Lobbies feared increased workload and package losses.
Competitor Analysis
To benchmark, we analyzed foreign competitors since no local options met the need. Similar products often demand user presence or interaction during placement, potentially limiting user convenience.
Ideation
After collecting the data, we started brainstorming ideas to test on the current lockers in office buildings. In the first phase, we sketched out the ideas and then, in order to have an MVP, we tried to choose a design that is closer to the current infrastructure in technical terms and requires less effort.
Designing User Flows
After brainstorming, aligning with stakeholder needs, and verifying feasibility through initial building interviews, we finalized both ideas. We individually interviewed 18 target users, focusing on uninterrupted workflow and timely package arrival updates. During Interviews, we find out that the users doesn’t want to be interrupted for a delivery, but they want to be informed about arrival time. In response, we selected a flow where couriers could drop packages without user contact, ensuring users receive post-drop-off notifications.
High-Fidelity Wireframe
Design for User
Design for Courier
Prototype
Testing in the field
Post product development, we initiated MVP testing. Building users were informed of the feature activation and observed on-site for a week to monitor courier and user interactions. No user issues were encountered during this test. Couriers' login issue to the Ganje web app was resolved. The week-long test encompassed around 32 users and 43 packages (approximately 6/day). Notably, 23 users utilized the feature, with 3 using it 3 times.
Result
We interviewed 20 users and 18 couriers for feedback. Based on interviews, the biggest problem for couriers was:
- lack of knowledge about the locker and the placement process.
We realized that orders that had described the placement process in the order details allowed couriers to place items in the closet without contacting the user. Also, according to users interviews, they were more happy with the service if they don’t get any call from couriers.
What do we do next?
Based on the provided information, Ganje's suggested next steps are:
- Install Usage Guide: Place instructions on lockers for couriers, enhancing their understanding of the locker and efficient package placement.
- Encourage Delivery Instructions: Prompt users to provide clear delivery instructions during online purchases, reducing direct courier contact.
- Boost Courier Awareness: Raise courier awareness through marketing, partnerships, or outreach, highlighting Ganje's benefits.
- Monitor and Improve: Continuously gather feedback from users, couriers, and lobby staff, refining the service based on insights.
- Expand and Scale: After refining the service, consider expanding to more locations, enabling more users to benefit from Ganje's package delivery solution.