Prototyping New Interactions
Shipping Services
For my service design class, In a team of four, we focused on rethinking long-distance delivery services. We ran a co-creation workshop to answer the question, "How might we improve the long-distance moving service so that people can move their luggage/boxes to their new home in a different city?" ( Link to workshop). The workshop helped us uncover four major principles:
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Transparency on the cost and delivery time and delivery time
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Trustworthy delivery to your address on time
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Communicative get timely feedback and updates
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Assuring the safety of your packages
The principles guided us to create four concepts to improve the delivery service. We added new flows to the user journey focusing on the safety/security of packages and clear communication on the process and customer service.
To ensure the packages are safely and securely delivered, we optimized for touch points where the service can provide users with insurance options to assure the safety of their luggage and the delivery time. In that case, the company can give an air tag that accompanies the bags, which is easily trackable at all times by the user on the app.
Our initial idea was to send the air tags to customers upon their booking and the shipping label for them to pack with their items. However, we realized this could create more pain points and hassles for the customer and the service provider. So on our second prototype, we modified the flow so the delivery person is responsible for installing and removing the tags during pick up and delivery.
Take a look at the journey map, updated flows in pink:
Then we created a storyboard to understand the touchpoints with the service better.
Lastly, we created paper prototypes of the product and enacted the journey to test the flow.
Watch the enactment video!
Insights
The service flow was clear to our potential customers during enactment. However, after talking, one primary concern was the cost of the service. Since this flow is provided only as part of a premium insurance plan, our next step would be to consider making more affordable options for customers. Further, we must consider situations where a customer needs to make last-minute modifications to their booking. We can identify unhappy paths and cases where things go wrong with more user testing.