2022

UX/UI

Service Design

Posti: Parcel packaging aide for urgent senders.

Context

University-mediated project for Posti
2 months

Contribution

User Research
UX / UI

Collaboration

Satu Paavonsalo
Utano Oyamada
Hitomi Asaka

Problem
Users feel overwhelmed and stressed when sending urgent parcels online - often experiencing doubt.

Approach

We thoroughly analyzed the user's experience and journey.

Gained a deep understanding of the urgent parcel shipping process and the emotions users experience through interviews and hands-on experience.

The whole service map of the Posti sending process of urgent packages

Service map + User journey

The whole service map with the most cruicial painpoints of the service map highlighted

Main pain points highlighted

The most cruicial painpoints of the service map highlighted

Pain point to solve

Solution
Solution: a reassuring flow within the Posti app that utilizes existing knowledge to aide urgent senders.

Storyboard

by Utano Oyamada

Second picture of the Posti storyboard - Assistant introducing himself to the user in the hpone view

3rd picture of the Posti storyboard - User getting instructions from packaging assistant

4th picture of the Posti storyboard - Getting visual examples of correct packaging

5th picture of the Posti storyboard person putting the package into the locker

Last picture of the Posti storyboard - the user is notified that the package is being handeled correctly

Flow chart

Optimized for efficiency and reassurance to cater for our target audience: humans, sending urgent parcels.

Flow chart

Optimized for efficiency and reassurance to cater for our target audience: humans, sending urgent parcels.

Chat-based approach has proven to provide reassurance and was the easiest to navigate in a hurry.

Complete wireframe

Example frames

Leveraging the same software utilized in shipment warehouses.

The flow ensures that the handwriting on the parcel is correct and legible.

First UI Prototype

Sceenshot of a figma file of the first prototype of the Posti flow

Final flow

Screenshot of the final prototype in figma of the Posti flow

Four phones with the most important steps of the Posti UI: Chat, Camera, Scanning, And Succes page

Four phones with the most important steps of the Posti UI.

Photo of a person scanning a package using he posti prototype.

Try Figma prototype yourself

Impact

Potential retention rate increase

Especially first-time users have signaled that our proposal made them feel more acknowledged.

Decrease in stress after sending

“I don’t think I would feel stressed about the delivery now that I saw I have done everything correctly” *User evaluation

Reduced self doubt

“having the labelling example and photo verification would have helped me previously, when I was not sure if I wrote the necessary information in the correct places”

Increased revenue potential

“if the online process was this easy, I would probably use the app instead of going to the outlet because this seems faster and I wouldn’t have to deal with people”.

Read project report

Learnings

Selecting the right research method

Understanding the feelings of a person is a sensitive topic and requires careful consideration of research method.

Importance of user journey

Problems need to be approached in the context of the whole user journey.

This helps identify areas for improvement, and streamline interactions.

User Empathy and Experience

Understanding user perspectives and emotions is crucial for creating valuable designs.

Subjectivity of emotion

Emotions and feelings people experience are completely subjective and hardly generalisable.