Overview
Background
The group was assigned a task to find a problem within a domain and design a system to solve it. We explored Ahlsell's parcel pickup, which is entirely analog and customer managed today. The current parcel pickup system leads to excessive paperwork for employees and a lack of package tracking, which results in lost packages.
Role
UX/UI designer
Tools
Figma
Result
Final UI
The start screen informs the customer that they can pick up or return their parcel with this system.
Page where the customers scan the QR code they have received to get information about their parcel.
Identification page where the customers identify themselves through scanning their ID-card or type in their social security number.
On this page the customers can access the information about their parcel to be able to locate it and mark it as picked up.
Process
Research
User research
Our user research followed the PACT framework (People, Activity, Context, Technologies), focusing on both Ahlsell store employees and customers who pick up packages. We visited an Ahlsell store in Kungens Kurva to observe and interview staff and customers. During our visit, we observed the workflow and business system, interviewing three employees and two customers—one experienced and one new to the parcel pickup system. The interviews were semi-structured, combining prepared and spontaneous questions, and provided insights into both staff and customer experiences.
Identified user problems and needs
Based on the user research we identified the users problems and needs.
Problems:
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The current analog system is inefficient and resource-intensive.
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The current system causes confusion for both employees and customers.
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New customers find the parcel retrieval routine difficult to learn.
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Customers from the same company may mix up parcels and take the wrong one.
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Parcels can disappear from the system without any traceability.
Needs:
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Digitize the parcel retrieval to reduce the amount of paper work.
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Create new and easy procedures for picking up parcels.
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Increase the security.
Analysis
We created an affinity diagram from our user research data, which we iterated over four times, resulting in three main themes: customers picking up the wrong package, communication of customer information, and time-consuming processes for employees. Using dot voting, we selected "customers picking up the wrong package" as the theme to focus on.
Concepts
Design thinking and ideation
Based on the identified user problems and needs and the chosen theme we brainstormed to bring forth a design solution. We role played different user scenarios to identify situations where customers pick up wrong parcels and also to identify any unexpected situations.
Wireframes
We all made one set of wireframes each to capture everyone's point of view and thoughts.
Prototype
Feedback
After getting feedback on my wireframes I started to prototype the high fidelity mockup.
Iterate
After getting feedback on the prototype, I made some changes. See the final UI under Result.