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PARCEL BOX
Client: Australia Post
Project type: Concept Testing / Service Design
The Idea
Free-standing households have a personal Parcel Box installed to receive, and send parcels at their place of residence – safely and securely
The Challenge
Missed first-time deliveries, negatively impacting the customer experience and delivery efficiency. The project also challenged the requirement for signature on delivery, and other delivery protocols
Research approach
Consumer ethnographic research activities were designed in two stages - an experimental phase, followed by an operational trial to discover, uncover, and validate the Parcel Box concept
Experimental phase
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12 x 2-hour contextual inquiries exploring current and ideal parcel experiences throughout the purchase journey – including signatures, notifications, delivery, parcel collection, returns, and sending a parcel.
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An online diary study to capture parcel experiences over the two week research period.
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A 2-hour concept experiment workshop with 6 x typical consumers
Operational Trial
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Operational trial involved high-usage online shoppers
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An online diary study to capture parcel experiences over the two week research period
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7 x 1 hour contextual inquiries to understand how the Parcel Box affects consumer delivery experiences
Key learnings
Parcel Box needed to be part of an ecosystem of products & services, and may not be an overall solution. It was seen as an ideal solution - particularly if it captured both the receiving and sending experience, and was supported by digital notifications
My role
Designed the research approach, prepared of discussion guides for contextual inquiries for experimental and operational trials, conducting the contextual inquiries, planning the concept workshop & co-facilitating the workshop, review online study diary questions and structure, synthesising findings & generating insights, reporting and presenting the research
Impact on the business
Due to the insights generated through this project, Australia Post launched receva.com.au in October 2017. Receva also won the Victorian Premier’s Design Awards in 2017 and the 2017 Melbourne Design Awards ‘Gold – Digital Connected Device