A good experience for both the deliverer and the receiver.
In this case, presented by Essense, we were asked to optimize and improve the PostNL parcel service by designing a unique experience, taking into account the needs and objectives of the various stakeholders involved.
We present The PostNL Bus, a new standard for delivery. Parcels are not delivered to the door, but PostNL’s trucks follow predetermined routes with several stops along the route. Customers choose which truck their parcel will be placed on. The truck stops for a certain time at each location, where recipients are expected to collect their parcel, directly from the delivery driver.
This concept increases efficiency for the delivery driver and flexibility for the recipient. No more waiting for each other, but clear responsibilities and expectations. Compared to existing collection points, there is still a small contact moment, where touching up on the key value of empathy that gives a connection between the deliverer and receiver.
Customers choose which truck their parcel will be placed on.
MSc course: User Experience Theory and Practice
A project in collaboration with Leah van de Sande, Heleen Smeets and Bram