Find the correct parts on the system…
Order the part at a specific location.
Find and travel to the locker (if not already there).
Connect with map/journey planning functionality.
Unlock the locker door using the phone app.
This is a point of failure. What alternative mechanisms are available? Could we remotely open a locker?
Find the correct door.
Help the user find the correct door.
Open the door.
Accessibility issues. Example: can the engineer reach the door?
Find the correct packages.
Some lockers contain several brown packages with whitelabels and barcodes on them. Users need help to find the correct package. Possible options include augmented reality to scan the barcodes to help identify the correct package.
Remove the packages from the locker.
The height of the locker and weight of a package may affect an engineer’s ability to collect it. Leverage information about the package and the user to select an appropriate locker on delivery, or alert user if potentially problematic.
Confirm receipt of packages.
How will the system handle damaged or missing labels?
Close the locker door.
What happens if there is no data connection to sync data?
I prepared a set of factors to apply to various stages of the task.
Using BPMN, I mapped the user’s journey. I included as many ‘unhappy paths’ as possible to identify opportunities for improvements.
Note: not rocket science.
Most of the thought and work that went into this project was done while I was the lone UX/UI designer. However, after building a more diverse design team, we were able to further refine many elements together. Special thanks to Sophie Pilley (UX/UI/Motion), Kirstin Clark (UX/Illustration) and Richard Shapiro (Product Owner).