PackageX Receive

Simplifying the package management process at any place, using machine vision & AI to automate package receiving operations.

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Introduction

Receive is powered by an award-winning package receiving app that automates label data ingestion, package notifications, storage, retrieval, routing, forwarding, pickup, locker integration, and many other logistics workflows for mailrooms, pickup/drop-off locations, and other delivery sites.

PackageX Receive is SaaS based B2B application that operates on both mobile and web platforms with a rich user experience and modern user interface. Receive has a significant impact on the lives of people by simplifying their operation at package receiving sites.

Prompt

In numerous organizations, the current mailroom operations heavily rely on manual processes to handle incoming mail, resulting in inefficiencies, errors, delays, and even losses in mail delivery. Recognizing this challenge, a demand arose for the development of an innovative and advanced mailroom application.

My Role

As a project lead designer, my key responsibilities encompass collaborating closely with stakeholders to synthesise user requirements, effectively communicating design recommendations, prioritizing desired outcomes, lead the entire design process, and effectively managing expectations across development teams.

Project Outcomes

Enhancing user retention by elevating the product’s user onboarding and subscription experience.

Scaling up the product and adopting design best practices to improve existing unique selling point (USP) features.

Validating product solution from a successful launch and user adoption of a new feature that allows customers to automate their workflow.

Project Scope

  • User Research
  • Analyzing
  • Ideation
  • Design and Prototyping
  • Usability Testing

Tools

  • Figma
  • FigJam 
  • Adobe CC
  • Notion
  • Linear
  • Zoom
  • Slack

Design Process

Working in collaboration with the company’s CTO and Product Manager, together we took “from the ground up” approach and mapped out user journeys for the customer, I led the entire design process through design thinking.

Design thinking is a problem-solving methodology that focuses on understanding users’ needs and creating innovative solutions that meet those needs effectively. It is a human-centered approach that encourages empathy, collaboration, experimentation, and iteration throughout the design process. 

01- Empathize

After discussing with the business strategy team and business owner, I looked into a few direct competitors and compared them to the current product. Then, I surveyed and interviewed a few real users of our current product to gain insights into their motivation and pain points.

Competitive Analysis

Feature Analysis

Next, I identified features from the apps and found that parcel tracker provides a lot of features specifically for mail-receiving operations, also it is equipped with an appealing UI and intuitive experience, Notifii Track has a quick and easy onboarding experience, and Envoy Delivers has powerful analytics dashboard, detail reporting, and fast OCR label scanning. I thought these were all dominating points over our competitors if we incorporate them into our product.

User Surveys & Interview Analysis

User surveys were performed to acquire further information to help understand end users in terms of their attitudes, behavior, and needs. This research method led to valuable insights and feedback directly from target users.

Initial Thinking

To efficiently utilize our resources and meet project timelines, I initially focused my research efforts on current Mailroom app users. This approach allowed us to gather valuable insights quickly and cost-effectively, informing product development and business decisions. The users of Mailroom app consist of three different role such as admin, manager, and operator.

Research Methods

  • Online Survey (Google Forms)
  • In-Person Interviews
  • Online Research

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In-Person Interviews     Conducted

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Users Participated in Online Surveys

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Usability Testing Performed

Proposed Questions

User Specific
  1. What is your age range?
  2. What is your occupation?
  3. What is your highest level of education?
  4. What is your role in the context of using the Mailroom app?
Product Specific
  1. What are your biggest challenges with the Mailroom app?
  2. What are your main goals when using Mailroom app?
  3. What features are most important to you in a Mailroom app?
  4. What would make your experience with Mailroom app more enjoyable?
  5. What problem are you trying to solve with the Mailroom app?
  6. What is your first impression of the Mailroom app?
  7. What device do you typically use to access mobile apps?
  8. Do you prefer using apps with a dark or light theme?
Feature Specific
  1. How often do you use an OCR camera for scanning?
  2. On a scale of 1 (strongly disagree) to 5 (strongly agree), how satisfied are you with the label scanning feature?
  3. How do you find the package details page in the context of usability?
  4. How do you find add recipient page in the context of usability?
  5. How do you find the checkout feature in the context of usability? 
  6. How do you find CTA features in the context of usability? 
  7. How often do you use the search feature?
Open-ended Questions
  1. Is there anything else you want to share about your experience with the Mailroom app?
  2. What are your suggestions for improvement?
  3. What are your thoughts on the design/functionality of the Mailroom app?

Insights & Data Analysis

Research Finding

The application’s user interface presents usability challenges for users in the older age group. Implementing targeted design improvements to enhance intuitiveness and ease of use would be beneficial.

New users are currently not provided with a dedicated onboarding tutorial to introduce them to the app’s features and functionalities. Developing a clear and concise onboarding experience would improve user familiarity and efficiency.

The current scanning feature requires improvement in efficiency. Optimizing the process to minimize waiting time and streamline operation would enhance user experience.

The overall user interface (UI) currently does not meet optimal usability standards. Implementing UI refinements to increase user focus and expedite task completion would be valuable.

Users have expressed a strong desire for a “Self-Pickup” feature that enables recipients to collect their items directly from the mailroom. Implementing this functionality would address a critical user need.
Users have identified a need for a bulk scanning feature to improve efficiency when processing multiple items. Incorporating this functionality would significantly enhance user experience for specific use cases.

Users reported challenges in performing quick and efficient actions within the app. Investigating opportunities to streamline workflows and optimize user interactions would be beneficial.

User feedback indicates excessive back-and-forth navigation within the app, impacting the overall experience. Analyzing user journeys and optimizing navigation flow would improve usability.

Inconsistency and accessibility issues were reported by users. Conducting a comprehensive review and implementing improvements to achieve consistent design and optimal accessibility standards are necessary.
Users expressed a need for app notifications regarding call to action (CTA) requests from recipients. Implementing a notification system for such requests would improve user awareness and response time.

02- Define

In the define phase, I begin creating a persona, an empathy map, a customer journey map, and finally coming up with a problem statement.

Persona

With the data collected from the interviews and survey, I created a persona representing an ideal user of the application. The persona helped me arrive at better solutions as it gave an in depth understanding of the users goals, frustrations and overall personality.

Empathy Mapping

To truly understand our users, we refined our target audience definition and built an empathy map. This insightful exercise, based on user interviews, helped us connect with their needs and emotions, paving the way for a more user-centered approach.

Problem Statement

The current Mailroom app feels like a square peg trying to fit in a round hole. It doesn’t quite capture the diverse ways people use the physical mailroom. With so many different tasks and workflows happening daily, there’s a need for an app that’s more flexible and adaptable.

This project aims to create a Mailroom app that listens. We want to understand the unique needs of everyone who uses the mailroom, from busy office workers to high-volume shipping departments. By building an app that can adapt and grow, we can ensure a smoother and more efficient experience for everyone.

03 - IDEATE

To initiate the ideation process, I utilized the “How Might We” (HMW) questioning technique. This method facilitated the exploration of diverse solutions, fostering the generation of creative ideas that directly address user needs.

How Might We Questions?

For adaptability, the app can offer pre-built components for common functionalities, allowing businesses to build layouts that match their workflows. Branding won’t be a hurdle either, with a standard UI and easy-to-use tools for integration. But the real power lies in customization – businesses can define custom workflows, ensuring the user experience caters to their processes while remaining comfortable and familiar. This flexibility creates a design system that adapts to diverse needs while maintaining a user-friendly experience.

By implementing these ideas, we can create a frictionless experience that minimizes steps, maximizes convenience, and allows users to complete tasks quickly and efficiently.

1) Simplifying Label Scanning:

  • Barcode Recognition: Leverage advanced barcode recognition features that can scan labels from different angles and distances, minimizing the need for precise positioning.
  • Batch Scanning: Allow users to scan multiple labels at once, especially for those processing large volumes of packages.

2) Streamlining Recipient Notification:

  • Customization Options: Allow users to define notification preferences (email, text message, app notification) based on recipient or package type.
  • Delivery Confirmation Integration: Integrate with delivery service APIs to automatically send notifications upon successful delivery, eliminating a separate step.

3) Optimizing Checkout:

  • Pre-Filled Information: Pre-populate checkout fields with saved information or data extracted from scanned labels, reducing manual input.
  • Proof of Delivery: Offer an option for a photo attachment as a delivery confirmation to avoid signature.


Additional Considerations:

  • Intuitive Interface: Design a clean and intuitive user interface with clear instructions and minimal steps.
  • Visual Cues: Utilize progress bars, animations, and confirmation messages to provide real-time feedback and enhance user confidence.

Here are some approaches to streamline outbound package handling with a flexible and automated system:

1) Automated Pre-Shipment Processes:

  • Automated Weight and Dimension Capture: Integrate with weight scales and dimension scanners to automatically capture package information, eliminating manual data entry.
  • Auto-Fill Shipping Forms: Leverage captured data to pre-populate shipping forms, reducing errors and saving time.

2) Flexible Workflow Management:

  • Customizable Workflows: Allow businesses to define custom workflows based on their specific packing and shipping procedures.
  • Batch Processing Tools: Enable users to process batches of packages simultaneously, streamlining operations for high-volume shipments.

3) Error Reduction and Tracking:

  • Automated Label Printing: Integrate with label printing systems to automatically generate shipping labels based on scanned data, reducing label printing errors.
  • Shipment Tracking Integration: Integrate with carrier tracking systems to provide real-time shipment visibility, allowing businesses to proactively address any delivery issues.

Information Architecture

Information architecture was designed to categories and arrange material in a way that people could readily understand it, ensuring its usefulness and discoverability.

User Flow Diagrams

In collaboration with my team, we mapped out the optimal user journey within the app. This ensured users could efficiently complete their tasks and navigate the interface seamlessly.

 

04 - Design & Prototype

Based on the research and insights gathered, I translated user needs into concrete design solutions. This involved sketching, wireframing, and iterating on various layouts and functionalities.

UI Kit & Components

Final Prototype

The final prototype showcases the app’s core functionalities through a fully interactive experience. Users can navigate the app’s main navigation structure, interact with the camera module for label scanning, and explore key features including:

Scan Inbound/Outbound: This functionality allows users to efficiently manage incoming and outgoing items.
Normal Scan: This core feature enables users to scan individual labels for quick processing.
Bulk Scan: This optimized feature streamlines the scanning process for a large number of labels.