User Research
Concepting
Posti: Designing reassurance into an urgent parcel sending service.
AI background
This is a project for the Finnish Post to improve the experience of sending an urgent parcel. The challenge was to make sending an urgent parcel feel less stressful, especially when users had to manage the process alone in a self-service setting, where users package and send parcels on their own.
Together with three other designers, I designed a reassurance layer for Posti’s urgent sending service. As a team, we led the user studies, developed the concept, and validated it with users. I specifically helped run the user studies and designed the reassurance flow.
We designed an in-app packaging and labelling assistant that reassures users before drop-off.
The concept levarages the same software used in shipment warehouses to confirm that labels are correct, handwriting is legible, and the parcel can be read.
A chat-based flow makes correcting mistakes feel fast and is the familiar interface users need in such high-stress moment.
“Having the labelling example and photo verification would have helped me before, when I was not sure if I had written the necessary information in the right places.”
“I would not feel stressed about the delivery now that I saw I had done everything correctly.”
“If the online process was this easy, I would probably use the app instead of going to the outlet, because this seems faster and I wouldn’t have to deal with people.”