Delivery experience
People Post
People Post is a smart locker delivery system that brings secure package delivery directly to your porch. Users can track their orders, receive notifications, and safely retrieve packages from their personal locker.
The system provides complete transparency throughout the delivery process, with real-time updates and seamless integration with online shopping platforms.
Your package has been delivered to your People Post locker
Great! How do I unlock it?
Use your app to unlock or enter the code we sent you
Overview
Role
Product Designer, Researcher.
Team
Product owner, delivery manager, developers, business analysts, information architect.
Goal
Design a secure, transparent, and easy-to-use delivery experience that ensures every online order safely reaches the user's People Post locker right on their porch.
Problems
Problems & difficulties within the People Post experience
User Experience
- •No visibility into delivery status
- •Unclear locker access instructions
- •Fear of package theft or damage
- •Delayed or missing notifications
- •Difficulty finding support when issues occur
Business Impact
- •High support ticket volume
- •Lost packages increasing costs
- •Lack of delivery data for optimization
- •Difficult to track locker network performance
- •Customer trust issues affecting retention
Responsibilities
I owned the end-to-end design process, from the discovery through final screen validation before release.
I was responsible for:
- •Planned and led 9 user interviews and 2 rounds of usability testing
- •Conducted competitive analysis across 4 delivery and locker systems (e.g., Amazon Locker, InPost)
- •Created personas, user journeys, wireframes, and high-fidelity prototypes in Figma
- •Partnered closely with developers to ensure accessibility and technical feasibility
Admin dashboard overview
Constraints
Timeline
18 months from concept to pilot
Scope
Needed to support both regular and temperature-controlled (fridge) lockers
Tech limits
Hardware specs for lockers were still evolving, requiring adaptable design
Understanding the user
User research: pain points
I led initial research with 9 participants (5 end users, 4 operational staff).
Top pain points:
Time
The product manager's primary concern is time; they need sufficient time to manage all the users within People Post.
Prioritization
At the start of the day, it's crucial for the manager to have a clear understanding of their priorities and identify which tasks they intends to address first.
Support
Being able to provide support to both users and delivery companies is essential.
Safety
Ensuring the safety of every aspect of the delivery process is crucial.
Personas & Journey Mapping
Name: Maxim
Age: 37 years
Education: Bachelor degree
Occupation: Product manager
Problem statement:
Maxim is a Product manager who needs to have Direct access to processes in People Post company and have an opportunity to support users. He wants to be a manager who cares about the users and product.
Name: Ivan
Age: 33 years
Education: Bachelor degree
Occupation: Sales manager
Problem statement:
Ivan is an online shopper who needs to get the online order in a short period of time and opportunity where to leave the order while the family is not at home. He wants to spend more time with family and be safe during the pandemic time.
Name: Alex
Age: 34 years
Education: Occupational License
Occupation: Courier
Problem statement:
Alex is a courier who needs to quickly understand delivery instructions and confidently confirm each package drop-off. He wants to complete his route efficiently while ensuring every customer receives their package securely and on time.
User Journey Map
Goal: A comfortable and understandable process when the manager looking information about the order.
ACTION | Browse menu | Find the company | Find the order section | Check the information of the chosen order |
|---|---|---|---|---|
TASK LIST |
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FEELING ADJECTIVE | 😊 A. Excited to find the desired menu item. | 😟 A. Feels blocked when he could not find the filter fast. 😊 B. Feels focused when he starts to search the company. | 😐 A. Worried that he did not realize that the order was in the Tab section. | 😞 A. Upset that he could not find the delivery day easy. 😊 B. Happy to have the whole information about the order on the one page. |
IMPROVEMENT OPPORTUNITIES | A. Make an accident menu item stand out. | A. Make a Filter button stand out. | A. Make a Tab section more visible. | A. The delivery day should be visible. |
Starting the design
Paper and digital wireframes
Early wireframes allowed me to explore multiple layout options and refine the information hierarchy across the admin dashboard, company management views, and the mobile app for online shoppers.
Paper sketches
Home page - digital wireframe
Companies view - digital wireframe
Mobile - parcel locker selection
Prototyping & Usability Testing
I conducted two rounds of usability testing. Insights from the first round shaped the transition from wireframes to mockups, and the second round, working with a high-fidelity prototype, helped me identify specific areas that needed improvement.
The second usability study revealed user frustration with the order management flow. In response, I redesigned the orders page to improve readability and surface the most critical information for each order.
Key Findings
- •Users wanted instant confirmation once the locker was closed.
- •The locker access screen confused 3 of 8 users due to unclear QR code placement.
- •Users need temperature-controlled lockers for grocery and medicine delivery.
Final Design
Desktop screens
Dashboard
Order details
Mobile app screens
Mobile app user flow: from order to locker selection
Outcomes
+22%
user confidence in delivery accuracy
–18%
support tickets related to "package not found"
100%
of pilot testers said the interface "felt trustworthy and clear"
WCAG AA
Accessibility compliance improved
The redesigned system not only streamlined deliveries but built visible trust—users could see, hear, and confirm success.
What I Learned
The first prototype is only a starting point, usability study and brainstorm with the team shape each iteration.
People trust systems that make them feel confident.
Collaboration with engineering early saved weeks of redesign once hardware specs shifted.
Next Steps
Run A/B tests on new notification styles (SMS vs. app push)
Conduct a second usability round after fridge locker rollout
Explore personalized delivery windows based on user behavior
Summary
Over 18 months, I helped People Post evolve from an idea into a reliable, human-centered delivery system.
Through user research, iterative design, and tough trade-offs, we built a product that delivers not just packages it delivers reliability.