sMILE
The smart solution for the last mile
Concept and design of a service, which aims to make parcel deliveries more sustainable, social and relaxed thanks to central parcel stations and a connected app.
YOUR SERVICE
sMile makes your parcel deliveries better, more social and more sustainable. Simply order from one of the cooperating online shops or have your parcels delivered to your sMile address. Your package will be sent directly to your sMile box. This is located in a central location in your neighborhood. Thanks to our cooperating parcel service provider, we know exactly when your parcel is where. Thanks to our app, you not only find out when your parcel will arrive, you can also use many other advantages of sMile:
YOUR NETWORK
With sMile you can easily build your neighborhood network. You and your neighbor only have to scan each other's personal codes once and you can already pick up parcels for each other and support each other. This saves you unnecessary walking distances, the last delivery mile is avoided and your neighborhood becomes more connected.
YOUR COLLECTION
Once your parcel has arrived in your sMile-Box, you can easily take parcels with you on the way home by opening the box with the collection code in the app. This will save the environment delivery miles and yourself frustration. Because your sMile-Box is open 24 hours a day, so you are completely flexible.
YOUR PARCEL OVERVIEW
With your package overview you always have everything in view. Here you can see your parcels and those of your neighbors, which are in the sMile box or will soon be arriving there. So that you can plan your pick-up precisely, the size and weight of the parcels are also displayed. Simply offer your neighbors your support by adding their packages to your collection.
YOUR sMILES
So much effort should of course not go unrewarded. For every mile that was not driven thanks to you and your neighbors, you collect smart miles, so-called sMiles, in the app. At your common goals you can see exactly which distance has been saved and what contribution you have made together for a better environment.
In Germany, 10 million parcels are sent every day. Many of them are direct home deliveries, a luxury standard that most people are unaware of. Because it contributes to enormous environmental pollution and a lot of traffic. In addition, deliveries are not always successful on the first attempt. This further increases environmental pollution and frustrates the recipient.
That is why we asked ourselves: How can you make the delivery process more sustainable and free from frustration for the recipient?
This resulted in sMile, a service that makes parcel deliveries more sustainable, social and frustration-free thanks to central parcel stations and a linked app.
THE QUESTION OF FRUSTRATION
In interviews with differently active online buyers, we talked about their ordering behavior, positive and negative experiences with parcel deliveries and their environmental awareness. We wanted to find out where frustration arises and what possibilities there are to promote sustainability.
The interviews gave us many exciting insights into the experiences of the customers. Most of the frustration for the recipient arises on the last mile of delivery from missed deliveries and insufficient parcel shops. Parcel acceptance in the neighborhood offers a positive opposite and leads to valued personal points of contact in the urban anonymity.
Date November 2017 - January 2018
Work by Marie Mader, Caroline Pragua, Leon Siekmann and Ellen Schmucker
Created in the lecture "Service Design", Information Design studies, Stuttgart Media University
In cooperation with Phönix Design Stuttgart
Tools Sketch, Invision, After Effects, Photoshop
Methods service design, user experience design, stakeholer map, user research, interviews, screener, desktop research, insights, journey map, key questions, opportunity areas, brainstorming, service concept, user scenario, persona, app flow, information architecture, wireframes, moodboards, mockups, user interface design, interaction design, motion design, storytelling, storyboards, video conception, video production