Hello Package - Simple UI

Hello Package App Design

Research - Competitive Analysis

To kick off the project, I started out with some research.

First, I completed a competitive analysis of 4 key direct competitors.

Here’s an overview of the research:

And here are the specific notes around each competitor’s product:

User Research

We also did some initial user research, including interviewing actual users are they were in progress of the app experience.

Users included: 3 carriers, 7 residents, and 1 employee.

The goals of the initial research were to gain insights into the package delivery and receiving process as they stand today.

Here’s a bit of what I heard:

“If we were given a better run through of the system, it would be more efficient.”

“It’s pretty nice, because the second it gets dropped off I get a text message.”

“It works, but I’m used to having my packages private.”

“I want to be reminded more than once.”

“I feel like you could very easily steal someone else’s package. It’s never happened to me, but I feel like it would be super easy to do.”

“Messenger does not reply, email has no replies, and agents are not available by phone.”

Not only did I interview users in person, I also watched the Hello Package security camera footage and took notes on user’s body language, expressions, and behaviors as they interacted with the package room.

Key insights included:

It’s easy to get confused when the shelves are full.

Residents move packages to other shelves or the floor to find their own.

Residents in a hurry may become frustrated at waiting for the leasing staff to come and assist them.

User Flow

After completing the research, I put together a user flow of the experience. This directly tied in with the later design work completed in the mobile app.

Affinity Map

Affinity mapping is one of my favorite parts of UX, and I used Miro to affinity map the insights with my team into categories.

Within the affinity map data, four primary concerns revealed themselves:

33% of customers mentioned notifications

19% of users noticed customer service

23% of users mentioned security

23% of users mentioned convenience

Persona

A persona was created based on user research, affinity map insights, and demographic information from Hello Package apartment complex partners.

Problem Statement

The resident needs a convenient, intuitive, and secure package delivery expeince so that they feel confident in receiving their items.

💡Convenient = customer service + 24/7 access at their fingertips

🌀Intuitive = the system needs to make sense

🔑Secure = residents need to feel that their personal deliveries are safe and sound

Journey Map

I mapped out the user’s journey based on mobile app behaviors, body language insights, and user observation.

Solution Statement

The resident needs a more intuitive app interface tailored towards resident package deliveries.

By updating the app with a tutorial and revised notification settings, residents will confidently understand the Hello Package system and enjoy a more pleasant user experience.

Initial Wireframes

Four areas were the main focus for the first round of wireframes.

Customer Convenience: giving the user access to customer service from any screen

Notifications: having multiple locations for notifications

Security: demonstrating the value and level of security that Hello Package takes in their product
Education: Adding tutorial and tips to create an easier to navigate app