DHL — Service Point Kiosk Experience
(About)
Client:
DHL
Industry:
Logistics / Retail
Role:
UX/UI Designer, User Researcher
Duration:
3 months
Client:
DHL
Industry:
Logistics / Retail
Role:
UX/UI Designer, User Researcher
Duration:
3 months
Client:
DHL
Industry:
Logistics / Retail
Role:
UX/UI Designer, User Researcher
Duration:
3 months
(Process)
(01)
Overview
DHL wanted to simplify the customer experience for sending and collecting parcels at service points through a self-service kiosk. The solution combined digital and physical flows, integrating DHL’s Service Point API with Ombori’s queue and kiosk system, enabling customers to scan, identify, and complete shipments quickly and independently. As UX Researcher & Designer at Phygrid, I helped define the end-to-end interaction model, create kiosk and mobile flows, and prototype both paper and digital ticket systems.
(01)
Overview
DHL wanted to simplify the customer experience for sending and collecting parcels at service points through a self-service kiosk. The solution combined digital and physical flows, integrating DHL’s Service Point API with Ombori’s queue and kiosk system, enabling customers to scan, identify, and complete shipments quickly and independently. As UX Researcher & Designer at Phygrid, I helped define the end-to-end interaction model, create kiosk and mobile flows, and prototype both paper and digital ticket systems.
(01)
Overview
DHL wanted to simplify the customer experience for sending and collecting parcels at service points through a self-service kiosk. The solution combined digital and physical flows, integrating DHL’s Service Point API with Ombori’s queue and kiosk system, enabling customers to scan, identify, and complete shipments quickly and independently. As UX Researcher & Designer at Phygrid, I helped define the end-to-end interaction model, create kiosk and mobile flows, and prototype both paper and digital ticket systems.
(02)
Challenge
Customers faced inconsistent experiences when sending or picking up packages at DHL partners and service points. Manual input, unclear steps, and slow handovers caused confusion and unnecessary waiting times. The challenge was to create a seamless, accessible flow that worked across kiosk, mobile, and staff-facing systems while aligning with DHL’s technical infrastructure.
(02)
Challenge
Customers faced inconsistent experiences when sending or picking up packages at DHL partners and service points. Manual input, unclear steps, and slow handovers caused confusion and unnecessary waiting times. The challenge was to create a seamless, accessible flow that worked across kiosk, mobile, and staff-facing systems while aligning with DHL’s technical infrastructure.
(02)
Challenge
Customers faced inconsistent experiences when sending or picking up packages at DHL partners and service points. Manual input, unclear steps, and slow handovers caused confusion and unnecessary waiting times. The challenge was to create a seamless, accessible flow that worked across kiosk, mobile, and staff-facing systems while aligning with DHL’s technical infrastructure.
(03)
Solution
We developed a multi-path kiosk flow supporting both pickup and sending, integrating queue management and digital ticketing. Key design components included: - QR scanning & shipment lookup via DHL Service Point API. - Mobile handover for users starting the flow on their own device. - Paper or digital queue ticket creation for better flow distribution. - BankID identification support for verified pickups. - Accessibility layer with on-screen input and multi-device payment handover. Through iterative testing and observation, we optimized layout, feedback timing, and copy to make the kiosk experience faster and clearer for first-time users.
(03)
Solution
We developed a multi-path kiosk flow supporting both pickup and sending, integrating queue management and digital ticketing. Key design components included: - QR scanning & shipment lookup via DHL Service Point API. - Mobile handover for users starting the flow on their own device. - Paper or digital queue ticket creation for better flow distribution. - BankID identification support for verified pickups. - Accessibility layer with on-screen input and multi-device payment handover. Through iterative testing and observation, we optimized layout, feedback timing, and copy to make the kiosk experience faster and clearer for first-time users.
(03)
Solution
We developed a multi-path kiosk flow supporting both pickup and sending, integrating queue management and digital ticketing. Key design components included: - QR scanning & shipment lookup via DHL Service Point API. - Mobile handover for users starting the flow on their own device. - Paper or digital queue ticket creation for better flow distribution. - BankID identification support for verified pickups. - Accessibility layer with on-screen input and multi-device payment handover. Through iterative testing and observation, we optimized layout, feedback timing, and copy to make the kiosk experience faster and clearer for first-time users.
(04)
Result & Conclusion
Testing with real users confirmed that the kiosk’s dual flow - supporting both digital and paper tickets — offered a clear and intuitive experience. Customers appreciated being able to choose how to interact (via kiosk, mobile, or QR handoff), and even first-time users could complete the send or pick-up process with minimal guidance. Observational studies revealed fewer navigation errors and faster recognition of “next step” cues thanks to simplified copy, contextual icons, and accessible button hierarchies.
(04)
Result & Conclusion
Testing with real users confirmed that the kiosk’s dual flow - supporting both digital and paper tickets — offered a clear and intuitive experience. Customers appreciated being able to choose how to interact (via kiosk, mobile, or QR handoff), and even first-time users could complete the send or pick-up process with minimal guidance. Observational studies revealed fewer navigation errors and faster recognition of “next step” cues thanks to simplified copy, contextual icons, and accessible button hierarchies.
(04)
Result & Conclusion
Testing with real users confirmed that the kiosk’s dual flow - supporting both digital and paper tickets — offered a clear and intuitive experience. Customers appreciated being able to choose how to interact (via kiosk, mobile, or QR handoff), and even first-time users could complete the send or pick-up process with minimal guidance. Observational studies revealed fewer navigation errors and faster recognition of “next step” cues thanks to simplified copy, contextual icons, and accessible button hierarchies.
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