top of page

An Improved Moving Service 

An enactment of new interactions: LugLess

Service Design 23/SP-INFO-697-06: Foundation 3 – Prototyping new interactions

​

By Akshata Karekar

February 23, 2023

INTRODUCTION

During the co-creation activity, our opportunity statement that needed solutions was “How might we improve the long-distance moving service so that people can move their luggage to their new home in a different city?” We utilized the double diamond structure to understand customers and their problems and explore creative ways to improve the already existing solution to this problem. Some of the principles that we came up though the results of this activity were

​

  1. Transparency: on the cost and delivery time

  2. Trustworthiness: delivers to your address on time

  3. Communicative: gets timely feedback and updates

  4. Assuring: the safety of your luggage

​

From these principles, we iterated on a few concepts surrounding clear pricing, safety security of the luggage and communication. For our enactment, we focused on a combination of these concepts: Making sure your luggage is safely and securely packed and delivered, and seamless way for users to connect with all stakeholders’ from beginning to end of service. The features of this final concept were:

​

  1. The company can provide an air tag or a security sealant tape that accompanies the luggage which is easily trackable at all times by the user on the app.

  2. The company can provide users with insurance options to assure the safety of their luggage as well as the delivery time

  3. A way for users to easily get in touch with the brand representatives and/or customer service to help them with complaints or issues with the service. This can be done through a live Chabot on the app.

  4. Always provide users with timely updates on their luggage location and delivery time.

  5. Have a channel for users to leave reviews, file complains and share the service with others.

​

In this way, we focused on one specific section of our user journey map, Phase 4: Pre move to Phase 7 Post move. Below is our altered journey map, where the pink text is the alterations we made to our existing journey map.

JOURNEY MAP with key moments, pain points and opportunities 

userjoruney.png

Journey map: Text in pink are modified sections.

USER FLOWS

Based on the actions we created a flow to be used to develop our storyboard.

​

Flow 1: Scheduling Pick Up
Select number of boxes, and schedule a pick up (pick day and time frame) > Indicate categories on each piece of box > Give user option to add image(s) of what’s in the box
Print assigned label and stick it on the boxes.

 

Flow 2: Pick up
Gets notified that pick up person is arriving
Pick up person assigns air tag to each box, makes user scan their barcode on it> locations displays on app > user confirms pickup > user is able to locate boxes at all times using the app.

 

Flow 3: Delivery
User gets notified the day before to confirm the delivery time and to be available at home for pickup. App asks users to confirm their available time window or delivery
Package arrives, user is asked to scan and verify each air tag, as a way of signing off delivery
air tag is returned to delivery person

 

Flow 4: Report issues
Goes to support. Enters the details about the issue and wait to get connected to chat support
Depending on the type of issue ; escalate refund/insurance

Storyboard: A rough storyline of our enactment describing all user flows mentioned above.

THE ENACTMENT 

After making our storyboard and wireframes, we noticed a few insights:

​

  1. Our screens needed to accommodate some kind of feedback to address that a QR code has been scanned. à We added a “success” screen to our flow after each scan.

  2. Our delivery person also needed to have a digital touchpoint to perform his actions on à We developed a tablet screen flow for that role so that air tags could be easily scanned and confirmed.

  3. We noticed that the air tag needs to be secured in front of the user during the pick up phase for maximum trust and safety.

  4. Through our user testing, we found that affordability was a common occurrence. For the business to sustain with the moving staff, and customer service, the post-delivery service provided can be a part of a premium plan.

 

Below is a video of our enactment.

CONCLUSION 

Some insights we found after our enactment that could be modified are:

 

  1. Through our user testing, we found that affordability was a common occurrence. For the business to sustain with the moving staff, and customer service, the post-delivery service provided can be a part of a premium plan that users can pay for.

  2. In case some users miscalculated the number of boxes they needed to be shipped, they should have an option to edit their booking in terms of quantity of boxes, delivery time and date.

  3. If at any given time, the shipment is overweight, the service should offer the user an option to pay additional charges, or return the shipment.

bottom of page