UPS In-store Experience
ROLE
Design Consultant
TEAM
UPS technical team, on-site staff, loyal customers
STATUS
Project pending approval
USER PROBLEM
It was 2020 and we all experienced an unexpected change in our world with the outbreak of COVID-19. People were tentative to step outside of their homes and businesses were trying pivot quickly. The UPS store was considered an essential business, and had to stay open for customers.
Customers were hesitant to enter the store during this unprecendented time. They were afraid to do their required work and business at the UPS store. In addition, they didn’t want to wait in line for more than a minute. They wanted to be in and out, and be home in their safe zone.
DESIGN SOLUTION
I created an in-store experience, strategy and design with the new mobile tablet experience. We used a wireless scanner and serviced the customers with a tablet experience. It helped eliminate lines of customers waiting to be serviced and gave them comfort of knowing they could take care of their needs quickly. We were able to bring comfort to our customers knowing their service would be expedited. The store was set up with distancing guides, shields and masks.
DISCOVERY
A very unique project like this required me to step into the customers shoes as well as the employees. Both were vital to strategize the overall in-store and digital experience. I was able to identify loyal customers and conduct surveys about their in-store experience. We found other “essential” businesses which included coffee shops with similar customer counts and average time servicing a customer.
MAKE IT EASY
MAKE IT QUICK
MAKE IT SAFE
IDEATE, DESIGN & TEST
We designed the space to allow customers to navigate the store 1 way in and 1 way out. We were able to service one at each register and take the tablet to the next customer, essentially acting as a third register to move the line along and decreasing the time for customers waiting. In addition, we set up markers outside the store to create a line leading out the front door.
OUTCOME
Customers were grateful for the in and out experience at the store. They felt the need to finish their business and felt more comfortable doing it in this environment. Customer reviews and in-person feedback showed we took the right steps during this difficult time. UPS corporate is evaluating the mobile, digital, third register experience for individual stores to use with customers.
LOOKING FORWARD
What we have learned from this project and how we plan to move forward.
We were able to test the experience successfully in one store. In place of sending the idea to corporate, I would like to test in other stores. In turn, test and iterate to determine the best experience with or without a world changing pandemic on our hands.
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