2025
VIVIPOST
vivipost.com
Market research
Project Management
Design
Testing
Dev handoff
COO
Graphic Designer
6 engineers
7 months
Overview
Managing package deliveries efficiently in both apartment buildings and retail locations requires a secure, self-service solution that reduces dependency on property staff and store employees. Traditional methods often lead to inefficiencies, lost packages, and security concerns, especially with rising package volumes from e-commerce growth.
We developed an intelligent locker and self-service kiosk system, originally designed for Mexico’s #1 convenience store, that enables residents, couriers, and retail customers to seamlessly receive, return, store, or send packages across the country.
I led the end-to-end product and service design, ensuring a scalable, secure, and frictionless package management system that integrates with retailers, carriers, and apartment buildings while offering an app to manage services effortlessly.
A self-service locker and kiosk system that guarantees fast, secure, and independent package handling for apartment residents, retail customers, and logistics partners.
Context
Transforming package management for apartments and retail
With e-commerce demand at an all-time high, both apartment buildings and retail stores need a secure, automated solution to manage deliveries, returns, and package storage without manual intervention. Our system offers a flexible, multi-purpose approach that adapts to different needs.
A multi-functional locker and kiosk ecosystem
Our solution enables users to:
Receive deliveries from any e-commerce provider, even without home presence.
Return items quickly, streamlining the e-commerce return process.
Send packages nationally through partner carriers.
Rent locker spaces for temporary storage.
This system integrates with a mobile app and dashboard, allowing users and partners to manage services seamlessly.
Core problem
The growing challenge of package management in e-commerce
Challenges in modern package handling include:
Missed deliveries and security risks: Unattended packages can be stolen or misplaced.
Carrier accessibility: Couriers struggle with restricted access to buildings or inefficient drop-off points.
Complicated return processes: E-commerce returns require multiple steps, leading to frustration.
Limited package shipping options: Sending a package often involves long wait times and complex procedures.
Challenge
Optimizing package handling with a scalable locker and kiosk solution
How do we design a fast, user-friendly, and scalable locker/kiosk system that optimizes package management for residents, retail customers, carriers, and businesses?
Goals
Reduce package handling time: Ensure package retrieval and drop-off taks less interactions as possible.
Enhance security and tracking: Lower lost package incidents by 50% with a secure, trackable system.
Increase successful deliveries: Achieve an 90% success rate by reducing failed delivery attempts.
Improve carrier and retail adoption: Partner with 30% of major national carriers and retailers by the end of 2025 (in progress).
Solution
Efficient, secure and seamless
Self-service lockers & kiosks: Secure, autonomous package retrieval and drop-off points for apartments and retail locations. Also quick transactions using QR codes and streamlined UI.
Carrier and retail partnerships: We built relationships with Mexico’s largest convenience store chain and we're on track getting national couriers, also with apartment management companies. The system enables e-commerce retailers to offer easy returns and national shipping.
Mobile app and management dashboard: Users can track packages, schedule pickups, and authorize third-party pickups. Property managers and retailers can monitor transactions and optimize locker usage.
Following example about how we manage to map every single actor in a particular process. This will be repeated for every service that we offer.
Fast, frictionless retrieval
One click + QR scan for retrieval. Average transaction time reduced by 54% (59sec vs 27sec after iterations).
Easier drop-off time, even without integration
Two clicks + QR scan for drop-off. Average transaction time reduced by 38% (68sec vs 42sec after iterations).
Real-time tracking and automated notifications
Instant alerts for package arrivals and drop-off evidence enhance user confidence and prevent lost deliveries (based on interviews, 65% users told that they check actively their tracking status while waiting for a package)
Key insights from testing
27seg
average retrieval time
42seg
average drop-off time
85%
success rate (first month)
Project takeaways
User independence is key: Fully self-service systems ensure higher adoption and efficiency.
Optimizing for couriers, benefits for everyone: Faster drop-offs lead to smoother operations.
Security and trust drive adoption: Users value real-time tracking, notifications, and secure access features.
Scalability across industries: The system successfully adapts to both residential and retail environments, supporting multiple logistics use cases.