2025
VIVIPOST
vivipost.com
Market research
Project Management
Design
Testing
Dev handoff
COO
Graphic designer
4 engineers
6 months
Overview
Managing package deliveries in apartment buildings has always been a challenge, especially when residents aren’t home to receive them. Traditional solutions rely on building staff or neighbors, leading to misplaced packages, security risks, and frustration for both residents and property managers. We set out to solve this problem with a comprehensive package management ecosystem, combining a smart locker/kiosk, a management dashboard, and a user-friendly mobile app to ensure packages are delivered and received securely, even when residents are away.
As the lead designer, I played a key role in shaping the technology and logistics behind this solution. Our work transformed package management into a seamless, scalable experience for modern apartment living.
A package management platform that guarantees secure, flexible, and effortless deliveries for residents, property managers, and couriers.
Context
A growing need for smarter package handling
With e-commerce booming, package volumes in apartment buildings have surged. Property managers struggle with inefficient handling, security concerns, and limited storage space. Our solution introduces a smart, automated system that ensures packages reach their recipients without hassle.
The Ecosystem: Smart Lockers, Dashboard, and Mobile App
We built an interconnected system where:
Couriers deposit packages into smart lockers, ensuring secure drop-offs.
Property managers oversee deliveries and resolve issues via a management dashboard.
Residents retrieve their packages anytime using a mobile app, even when they’re not home.
Core problem
A flawed delivery experience
Residents frequently miss deliveries, causing common frustrations:
Packages left unattended or misplaced: Traditional drop-off points lead to security risks and lost packages.
Inconvenient pick-up hours: If packages are stored at leasing offices, residents must retrieve them within limited hours.
Overwhelmed property managers: Staff spend excessive time managing deliveries instead of focusing on other priorities.
Couriers struggle with access: Entry restrictions and complex layouts slow down deliveries.
Challenge
Designing a seamless package management system
How do we create an intuitive, secure, and scalable package management solution that benefits residents, property managers, and couriers alike?
Goals and impact metrics
As a newly launched product, our focus was on seamless adoption and measurable impact.
Reduce package-related inquiries: Decrease resident complaints and leasing office interactions by 30% within three months.
Increase smart locker utilization: Achieve an 40%-50% adoption rate within six months.
Optimize resident convenience: Be sure that average retrieval time is under 50 seconds.
Ensure partner adoption: Secure 60% participation from courier services by the end of Q2 2025.
Solution
Building a scalable package management ecosystem
Our solution required a multi-faceted approach, integrating three key components:
Smart lockers for secure, self-service retrieval: Residents receive a notification with a unique code or QR scan, allowing them to pick up their packages anytime.
A property management dashboard for oversight: Property managers can monitor deliveries, resolve issues, and optimize locker usage in real time.
A mobile app for instant notifications and seamless access: Users track deliveries, receive locker access codes, and even authorize pickups for friends or family.
Expanding access through strategic placements: Smart lockers can be installed inside apartment buildings, at nearby convenience stores, or in community hubs, ensuring residents can retrieve their packages anytime.
QR-Based, faster retrieval
We eliminated the need for PIN entry by introducing QR-based unlock, making process easier and faster than before (based on interviews, were 80% of people choosen QR over numerical code).
Stepper, a visual way to indicate progress
Although processes are short, it worked to accurately represent the flow and give users indication of progress and passive wayfinding.
A/B tested locker UI for courier efficiency
Through testing, we optimized all our services in locker to be under 50 seconds. (27sec for retrieval, 42sec for drop-off.
Key insights from testing
42
people interviewed
27seg
average retrieval time
65%
reduction on user complaints
Project takeaways
Early engagement with property managers ensured seamless deployment: Their feedback shaped operational efficiency.
Courier experience was as critical as resident experience: Optimizing drop-off flows reduced locker congestion.
Trust and security drove adoption: Clear messaging and visibility into package status increased user confidence.
Convenience beats complexity: Simplifying the user journey led to higher adoption rates.