Mailman
Parcel Delivery Service Design
Client
Officeworks
Role
UX Designer
Duration
4 months
Year
2018
Mailman was a parcel delivery service offered by Officeworks, allowing customers to send parcels between capital cities directly from store. I was brought in to redesign the end-to-end experience, from how customers discovered and navigated the in-store space, to a self-serve kiosk interface that removed the need for staff assistance.
The in-store Mailman experience had significant drop-off — customers couldn't find the space in store, and those who did were unsure how to use the service without staff help. The business needed a path toward full self-service that would scale across multiple Officeworks locations.
↑ In-store space design — guiding customers through the Mailman journey
Research & discovery
Met with stakeholders across departments, visited stores to experience the service firsthand, reviewed customer feedback, and conducted user interviews to map pain points across the full journey.
In-store space design
Developed store layout concepts with signage, floor markings, and zoned areas guiding customers through each step: choose your package, pack your item, pay and print label, send your parcel. Concepts were used by the business for store rollout planning.
Kiosk interface
Designed a touch-screen kiosk interface that guided users through the process of booking a delivery, printing labels, and scheduling pickups. The design focused on clarity and simplicity to accommodate users of all tech comfort levels.
Validation & iteration
Conducted usability testing with 20 participants across two rounds, iterating on the kiosk interface and in-store signage based on feedback and observed pain points.
↑ Storyboard - mapping the Kiosk interaction flow
↑ Kiosk interface — core component library
'The store space concept was adopted as a planning reference for Officeworks store layouts. The kiosk UI concept established the interaction framework for Mailman's self-serve ambition. While the service was eventually discontinued for business reasons, the design work laid the groundwork for future self-service initiatives within the company.
Tools & methods