Unlocking convenience and security for modern package delivery.

Smart Lockers were built as a free, secure, and convenient alternative when home delivery isn’t practical. The system had to work seamlessly across kiosk screens, Click-N-Ship®, self-service kiosks, and in-person retail counters. My role focused on designing the end-to-end experience: from QR-code retrieval at lockers, to clear receipts, to consistent messaging across every touchpoint.

• Enhanced security by delivering packages to secure Post Office Smart Locker locations.
• Reduced pickup time to under one minute by simplifying kiosk flows from six screens to three.
• Enabled self-service retrieval using one-time QR codes.
• Improved clarity through redesigned receipts and notifications, reducing missed pickups.

The success of Smart Lockers wasn’t measured by UI polish, but by trust and reliability. Service design means designing the entire journey—not just the screen—so customers feel confident, informed, and in control.