Future-Proofing Delivery with Smart Locker Systems
Future-Proofing Delivery with Smart Locker Systems
Future-Proofing Delivery with Smart Locker Systems
Client
National Logistics Provider
National Logistics Provider
Industry
Retail
Retail
Services
UX/UI Design · Workflow Automation · API Integration · Change Management Strategy
Element was engaged by a leading UK logistics provider to power the nationwide rollout of contactless delivery lockers.
Element was engaged by a leading UK logistics provider to power the nationwide rollout of contactless delivery lockers.
Deliver a unified digital and logistical experience for contactless delivery lockers across the UK.
Deliver a unified digital and logistical experience for contactless delivery lockers across the UK.
Our mission
Our mission
Our mission
We were challenged to craft a frictionless user experience and resilient API architecture that could scale with demand while integrating seamlessly with the provider’s complex digital ecosystem. The brief: • Create seamless UX for locker users and internal staff • Develop robust API architecture to link locker data with core systems • Ensure full compliance with accessibility and usability standards • Align internal teams across marketing, product, and IT for launch
We were challenged to craft a frictionless user experience and resilient API architecture that could scale with demand while integrating seamlessly with the provider’s complex digital ecosystem. The brief: • Create seamless UX for locker users and internal staff • Develop robust API architecture to link locker data with core systems • Ensure full compliance with accessibility and usability standards • Align internal teams across marketing, product, and IT for launch
The challenge
The challenge
The challenge
Introducing a nationwide smart locker system meant rethinking how legacy systems, customer journeys, and internal teams worked together. Success depended not just on technical integration, but on unifying fragmented processes and mindsets — ensuring the experience was seamless for users and operationally scalable for the business. • Integrating real-time locker data across siloed systems • Designing UX journeys compliant with strict accessibility requirements • Coordinating across multiple departments with varying priorities • Driving internal feature adoption and rollout readiness
Introducing a nationwide smart locker system meant rethinking how legacy systems, customer journeys, and internal teams worked together. Success depended not just on technical integration, but on unifying fragmented processes and mindsets — ensuring the experience was seamless for users and operationally scalable for the business. • Integrating real-time locker data across siloed systems • Designing UX journeys compliant with strict accessibility requirements • Coordinating across multiple departments with varying priorities • Driving internal feature adoption and rollout readiness
Designed with Delivery in Mind
Designed with Delivery in Mind
Discover
We began by embedding into the client’s Commercial IT, UX, and Marketing teams to understand technical dependencies, delivery workflows, and end-user pain points. The scale of the locker rollout demanded a system that could manage high transaction volumes, real-time notifications, and operational visibility — all while being intuitive for both customers and delivery personnel.
Position #2
Position #3
Position #4
Position #5
Position #6
Spark
Insights from discovery shaped our cross-functional strategy. We focused on building an API-first infrastructure, rethinking user journeys for accessibility compliance, and establishing strong internal feedback loops to ensure the new service was embraced organisation-wide.
Position #2
Position #3
Position #4
Position #5
Position #6
Ignite
API Integration & Infrastructure We designed and documented new API event flows to support the locker ecosystem, enabling order data, location tracking, and customer alerts to move effortlessly across platforms. This created a cohesive real-time system, eliminating data silos and enhancing operational speed. Accessibility-First UX & UI User journeys were rebuilt from the ground up with UK accessibility legislation front of mind. Click paths were simplified, interface elements were restructured for clarity, and workflows were made inclusive — benefiting both consumers and staff navigating locker interactions. Cross-Department Collaboration We facilitated daily stand-ups and triage workshops with stakeholders across technology, operations, product, and marketing. Working prototypes and wireframes were created to speed up approvals and keep teams aligned during sprints. Launch Readiness & Internal Comms We worked closely with internal marketing teams to deliver comms plans, launch visuals, and digital channel content that clearly explained the locker experience and how to use it. This drove early adoption and engagement across multiple customer and staff touchpoints.
Position #2
Position #3
Position #4
Position #5
Position #6
Measure
We introduced digital dashboards and executive reporting tools to track real-time locker usage, system health, and customer engagement metrics post-launch. This allowed the leadership team to make data-informed decisions while refining feature sets based on behavioural trends and user feedback. Results • Reduced friction in locker pickup journeys, streamlining time to transaction • Achieved seamless data synchronisation across multiple platforms via custom APIs • Delivered fully accessible UX journeys aligned with government standards • Accelerated rollout adoption through targeted internal comms and staff enablement
Position #2
Position #3
Position #4
Position #5
Position #6
Discover
We began by embedding into the client’s Commercial IT, UX, and Marketing teams to understand technical dependencies, delivery workflows, and end-user pain points. The scale of the locker rollout demanded a system that could manage high transaction volumes, real-time notifications, and operational visibility — all while being intuitive for both customers and delivery personnel.
Position #2
Position #3
Position #4
Position #5
Position #6
Spark
Insights from discovery shaped our cross-functional strategy. We focused on building an API-first infrastructure, rethinking user journeys for accessibility compliance, and establishing strong internal feedback loops to ensure the new service was embraced organisation-wide.
Position #2
Position #3
Position #4
Position #5
Position #6
Ignite
API Integration & Infrastructure We designed and documented new API event flows to support the locker ecosystem, enabling order data, location tracking, and customer alerts to move effortlessly across platforms. This created a cohesive real-time system, eliminating data silos and enhancing operational speed. Accessibility-First UX & UI User journeys were rebuilt from the ground up with UK accessibility legislation front of mind. Click paths were simplified, interface elements were restructured for clarity, and workflows were made inclusive — benefiting both consumers and staff navigating locker interactions. Cross-Department Collaboration We facilitated daily stand-ups and triage workshops with stakeholders across technology, operations, product, and marketing. Working prototypes and wireframes were created to speed up approvals and keep teams aligned during sprints. Launch Readiness & Internal Comms We worked closely with internal marketing teams to deliver comms plans, launch visuals, and digital channel content that clearly explained the locker experience and how to use it. This drove early adoption and engagement across multiple customer and staff touchpoints.
Position #2
Position #3
Position #4
Position #5
Position #6
Measure
We introduced digital dashboards and executive reporting tools to track real-time locker usage, system health, and customer engagement metrics post-launch. This allowed the leadership team to make data-informed decisions while refining feature sets based on behavioural trends and user feedback. Results • Reduced friction in locker pickup journeys, streamlining time to transaction • Achieved seamless data synchronisation across multiple platforms via custom APIs • Delivered fully accessible UX journeys aligned with government standards • Accelerated rollout adoption through targeted internal comms and staff enablement
Position #2
Position #3
Position #4
Position #5
Position #6
Discover
We began by embedding into the client’s Commercial IT, UX, and Marketing teams to understand technical dependencies, delivery workflows, and end-user pain points. The scale of the locker rollout demanded a system that could manage high transaction volumes, real-time notifications, and operational visibility — all while being intuitive for both customers and delivery personnel.
Position #2
Position #3
Position #4
Position #5
Position #6
Spark
Insights from discovery shaped our cross-functional strategy. We focused on building an API-first infrastructure, rethinking user journeys for accessibility compliance, and establishing strong internal feedback loops to ensure the new service was embraced organisation-wide.
Position #2
Position #3
Position #4
Position #5
Position #6
Ignite
API Integration & Infrastructure We designed and documented new API event flows to support the locker ecosystem, enabling order data, location tracking, and customer alerts to move effortlessly across platforms. This created a cohesive real-time system, eliminating data silos and enhancing operational speed. Accessibility-First UX & UI User journeys were rebuilt from the ground up with UK accessibility legislation front of mind. Click paths were simplified, interface elements were restructured for clarity, and workflows were made inclusive — benefiting both consumers and staff navigating locker interactions. Cross-Department Collaboration We facilitated daily stand-ups and triage workshops with stakeholders across technology, operations, product, and marketing. Working prototypes and wireframes were created to speed up approvals and keep teams aligned during sprints. Launch Readiness & Internal Comms We worked closely with internal marketing teams to deliver comms plans, launch visuals, and digital channel content that clearly explained the locker experience and how to use it. This drove early adoption and engagement across multiple customer and staff touchpoints.
Position #2
Position #3
Position #4
Position #5
Position #6
Measure
We introduced digital dashboards and executive reporting tools to track real-time locker usage, system health, and customer engagement metrics post-launch. This allowed the leadership team to make data-informed decisions while refining feature sets based on behavioural trends and user feedback. Results • Reduced friction in locker pickup journeys, streamlining time to transaction • Achieved seamless data synchronisation across multiple platforms via custom APIs • Delivered fully accessible UX journeys aligned with government standards • Accelerated rollout adoption through targeted internal comms and staff enablement
Position #2
Position #3
Position #4
Position #5
Position #6
Next stop...
With the foundational infrastructure and user experience now in place, the logistics provider is well-positioned to scale its smart delivery offerings nationwide. This project laid the groundwork for further innovations in contactless logistics, customer convenience, and operational efficiency.
With the foundational infrastructure and user experience now in place, the logistics provider is well-positioned to scale its smart delivery offerings nationwide. This project laid the groundwork for further innovations in contactless logistics, customer convenience, and operational efficiency.