Client
Industry
We were tasked to deliver a unified digital and logistical experience across a huge network across the whole of the UK.
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.
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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.
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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.
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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
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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.