Indian Post Office App

Contextual Inquiry, Data Analysis, User Flows

2020

A unified application for India Post customers and postmen, designed to enhance delivery efficiency and address manpower shortages through optimized route planning, real-time tracking, and streamlined task management.

Role

UX Designer

Duration

4 weeks

Team

1 Designers

Category

App Design

" How can we improve the efficiency and support growth in revenue of the Indian Postal services through design?"

Design Challenge

The Indian post office had concerns of low productivity and unsatisfactory footfall of customers. Additionally the customers had a lack of awareness of the offerings of the Indian Post Office they can benefit from.

Research

16 Customers of the Indian Post Office were asked to rate the postal services on the scale of 1-10 and their responses are presented using a bar graph. Overall, the users are not happy with the service and experience.

16 Customers of the Indian Post Office were asked to rate the postal services on the scale of 1-10 and their responses are presented using a bar graph. Overall, the users are not happy with the service and experience.

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Interview statistics

In order to get a grip on the existing initiatives, financial benefits to customers, areas of possible design intervention etc. secondary research was conducted followed by primary research.

In order to get a grip on the existing initiatives, financial benefits to customers, areas of possible design intervention etc. secondary research was conducted followed by primary research.

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Postmen were asked in personal interviews, what was the biggest problem they faced in their job. The diagram represents their responses. It was concluded that manpower shortage is the biggest issue they face.

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User flow Diagram

Contextual inquiry involved interviewing 5 Indian Post office Postmen. A flow diagram was used to illustrate the postal system. It explains the relationship between each entity that is closely or even remotely related to the Indian Post Office. The points marked in red are the pain points faced by the respective entity in the ecosystem which carrying out their task or their role in the system.

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Competitive Analysis

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From the Competitor analysis the features that were benchmarked were 'Collecting payment before delivery', 'Informing customers about saving schemes' online and 'Transferring money online from one account to another.

Customer Persona

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Postman Persona

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Ideation

Feature 01 - Savings Scheme information

Feature 01: Informing customers of the available savings schemes offered by the Indian Post Office.

Feature 02 - Online Banking at Indian Post Office

Feature 02: Facilitating customers to invest in schemes of the Indian Postal Services through online banking.

Feature 03 - Postman corner

A bundle of features for the postman to be able to do their job with little friction.

Feature 04 - General Postal Services

General post office features like tracking packages, locating post offices, tracking complaints and calculating postage.

UI Styleguide

App Design

Constraints

The Indian Post office app works for both customers and the postman to optimize the functions of the postal services and also make customers aware of the benefits they can avail from the Indian post. The app prototype was shown to few postmen and they said they could see a potential use of the app but a substantial user testing was not possible due to time constraint.

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