EXECUTIVE SUMMARY

In the project course InnoLab, the design thinking method was applied to develop innovative and customer-friendly app features for the company WienBox from Wiener Lokalbahnen. WienBox enables access to over 400 parcel boxes from multiple providers in Vienna. The aim of this report is to share insights into our approach and summarize the outcome and research findings of this project.

Goal

Our goal was to understand customer needs regarding inner-city logistics and parcel lockers in Vienna. We aimed to produce a requirement catalogue for app features to ensure a user-friendly experience for WienBox customers.

Methodology

The Design Thinking Method was followed, consisting of five phases:

1. Empathize: We conducted primary research via 90 interviews, five self-tests and five observations.

2. Define: We analyzed the resulting data within a thematic map and personas, which was then summarized into Key Insights.

3. Ideate: We generated and evaluated various ideas, before agreeing with Wiener Lokalbahnen on four ideas for features to develop further.

4. Prototype & Test: We prototyped and tested the top four features in three rounds. Our first prototype was designed on paper, the second one on the website Marvel. In-between, we tested the prototypes with potential WienBox app users and integrated their feedback iteratively throughout the process.

 

Results

After the collected data was analyzed, several key insights were identified, which summarize our research findings. These insights shed light on the frustrations experienced by the citizens of Vienna, who may become users of WienBox, and highlight aspects the company WienBox should focus on. The following key insights were selected to further emphasize on in the second phase of the project:

1. Narrow opening hours: Personas with a busy time-schedule are inflexible when going shopping or picking up parcels.

2. Complex information procurement: All personas find the parcel delivery process and box functionality difficult to understand.

3. Distance is too far: All personas dislike the effort of longer distances to reach lockers or parcel shops.

4. Wasting time due to delays: All personas become frustrated due to unexpected changes with parcel deliveries.

 

According to these insights, we prototyped and tested the following four features, which are designed to increase the usability of the Wien box App:

1. PaketPaul: This chatbot and mascot guides customers through the app, assists users by answering questions and sending notifications.

2. Multiple User Accounts: A subscription model that enables sharing parcel boxes with multiple people. Parcel pick-up permissions and box access can be granted to other users by QR-code sharing.

3. Reward System (incl. Green Marketing): By completing CO2-saving challenges, users can gain points and increase their user-level to unlock rewards.

4. Tutorials: Explanatory videos and optional check-off lists guide users step-by-step through the various use cases of WienBox.

 

Cooperation Partner

• Wiener Lokalbahnen
  Purkytgasse 1B
  Vienna, Austria 
  wienbox.at 

Contact Person

• Nadine Adensam - nadine.adensam@wlb.at

Student Team

• Arthur Willenbockel

• Benjamin Seisl

• Frieda Claudius

• Karoline Wölfer

• Tobias Hager

Project Manager

• Kommol Erik M.Sc.

• Monsorno Benjamin M.Sc.