PilotoMail Case Study 1: Mail Assignment and Pick-Up
Welcome to the first case study of PilotoMail, where we dive into the design journey. In this post, we dissect the challenges encountered and the strategic solutions to enhance the user experience.
PilotoMail: Revolutionizing Mailroom Dynamics
PilotoMail, a dynamic SAAS startup, is committed to redefining mailroom automation and virtual mailbox solutions. Our mission revolves around optimizing mailroom operations, cutting costs, and ensuring USPS compliance for operators (those who manage mailrooms).
Goal
Our primary objective is clear: refine mail handling logistics for operators and streamline the process of gathering information from renters. This not only simplifies tasks but also significantly reduces operational costs, fostering a seamless mailroom experience.
We discovered the following set of tasks:
Operators faced confusion when assigning mail to renters.
Marking mail as picked up proved challenging for operators when renters picked up mail on the fly.
Assign Mail
After conducting comprehensive interviews with operators, several key challenges emerged:
Limited information due to spatial constraints.
Usability issues with the 'package type' dropdown.
Lack of clear indicators for selected mailboxes.
Visibility problems with search results.
Our strategic response involved a meticulous layout redesign, allowing for the display of mail images and mailbox information. The 'package type' dropdown received a user-friendly makeover, and a tag was introduced to show the mailbox compliance status. Search result visibility was improved by displaying the search term. Finally, the selected mailbox is marked with a checkmark and a distinct background to make it obvious it has been selected.
Pick-up Mail
Post-mail assignment, the most frequent interaction is the mail pick-up process, which is displayed in two ways:
A "shortcut" in the mail list view for marking selected mail as picked up.
Introduction of a new pick-up button in the mail details view, ensuring accessibility at all times.
An extra measure was introduced: the selection of an authorized individual for mail pickup, along with the collection of their signature.
This is the end of the first part of our case study, offering a comprehensive insight into the transformation of PilotoMail's design approach. Stay tuned for the upcoming parts, as we go deeper into our design evolution.