Research & strategy
to boost locker choices

Bpost Future Lab

Challenge

People love home delivery. It’s perceived as most convenient to
receive your parcels. But can we keep up home deliveries,
considering the cost to the environment and to the business
model of bpost? Therefore we researched if and how people
could consider locker choices more.

Approach

We started with observations and in-depth consumer
interviews to understand the current locker and home-
delivery experiences.

We analyzed the decision-making and user journey and
spotted key moments for interventions. We then designed
a selection of interventions both on the level of locker
placement, locker design, and communication optimizations.

Result

  • + A selection of key opportunity moments in the user journey.
  • + Locker location recommendations
  • + Persuasive communication & experience recommendations

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