USPS

ALEXA, RETURN MY PACKAGE.

USPS has felt the growing pains of Amazon's rise to power through the increase of packages being shipped in the mail each day. They approached Fjord with the goal of innovating the Returns Process – as it stands now, there's a lot of different ways a customer returns a package, and a lot of them aren't easy. Universal Returns aims to let a user return any package, anywhere. 

We developed storyboards talking through a few use cases, integrated Voice UI, developed a video demonstrating the concept, and built an app prototype. 

We had three use cases for the Universal Returns project and I created storyboards for each one. We wanted to use Amazon Alexa to demonstrate one of the easiest ways a customer could return a package – by asking Alexa to return an Amazon package. After showing the client our vision, we developed a working version of an Alexa Skill.

We knew not every package could be returned with a simple conversation so we thought through some more complex scenarios. If USPS had the ability to read emails or read receipts and invoices, we could surface the items from each purchase and let the user pick out what they want to return. 

I worked with a motion designer to demonstrate the user writing an 8-digit code on the return package instead of dealing with labels or printers. We created a concept of a custom QR-code (in our concept, it's the paper airplane) that the user scans on their receipt to pull up specific items from that order.