Client

Vinted Go


Project

Courier experience


Context

During my summer break I interned at Vinted, Europe's largest online marketplace for second-hand fashion. As Vinted was seeking to minimize the negative environmental impact of parcel delivery and to reduce shipping costs for its members, it launched Vinted Go — a shipping network of carriers and pick-up points.


Brief

Since the "Last Mile" is the most expensive in the parcel journey, my mission was to optimize time and costs by improving the courier’s app.


Solution
As it turned out the best app was no app. When the delivery driver stopped at a location they would juggle between the app and the locker which increased mental fatigue and time spent per parcel. Therefore we moved as much of the courier's flow to the locker itself by balancing a slew of technical constraints and strategic considerations.


2022

Povilas Grigas + Jonas Grinevičius + Austėja Chmieliauskė + Daumantas Banys

Vinted's and Vinted Go's missions

Vinted user's journey

When I joined, the courier's experience was awkwardly split between a custom built app and an off-the-shelf locker interface which created a myriad of problems.

Since this was only the beginning of Vinted Go, we didn't have enough user data to make informed decisions. So most of my time was spent talking to experts, interviewing delivery drivers and collecting my own data by role-playing as a courier and measuring how much time every action takes.

In order to understand what to focus on, I created a prioritization formula. The parcel drop-off phase turned out to have the highest potential time gains.

The 3 phases of the courier's locker visit were optimized by eliminating unnecessary steps, improving legibility, simplifying controls and reducing decision-fatigue. Some decisions though were intentionally left for the courier to make so that they wouldn't go into auto-pilot and start making mistakes.

The Drop-off flow was moved over to the locker interface, leaving the Connecting and the Pick-up still on the app with the intention of moving them off of the phone in the future.

This resulted in 50% time savings at every locker.

Roughly translated, a better designed flow saves the courier 2 hours every day. I'd like to think that time will be spend with their families and friends.

At the end of the internship I put all of my learnings into a document where I outlined the next steps, research, insights and considerations.

to find love,

belonging,

understanding

and peace.

in products or in life.

write to me.

povilas@grigas.co