A self-service design concept for last mile delivery: The solution for retail stores in urban environments

Abstract: The world is constantly changing, and business strategies are changing with it. Companies are offering new delivery options and technologies for customers globally when doing purchases. IKEA, a global furniture retailer, is expanding their touchpoints by opening retail stores in city centre locations in order to become more accessible. The ways customers travel in urban areas are more varied including public transport, on foot or by bike. As their transportation changes so do their need for a solution on how to bring goods home from retail stores. This master thesis, in collaboration with IKEA, investigates and proposes a solution for customers to bring goods home themselves in a city centre environment. The aim of the project is to research trends within last mile delivery, investigate the self-service offer on the market today and the customer needs within different markets globally. Furthermore, to present a self-service delivery solution for customers without access to a car. It shall add another option of delivery for the customer and by that, reach out to more people. Research and interviews were conducted as a foundation of the project, used to set product requirements. Based on this, concepts were developed and evaluated. The iterative development process resulted in a concept called Packsäck, which enables customers to carry packages and items in various sizes. Packsäck is flexible in terms of volume and is proposed to be carried on the back, to enable the preferred means of transport. It is presented as a prototype with all characteristics included. The solution has a minimalistic design and is sustainable, low-price and adaptable. Further developments are described in the thesis to enable implementation of the product at city located furniture retail stores in the near future.