LOK Hub
Shaping the frontstage and backstage experiences of a smart locker ecosystem. Bridging physical hardware with digital service design.
The Last-Mile Problem
Lok set out to reinvent logistics through smart lockers. The challenge was to build a seamless, end-to-end experience that worked across multiple user types (consumers, merchants, couriers) interacting with the same physical device.
Multi-Sided Platform
How might we design a platform where distinct users interact with the same device without friction?
Holistic Service Design
I mapped and designed both frontstage and backstage interactions.
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LOCKER INTERFACE
Consumer-facing screen for secure retrieval and drop-off.
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ADMIN & MERCHANT PANELS
Tools for configuring devices and managing package flow.
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SERVICE BLUEPRINT
Aligned physical interactions with backend processes.
Streamlined onboarding through clear manuals and visual aids, reducing support needs.
Improved usability by grounding decisions in field research and real-world behavior.
