Autonomous Vehicle Delivery Service
Service Design for a North Star Vision
The Challenge
The automotive company sought to envision the future of autonomous vehicle delivery services, creating a comprehensive service design that would address the complex challenges of both the "first 50 feet" and "last 50 feet" of autonomous delivery—the critical touchpoints where autonomous vehicles interact with human environments.
The Approach
Stratos designed an end-to-end delivery experience that maps out phases, moments, and desired outcomes in a typical workday. We focused on understanding the complete ecosystem including drivers, shippers, recipients, and the technology infrastructure needed to support seamless autonomous delivery operations.
Key Focus Areas
- •Start of day preparation and pre-trip planning
- •Pickup workflows and batch order management
- •Dropoff procedures addressing the "last 50 feet" challenge
- •Post-trip documentation and end-of-day closeout
- •Mobile and tablet interface design for drivers and shippers
- •Dashboard and notification systems for real-time tracking
Service Design Framework
We created comprehensive service blueprints that detailed every interaction point across multiple user types and touchpoints, ensuring a seamless experience from order creation to final delivery.
Prototyping Approach
- •Exploration phase: Low-fidelity prototypes and storyboards
- •Communication phase: Scenario-based concept sketches
- •Evaluation phase: High-fidelity working prototypes for testing
Impact
The North Star vision provided a comprehensive service design framework that addresses the complex challenges of autonomous delivery. The detailed journey maps, workflow designs, and prototypes serve as a strategic roadmap for implementing autonomous vehicle delivery services that seamlessly integrate into existing logistics operations.