Revolutionising Parcel Returns for a leading eCommerce in Sri Lanka

Introduction

When a leading eCommerce provider in South Asia sought to streamline its parcel return process, it turned to us at Xtrude Design. Leveraging our physical product design and engineering expertise, we developed KeepBox—a state-of-the-art parcel locker system—to simplify customer returns while optimising operational efficiency at their collection hubs.

Client Background

A leader in the e-commerce industry across South Asia, operating with a model similar to Amazon's. With millions of customers and products, The eCommerce provider required an innovative solution to address inefficiencies in its parcel return system, a crucial part of its logistics network in Sri Lanka. The company's customer-focused philosophy demanded a streamlined, user-friendly, and reliable method for handling returned products.

The Challenge

Returns management posed a significant challenge for them. Customers frequently faced delays and inconveniences when dropping off returned parcels at collection hubs, creating bottlenecks for the hub's operations. They needed a secure, efficient, and technologically advanced solution that minimised human intervention and enhanced the user experience.

The key challenges included:

• Designing a compact yet functional parcel locker system to fit the hub's space constraints.

• Ensuring security and ease of use for customers.

• Integrating the solution seamlessly with the existing systems, including customer communication and backend operations.

The Approach

To tackle these challenges, we employed a structured design and development process:

1. Understanding the Client's Needs: We conducted an in-depth analysis of the existing operational workflows, user pain points, and technical requirements.

2. Conceptualising the Design: Our team designed a steel frame with 12 compartments. The centre compartment housed the control system, ensuring security and ease of maintenance. A custom locking system controlled by a NodeMCU microcontroller locked the compartment doors.

3. Prototyping and Testing: We developed and tested functional locker models using rapid prototyping techniques, such as 3D printing, Laser cutting, and CNC, to refine usability, durability, and compatibility with their systems.

4. Integrating Smart Technology: Each compartment featured a locking system, door sensor, and object sensor. Customers could remotely access a designated compartment using a 6-digit unique code or barcode sent via email.

5. Collaboration and Feedback: We worked closely with the eCommerce provider’s technical and operational teams to ensure seamless integration with their backend and app ecosystems.

The Solution

The final product, KeepBox, is a secure, technologically advanced parcel locker system designed to meet their needs. Key features include:

• Smart Locking Mechanism: Pneumatic locks and door sensors for secure and automated access.

• Cloud-Connected Control System: This control system uses AWS to provide solutions to IoT core and app services. It is powered by a NodeMCU microcontroller and a Raspberry Pi 4 with an IR camera.

• User-Friendly Access: Customers receive a unique 6-digit code or barcode to open the correct compartment and deposit their return parcel effortlessly.

• Custom App: A dedicated app for customers and eCommerce provider admins ensures seamless interaction and real-time monitoring of the lockers.

Tools and Technologies Used

• Hardware: NodeMCUs, Raspberry Pi 4, pneumatic locks, and IR cameras.

• Software: AWS cloud services, custom app development.

• Design Software: Fusion 360 for CAD modeling.

Results and Impact

KeepBox transformed its returns management process, delivering measurable benefits:

• Enhanced Efficiency: Reduced queue times and improved parcel handling at collection hubs.

• Improved Customer Experience: Simplified returns process with secure and self-service capabilities.

• Operational Savings: Minimised need for staff intervention, leading to cost reductions.

The successful implementation of KeepBox solved the immediate logistical challenges of the e-commerce provider and set a new benchmark for e-commerce operations in South Asia.