<

LOK Hub

2019. Logistics, Product design

I worked as a Product Designer responsible for shaping both the frontstage and backstage experiences of Lok's smart locker ecosystem. My scope went beyond UI delivery, including service design, interaction design, visual communication and user research.

Outcomes

Streamlined onboarding through clear manuals and visual aids, reducing training and support needs
Improved overall usability and adoption by grounding design decisions in field research and real-world behavior
Delivered a cohesive ecosystem that supported 3 distinct user groups
Established a service blueprint, aligning strategy with execution

Context

Lok set out to reinvent last-mile logistics through a network of smart lockers, designed to simplify package delivery and retrieval for consumers, merchants, and administrators.

The challenge was to build a seamless, end-to-end experience that worked across multiple user types and touchpoints, while ensuring the system was intuitive, secure, and scalable.

LOK smart locker device

Challenge

How might we design a multi-sided platform where very different users (consumers, merchants, and administrators) can interact with the same physical device and digital ecosystem without friction?

Solution

As Product Designer, I was responsible for mapping and designing both frontstage and backstage interactions, delivering a holistic solution that covered the entire service.
  • Smart Locker Interface
    Designed the consumer-facing screen for package retrieval, where users enter security codes and receive clear step-by-step instructions.
  • Admin Panel
    Created a management tool for clients renting lockers, enabling them to configure, monitor, and control devices.
  • Merchant Panel
    Built an interface for logistics and marketplace operators to register packages and generate codes for secure storage.
  • Mobile App
    Designed a unified app serving all user types, consolidating features for consumers, merchants, and administrators.
  • Documentation & Visual Identity
    Produced user manuals for every audience, along with custom illustrations and a consistent visual identity to unify the ecosystem.
  • Service Blueprint
    Mapped the entire service journey, aligning physical interactions with backend processes and user-facing touchpoints.
  • Field Studies
    Conducted on-site research to observe how different users engaged with lockers, uncovering real-world pain points and refining the design accordingly.
LOK smart locker

Outputs

Admin panel interface
IoT locker screen
Mobile web app
User manuals