Creativity
Communication
Culture
YANCEY
Reimagining last-mile delivery through community-powered package sharing
Challenge
DHL faced rising costs and inefficiencies caused by failed deliveries, reattempts, and storage—especially in the last-mile delivery phase. The challenge was to reduce these costs while improving the end-user experience.
Process
In collaboration with Publicis Sapient, we used a service design and design thinking approach—conducting user research, ideation workshops, and rapid prototyping within a one-week design sprint. Through surveys and testing, we identified a key opportunity: community-based delivery. Our solution was the DHL Community App—a platform where neighbors can offer secure package storage based on available space and preferences, promoting flexibility, sustainability, and trust within local communities.
Result
The final concept introduced a new way of thinking about last-mile delivery: turning neighborhoods into micro-hubs. The app prototype received highly positive feedback during testing for its practicality and community-building aspect. It offered DHL a scalable, customer-centered approach to reduce delivery failures while enriching the user experience through shared economy principles.
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