KTSM Technologies

Category: Behind the scenes

  • Building ecosystem-inspired software solutions for the last mile

    Building ecosystem-inspired software solutions for the last mile

    In a rapidly evolving world, e-commerce has changed how we shop, bringing convenience to our fingertips. Yet, with this rapid growth comes the last-mile delivery challenge. Caught between many delivery stakeholders and the need for environmental responsibility, the agnostic parcel locker system made it to market. The software behind these lockers overcomes carrier boundaries and technological limitations, making it an essential asset for global delivery. At Smartmile, we rock agnostic systems. Yet we ask ourselves: can we push further? Could our locker software come to re-design the full foundation of delivery? And in doing so, could we transform delivery into an ecosystem-inspired software solution?

    The need to change begs for deeper questioning, especially with the push for regulations to focus on eco-friendly practices and enhanced efficiency in the last mile, a trend observed not only in Europe but across the globe.

    Regulation pushing delivery toward environmental solutions

    In Europe, environmental concerns have taken center stage. As a result, the region is increasingly committed to sustainability and eco-friendly solutions. As e-commerce continues to boom and parcel deliveries increase, the delivery industry has set off Europe’s environmental alarms. Especially its traditional last-mile delivery methods, heavily reliant on gas-guzzling vehicles and frequent stops, causing increased carbon emissions and traffic jams. To push the industry to change, European governments and regulatory bodies have been actively pushing for more sustainable solutions. Agnostic parcel locker systems are one of them. By encouraging the adoption of agnostic parcel lockers, Europe gets to change the last-mile delivery process into an environmentally responsible process, aligning it with the region’s ambitious sustainability goals.

    To top it off, the standardization and integration that agnostic parcel lockers cause align with the EU’s focus on creating a single digital market. See, agnostic locker solutions realize system compatibility between many stakeholders serving the same customers; this breaks down barriers and empowers interoperability- a true example of the EU’s vision of an efficient and unified digital economy. This regulatory push toward agnostic parcel lockers shows a bold step forward in harmonizing the fragmented delivery landscape and ensuring that all players – from retailers to courier services – operate on a level playing field. As Europe takes the lead in changing the last mile, other regions worldwide closely observe these developments. But lockers are just one part of the delivery landscape.

    The key to tackling delivery’s root challenges: an ecosystem-inspired software solution

    While agnostic parcel lockers bring promising improvements to last-mile delivery, they can only solve part of the industry’s challenges. The delivery landscape is a complex web of stakeholders, each operating on different systems, many of which are outdated and rigid. Integrating agnostic parcel lockers into this complex ecosystem is undoubtedly a step in the right direction; for one, it creates a simpler structure. However, lockers are one part of out-of-home delivery. In order to address the entire last mile, we have to expand to incorporating PUDOs, locker systems, drones, robots, and retail solutions to address the problem at its root. Taking a comprehensive approach that modernizes the technological foundation of delivery and manages competitive stakes equally is essential to foster seamless collaboration among all players, from retailers to couriers and e-commerce platforms. 

    We want to break down the barriers of disparate systems and replace them with a unified, modern infrastructure. We want to give all stakeholders the peace of mind of having a neutral balancer to consider competitive stakes fairly.

    In doing that, the delivery industry can unlock its full potential, offering an efficient, eco-friendly, and customer-centric experience for the future. Embracing a new era of technology-driven logistics will meet regulatory demands and transform how we deliver parcels, leaving no stakeholders behind and positively impacting the planet we all share.

    The new age of delivery

    It is time for a delivery revolution. The current state of the delivery industry is no secret – it is rigid, outdated, and incredibly challenging to change. The complexity is mind-boggling with so many stakeholders involved, from retail giants to courier companies and e-commerce platforms, each operating on different systems. No wonder delivery seems close to impossible to improve! 

    But no need to plan your move to Mars to start your self-sustaining space farm just yet, because the solution lies in one powerful idea: unifying and modernizing the technological foundation of delivery.

    Imagine a world where the delivery process is seamless, efficient and a true asset to the planet and customers. Picture a unified system that connects retailers, couriers, and e-commerce services on the same platform, effortlessly sharing data and streamlining operations (while adhering fully to GDPR). No more confusion or delays – just a well-oiled delivery machine working harmoniously.

    The key to this transformation is investing in cutting-edge technology that fosters uniformity and modernity across the delivery landscape and a company able to balance competition. By breaking down the barriers between stakeholders and creating a cohesive platform, including all services, we pave the way for revolutionary change. Collaboration becomes effortless, and information flows like a well-choreographed dance, benefiting everyone involved.

    This technological overhaul is not just a dream; it is the key to unlocking a new era of delivery efficiency, to transform delivery into ecosystem-inspired software solutions, and a key that we at Smartmile are working on daily. More importantly, it is our ticket to becoming a force for positive change in the world.

    A modern, unified delivery system means optimized routes, reduced carbon emissions, and a smaller environmental footprint. It means less waste, fewer missed deliveries, and happier customers. It means having the basis ready to innovate and taking our responsibility to the planet seriously. We have realized we cannot make these changes without designing an ecosystem-inspired software solution encompassing the full last mile. So our roadmap will expand.

    Let’s join forces and embrace the power of modern technology, break free from the constraints of the past, and create a future where delivery is a true asset to us all.  Follow our updates on Linkedin or read our past blog posts to bridge the time!

  • A look Behind the screens.

    A look Behind the screens.

    What happens behind that smooth and functional User Interface?

    We’ve created something new, and you might have to use it.

    And even though you didn’t explicitly ask us to upgrade our system, we still picked up on concerns, feedback and conversations we received. From you, your neighbour or maybe even a family member of yours. We want to ensure that using the Smartmile hubs will be as easy as possible.

    Even though the biggest visible change is our machines’ design and looks, much more has changed. So let’s look at the ‘behind the scenes or actually ‘behind the screens’ since that’s even more accurate. 

    Let’s start with why we felt it was important to change our current User interface. In the years that we’ve existed, we have been improving the front and back end to ensure our systems run conveniently on a day-to-day basis. Last year we made big changes to our back end, and this year, we focused on finalising the front end. You can use the hubs to collect, send or even return your parcels, and couriers use the hubs to deliver or pick up parcels. And we hope to create a pleasant experience for you while using our machines.

    Step 1: “Stop, look & listen” – Donna Summer 

    The User Interface worked and looked okay, but we don’t want to be told ‘you’re looking okay.
    Who doesn’t want to be called stunning and good-looking? That is why we wanted our new User Interface to sweep you off your feet and make you fall in love with us a bit more.

    Secondly, we wanted to listen to you. No matter if that ‘you’ is a consumer, supplier, courier or even a potential future partner or investor. 

    So after launching our previous User Interface, we started to listen to all the given concerns and write down any feedback we received to develop our front-end 2.0. 

    To do so, we had to work as a team. Sounds logical, but have you ever thought about the complete process of optimising a consumer experience? We didn’t just change a few colours and buttons.

    We asked our customer service, the heroes you might have spoken to on the phone or in an email, to give us a clear insight into all the feedback and concerns they have collected over the years.

    This combined gave us a good start, so we could focus on specific aspects and pain points to improve.

    “We’ve received some calls over time concerning the customer journey. Some customers found it unclear what to do when they picked a compartment that was too small and got confused by the interface.” 

    – Laila, our Customer Service queen.

    So in the flow design, we focused on making the interface self-explanatory, keeping instructions minimal and instinctive yet effective. We compared all flows against repeated customer feedback. So step one, optimising flows and simple directions done.

    Step 2: Getting that interface looking and feeling all fly

    This is where our marketing and brand team came in. To make sure that we could improve our current user experience, they designed a new and improved interface that would clear up any potential confusion and put the focus on the task at hand from the user. So they developed a design to make every process as clear as possible. 

    “I wanted to keep the design simple, cutting down any visual clutter. When it comes to flow and experience, we played with instinctive more than directive design. We tested different versions many times in different cultural contexts, supported by the information we received from the users themselves.”

    – Michelle, Head of global Marketing and Brand.

    Apart from even better looks, which we improved on our machines, there is a lot of functionality behind it. To ensure that any consumer or courier has the most efficient User Interface, we designed a clear button that sets the interface apart for couriers and consumers. If you’re a courier, you click on the button for couriers, and you’re on your way to fill in your credentials and start loading the parcels in the machine. 

    Are you a consumer? Just click on the action you want, and the machine will do the rest. Pick up your parcel? Just click the button. Return your package? Click Return. Are you sending a parcel to a new owner? No problem, just click send. 

    Any screen that follows will show you clearly what to do and how to do it. 

    We need our amazing tech team to make this beautiful design usable on our machines. Because looks aren’t the only thing that matter. 

    After finishing the design and incorporating all the collected information, the tech team started to develop design mock-ups to practice. 

    Before I reveal any of our tech secrets, keep in mind that the following paragraphs will contain a lot of technical information. If that is not your cup of tea, feel free to skip to the section with the subtitle ‘Step 4: Showing off a little’ to continue reading about our newest development. 

    Step 3: Nerdy talk…

    For those still with me, welcome to some nerdy talk! 

    Because optimizing and developing a system that has the flexibility to integrate any hardware or future partner into its ecosystem, isn’t built in a day. 

    The tech team has been working on a system that removes most of the machines’ weight. By stripping internal functionalities and abstracting API functions, they took some pressure off the system processes, speeding up the useability of the machines. This way, we can load the next screen faster and easier, offering the user a better experience. 

    Next, we changed the skeleton of all our software to improve our possibilities in the future to optimize the Smartmile machines. With this new skeleton, it will be even easier than it already was to add new initiatives, partners, other hardware manufacturers or even new courier companies to our ecosystem. Not only is this faster for the user, but it’s also a lot smarter behind the screens, abstracting API functions and simplifying the process of adding these new features for our tech team.

    Allowing innovations, green initiatives and even new future tools to be even easier implemented into our systems whenever we need to.

    “Tech will always keep changing; that is also why we need to be ready for any changes in the future.” 

    – Morris, Project manager on the new UI, team tech.

    As Morris already said, we are making sure that we are ready for any future innovation in tech. Connecting drones to our parcel hubs? Click, click, POW! We can integrate it. Do you want us to offer click-and-collect for online and offline stores? We will have the supporting tech ready in no time. 

    Besides that, Morris emphasised that the updates are necessary for overall security. If the software and hardware aren’t up to date, it could become a cybersecurity issue. 

    Our machines are secure because of active support and ensuring all the software is up to date. 

    With the new software, we can show the operator any problem with the machine, no matter where our operator might be on the planet. No matter the location, our team can and will ensure that all operations go as smoothly as manageable/ possible. 

    Step 4: Showing off a little

    What are some other improvements we implemented into the new user interface? 

    One of those is a new favourite from Maarten: 

    “When our machine freezes in the middle of a loading screen, it will reset itself in a minute. This way, the courier doesn’t have to call us to fix it cause the machine fixes itself.” 

    – Maarten, Operations manager NL.

    Maarten is one of our operations geniuses, so this software will make his job easier. Instead of getting a call from a courier that is losing valuable delivery time, the machine will restart itself, ensuring that the courier can quickly continue his job.

    In that valuable time, our customer service unicorns and operational heroes can focus their efforts on other affairs, like helping others out. 

    A few of our unicorns presented our new UI to potential partners, giving them a sneak peek into their possible future partner interface. What they came back with; was many feathers and excitement.

    “They loved our new design, which is easy to follow. Apart from that, they found it very advanced and believed it would be a valued addition to the customer experience.”

    – Seda, Head of Sales.

    As we’re getting closer to entering a new market, it gives us a lot of confidence to hear such positive feedback from, hopefully soon to be, a new partner.

    Altogether, this project was only possible with the hard work of many different departments. We’ve created something beautiful by working together and including all the various departments. Just like we hope to work together even more with other companies, partners and investors to build a brighter future with strong delivery ecosystems.