Culture of Delivery Systems


WHEN | Spring 2016 - 10 Weeks.
FOR | SCAD Methods of Contextual Research.
WHAT | We inmerse ourselves in the culture of delivery systems in Savannah, gathered data and came up with the ideas to better this service.
ROLE | Design Researcher & Graphic Designer.
CONTRIBUTIONS |  Conducted secondary research, developed interview questions, conducted interviews and observations, co-created and designed cultural probes, data affinitazitation, persona creation, co-ideation & concept development, created presentations templates and design, lead process book design and created final presentation event material.

For the final process book click here


our project

As the world moves towards making life easier for all of us and having things available 24/7. We were curious about the process, opportunities and people who make it happen. After moving to Savannah we realized there are many issues with home deliveries, from personal experiences or people close to us. We also realized a lack of availability or knowledge of on demand services in Savannah which are booming across the U.S.

My packages were left on the street & in the back alley of my building. Also, a few got stolen.
— Katie

secondary research

We conducted secondary research, looked at major players such as FedEx, UPS, USPS, DHL and other services from around the world. Then we started looking into the local culture of Savannah, key information and facts, existing services and businesses, and major contributors. We use different modes from 101 Design methods by Vijay Kumar, to make sense of the all the data we where collecting.


PRIMARY research

Now it was time for us to get out into the field and get to know people. Knowing people is about gaining empathic understanding of people’s thoughts, feelings and needs by listening, observing, interacting and analyzing. We conducted several observations, two iterations of cultures probes, an online survey, and twenty-one interviews with different stakeholders. We gathered a huge amount of data from these interventions and thats when our data analysis began.



After we collected all our data, we had huge amount of information. We looked for emerging themes underlying in the responses collected through secondary research and primary research. As a team we began our affinitization process by writing all our data into yellow post-its. We started with +700 data points, once we finished the process we ended up with 8 greens post-its that where our key insights. This was the final and most vital step of our research.


final event

After the 10 weeks, we presented our journey, insights and final offerings to several stakeholders. We created a delivery systems museum, converting a U-Haul truck into a shared experience of our process.


2018© Maria Theron  |  All rights reserved, please do not reproduce without consent.