P—02
Parcel Delivery Mental Model
Understanding delivery-partner behaviour, task switching, parcel sorting, and the cognitive demands of last-mile delivery.
- Type
- Behavioural research
- Themes
- Research, Interaction Design
01
Context
Last-mile delivery looks like a simple loop — pick up, ride, drop off. Up close it is a dense sequence of decisions made under time pressure: which parcel next, where it is in the bag, which app screen to tap, what to do when an address is unclear.
This project studies how delivery partners hold that work in their heads: how they sort parcels, switch between tasks, and build their own systems on top of the official ones.
02
The central question
What does a delivery partner have to remember that the system never shows them?
03
What the research set out to understand
Sorting
How parcels are organised before and during a route.
Task switching
How attention moves between riding, the app, the customer and the parcel.
Cognitive demand
Where memory, judgement and attention are stretched the most.
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Eco Quest