Opportunities to improve the user experience of package delivery services in Northern Finland through AI (Siri)

Mari Suoheimo, Özge Raudanjoki, Caoimhe Beaulé, Aulikki Laitinen-Tolonen

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This short paper studies how package delivery could be assisted by AI. Three user journey’s were performed to understand the pain points and the opportunities related. The mapped journey’s reveal how Siri is currently limited and still not able to do interaction with humans as humans interact with each other (Saad, 2017). It is able to do just simple commands and struggles with more complex issues as making the transactions or interacting with an online website. The study confirms the Bellagarda’s (2013) statements how AI could assist in three domains as interlinking the user's personal information, integration of the virtual assistant (Siri) with across domains and be capable of doing transactions. Siri has great potential in improving package delivery service as through linking the online calendar of the client with of the service. It could take the role of a secretary. The participants were all located at the northern part of Finland.
Original languageEnglish
Title of host publicationDesign revolutions
Subtitle of host publicationIASDR 2019 Conference Proceedings. Volume 4: Learning, Technology, Thinking
EditorsMartyn Evans, Annie Shaw, Jea Hoo Na
PublisherManchester Metropolitan University
ISBN (Electronic)978-1-910029-62-6
Publication statusPublished - Sept 2019
MoEC publication typeA4 Article in a conference publication
EventIASDR WORLD CONFERENCE ON DESIGN RESEARCH: design revolutions - Manchester, United Kingdom
Duration: 2 Sept 20195 Sept 2019
Conference number: 2019


Country/TerritoryUnited Kingdom


  • User Experience
  • Service Design
  • Customer Journey
  • Siri & Artificial Intelligence
  • Delivery Services
  • Remoteness

Field of science

  • Visual arts and design


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