As China’s e-commerce has entered an “Internet+” era in recent years, the number of express parcels on college campuses has been soaring exponentially. However, delivery service is not allowed on many campuses, leading to a missing “last mile”. Taking Beijing City University as an example, this study studies and analyses the degree of satisfaction of users about picking up and shipping parcels on the campus by means of field survey, questionnaire survey and in-depth interview. The demands on the missing “last-mile” delivery service on the campus are also studied by using the empathy map as one of the service design methods and are then categorized using the Kano model. The contact points of the on-campus delivery service are analysed and a user journey graph is produced on this basis. Then, a campus mutual-aid delivery service is optimally designed, leading to a final service blueprint. A campus intelligent mutual-aid service platform is also planned, featuring the delivery service as its main function so as to address the missing “last-mile” delivery service issue. Students are considered as the basic users of this service. Background data analysis offers suggestions on how to accurately mate students who would like to ship or pick up a parcel, which effectively integrates the resources and needs and sends them to mobile clients, thus integrating users, Internet of Things and the Internet and virtually landing the service design concept.
Compared to traditional delivery processes, this intelligent mutual-aid service is more stable, efficient and convenient. It also features high availability and extensibility. The data searching algorithm accurately matches users while making full use of their overlapping time. This service enhances the efficiency of on-campus delivery services and promotes the transition from a traditional digital campus to a mutual-aid intelligent one.
The landing of this mutual-aid platform significantly improves the efficiency of delivery services on the campus and makes it standardized, alleviating the chaotic situation to a large extent. In addition, the platform also streamlines the on-campus delivery procedure. In the meantime, it can help develop an initiative in students and enhance their practical ability, therefore promoting the innovative development of this service and formulating a harmonious campus featuring mutual aid.
