Indranil Ghoshal
All prototypes

Pick-Up Point Delivery

A next-day last mile flow where the customer trades doorstep delivery for a nearby PUDO point — cheaper per drop, higher first-attempt success, and a firm next-day promise.

Problem we are solving

Home delivery is the default last-mile option for most markets, but it fails a meaningful segment of customers. In Scandinavia and similar regions, many shoppers actively prefer collecting parcels from a convenient pick-up point rather than waiting at home. For others, first-attempt delivery fails simply because they are not available during standard drop windows. Forcing every customer into a home-delivery flow creates missed deliveries, redelivery costs, poor customer experience, and lower conversion. We need a delivery-mode selection experience that respects market norms, customer preference, and availability — defaulting to the right option for each context.

Use cases

  • Market-driven default — Scandinavian preferenceA customer in Sweden, Norway, Denmark, or Finland checks out. The market default is set to “pick-up point” because local behavior strongly favors PUDO networks. The checkout presents nearby points, distance, and next-day availability without the customer needing to opt in manually.
  • Failed home delivery due to absenceA customer in any market is rarely home during daytime delivery windows. They can choose a pick-up point as a one-time override, or save it as their profile preference. The system routes the parcel to a secure location with extended opening hours, avoiding a failed first attempt.
  • Explicit customer preference overrideA customer has set “pick-up point” as their preferred delivery mode in their profile. At checkout, PUDO is pre-selected regardless of the market default. Conversely, a customer who prefers home delivery can override a PUDO-default market and keep home delivery.
  • Fallback when home delivery is unavailableA selected address is outside the courier’s home-delivery coverage, or the carrier cannot guarantee next-day home delivery. The system automatically surfaces pick-up points that can still meet the next-day promise.

KPIs to track

Adoption
  • PUDO share of checkout
  • Market-default acceptance rate
  • Profile preference saves
  • Override rate
Operational efficiency
  • First-attempt success rate
  • Cost per delivery
  • Redelivery rate
  • Average delivery time to customer
Customer experience
  • NPS / CSAT by delivery mode
  • Delivery-related support tickets
  • Pick-up point rating usage
  • Cut-off clarity / next-day booking success
Business & CLV impact
  • Repeat purchase rate by mode
  • Average order value by mode
  • Churn rate after failed vs. successful delivery
  • Customer lifetime value by preferred mode

0. Customer profile & market default

Resolution order: manual override → customer profile preference → market default → home delivery.

Mature PUDO market, pick-up point is the market default

Resolved: Pick-up point(Market default for Poland — Warsaw)

1. Choose a delivery address

Pick-up points are searched around the address selected below.

2. Pick-up points near Home (560103)

Prototype only — pick-up points, capacity and slots are simulated data.