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M argaret Alrutz alrutz_at_id.iit.edu Institute of
Design 10 10 01
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a x i o m
Brown paper packages tied up with strings, these
are a few of my favorite things.
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• good mail / bad mail

o b s e r v a t i o n
People sort through good mail and bad mail by
hand.
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• good mail / bad mail imperfect sorting

i n s i g h t
People dont like to sort through junk mail. They
may even discard good mail in their haste to be
done sorting. (technology)
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• good mail / bad mail imperfect sorting
  encryption

c o n c e p t
Mail sorter that scans for friendly or known
mail versus unknown mail. Friends will include
barcode or other code into address. Akin to an
unlisted phone number.
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a x i o m
Return to sender, address unknown.
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• full address

o b s e r v a t i o n
People write name, street, city, state and zip
code in order to designate a location.
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• full address redundancy

i n s i g h t
Address zip is altogether just one big code.
Having to write both is redundant. (marketing)
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full address redundancy

• wrong mail

o b s e r v a t i o n
People often receive the wrong mail delivered to
their address or post box.
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full address redundancy

• wrong mail detail work is error prone

i n s i g h t
The last differentiator for sorting is number and
street. These details are tedious for the mail
carrier to pay attention to. (technology)
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full address redundancy one person-one code

• wrong mail detail work is error prone one
  person-one code

c o n c e p t
Each person gets a single location code. If a
person moves, she only updates her address once
and her code now points to the new
location. Codes are sensed at physical location
to indicate wrong mail.
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a x i o m
A watched pot never boils.
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• waiting is painful

o b s e r v a t i o n
People perceive waiting in line at the post
office to be slow and painful.
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• waiting is painful in and out

i n s i g h t
People should be able to walk in and out for one
or two step transactions. (marketing)
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• waiting is painful in and out

fear of unknown
o b s e r v a t i o n
People dont trust self-serve mailing centers.
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• waiting is painful in and out

fear of unknown postmaster has knowledge
i n s i g h t
Postal worker gives person positive feedback by
accepting package. (cognition)
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• waiting is painful in and out

fear of unknown postmaster has knowledge
fear of unknown byzantium
i n s i g h t
There are too many variables to keep
straight. (cognition)
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• waiting is painful in and out automat

fear of unknown postmaster has knowledge
automat
fear of unknown byzantium automat
c o n c e p t
Self-serve mail center with feedback that lets
the customer feel their package has been
inspected and accepted.
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If your carry on doesn't fit in this box, we'll
be happy to check it for you.
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tiered pricing
o b s e r v a t i o n
Pricing changes at specified levels of parcel
size, weight, destination, etc.
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tiered pricing cut off point
i n s i g h t
Customers have no idea what the cut off points
are for different price levels. (cognition)
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tiered pricing cut off point

• tiered pricing decision process

i n s i g h t
Knowing what the requirements are for the
different price levels will affect my decision
making about preparing my parcel. (cognition)
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tiered pricing cut off point template

• tiered pricing decision process template

c o n c e p t
Parcels can be placed in a template box to see a
3D display of the parcel relative to the nearest
max and min guide parcels.
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Can I see that again in a different way?
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