Skip the Line: How UPS’s Self-Service Kiosks Are Revolutionizing Amazon Returns (2024)

TL;DR: Diving into the world of UPS Self-Service Kiosks for Amazon returns, I discovered a convenient, streamlined process designed to enhance customer experience. With an initial LinkedIn poll revealing a strong preference for UPS due to its convenience, I explored the kiosk’s 5-step return process: scanning a QR code, printing a label, packaging the item, attaching the label, and dropping it off. Despite its efficiency, challenges such as navigating the technology, packaging difficulties, and dealing with full drop-boxes were noted. Key insights included the need for clearer navigation, more packaging options, reliable technology, and immediate feedback mechanisms to further improve the user experience. An encounter with an elderly user highlighted the mixed feelings about technology’s role in simplifying processes, accentuating the importance of accessible design for all users.

I asked my LinkedIn connections if they had previously used UPS to return their Amazon purchases.

25 connections responded to my poll.

21 respondents said they had used UPS to return their Amazon purchases. (84%)

I spoke to a few to understand why they preferred UPS over other options. Here’s what a respondent said:

“My local UPS Store, just around the corner from my apartment, is my go-to for returns due to its convenience. While Amazon suggests alternatives like Whole Foods, UPS is easier for me. However, it’s a small store without a label-printing machine, so I usually wait in line for my turn.”

So, this month, I experienced a new adventure at the UPS Store — utilizing their Self-Service Kiosks for an Amazon return, a first for me. Having returned numerous items to Amazon via UPS due to its convenience and proximity, I was accustomed to the routine of waiting for a representative to assist with my returns.

However, this visit introduced me to a game-changer: the self-service kiosks.

Designed to streamline the return process, these kiosks offer a fast and efficient way to handle your Amazon returns by simply:

1. Scanning your return QR code
2. Printing out your label
3. Packaging your item
4. Attaching your label
5. Dropping it off

This innovation not only speeds up the process for customers but also allows UPS representatives to dedicate more time to assisting non-Amazon customers, enhancing the overall service experience.

1. Initiate: Start by selecting the item you wish to return on the Amazon app or website, generating a QR code for the return.
   User Mental Model: Users expect an intuitive, error-proof way to select and confirm the item they wish to return, akin to the simplicity of online shopping.
   Challenge: Identifying the correct item and initiating a return can be a complex decision-making process, especially when multiple items or orders are involved.
2. Scan: At the kiosk, scan the QR code displayed on your smartphone. This step links your return to the specific transaction in the system.
   User Mental Model: Users anticipate a scan process similar to mobile payment systems — quick, effortless, and with immediate feedback on the scanning success.
   Challenge: Users often struggle with locating the QR code in their email or app and aligning it correctly with the scanner.
3. Print: Once scanned, the kiosk automatically prints out the return label. This label is essential for tracking and processing your return.
   User Mental Model: Users expect a seamless, almost magical experience where technology works flawlessly, reminiscent of successful interactions with modern ATMs or check-in kiosks.
   Highlight: The immediate printing of the label after scanning is both gratifying and reinforces the sense of moving forward in the return process.
4. Pack: Securely package your return item. If you haven’t done so already, some basic packaging materials may be available at the kiosk.
   User Mental Model: Users may expect a one-stop solution, similar to postal or courier services where materials and assistance are readily available for various types of returns.
   Challenge: Finding appropriate packaging can be frustrating due to limited options available at the kiosk. Additionally, users may not be prepared or may have items that don’t fit standard packaging.
5. Label: Attach the printed label to your package. Ensure it’s firmly adhered and the barcode is visible and unobstructed.
   User Mental Model: Users might anticipate this stage to be as straightforward as applying a sticker, underestimating the precision required to align and secure the label, especially when using it to seal the package.
   Challenge: Dealing with flimsy packing materials and ensuring the label adheres properly and securely can be a meticulous and sometimes challenging task.
6. Drop: Finally, deposit your packaged and labeled item into the drop-box. If the box is full or your item is too large, assistance may be required at the counter.
   User Mental Model: Users expect the drop-off to be as simple as dropping a letter into a mailbox — quick, with an assurance of security and successful delivery.
   Challenge: Encountering a small or overflowing drop-box can lead to confusion and the need to interact with staff, undermining the self-service concept.

I was able to speak to an elderly person who had used the kiosk after me. She said,

“I thought technology was supposed to make things easier, but standing here trying to scan this tiny code and then figure out how to get this label on the package right — it all feels a bit overwhelming.”

Some of my hypotheses:

Navigation and Signage: Clear, intuitive signage at each step can mitigate confusion and guide users through the process.

Packaging Solutions: Offering a range of packaging options for various product sizes and types could enhance user satisfaction.

Technical Reliability: Ensuring the reliability of scanners and printers is critical. Users expect technology to work without hiccups, reflecting their experiences with reliable consumer electronics.

Feedback Mechanism: Providing immediate, visual or auditory feedback during the scan and drop stages could reassure users that they’ve successfully completed the steps.