As a UX consultancy in Japan, our e-commerce clients often ask about the expectations Japanese users have towards the delivery of products that they purchase online. Japan has arguably the world's most convenient and efficient delivery system, with multiple courier companies offering a seamless delivery user experience to customers. In this article, we explore some features of Japanese delivery services that create a great user experience and result in high expectations for online shopping deliveries.
1 - Checkout - Choosing a Delivery Date & Time
Most shopping websites in Japan allow users to select a specific date and timeframe for delivery at checkout, as shown in the image above.
This is because the major delivery services Yamato Transport, Sagawa and Japan Post allow users to request delivery during specific time windows on a specific date. This creates a great user experience for users, as it removes the common complaint in many countries of having to stay at home all day waiting for a delivery.
Even in cases where it is not possible to select a delivery date/time at checkout, Yamato Transport and Sagawa will send LINE or email notifications to users once the package is shipped, allowing them to request a delivery date/time after purchase.
What's more, if a user misses the delivery, they can request same-day redelivery up until 7pm. This service is available 365 days a year, including weekends and public holidays.
2 - After Checkout - Tracking & Notifications
Many online shoppers in Japan have the courier Yamato Transport's LINE account, which allows them to receive notifications about their deliveries, and make changes to delivery times from their smartphone.
Users are automatically sent a notification when a package with their details has entered their system, and can use a chatbot to ask details about the status of the delivery, the expected delivery date and even request a new delivery date or location.
3 - Delivery
In-Person Delivery
The norm for courier delivery Japan is in-person delivery. Unlike in many countries, where couriers will deliver to a central mail room for an apartment building or office, in Japan drivers tend to deliver packages personally to each recipient. Even those living in high rise apartment buildings can expect the driver to travel up the elevator to bring the package to their door.
While extremely convenient, this puts a strain on delivery drivers, who need to spend hours delivering packages in large apartment complexes. Those living in high-rise buildings often use Amazon and online supermarkets to buy heavy items like bottled water, so that the delivery driver carries it to their door.
Contactless Delivery
While contactless delivery was relatively unheard of in Japan before COVID, since COVID a desire for new delivery options has resulted in couriers offering new services where packages can be left in various places around a users home or apartment. Not only is this convenient for users as they are no longer required to be at home to receive the package, but it has drastically reduced the number of redeliveries that delivery drivers are required to make.
Yamato's new contactless delivery service allows users to request a specific location for packages to be left, including inside a bicycle basket, or inside a gas meter box. The driver takes a photo of the package once it is delivered, which is sent to the user to prove that delivery took place.
Our research has found that users now use contactless delivery for small items, but still request that large or heavy items are delivered in person. Additionally, some apartment buildings have banned contactless delivery, due to resident concerns that it is unsafe and can create obstacles in public hallways.
Package Lockers
Most new apartment complexes in Japan have a wall of package lockers on the first floor, allowing residents to receive packages securely when they are not at home. The systems are usually connected to the intercom system, allowing residents to hear a special beep when they swipe their keycard to enter the building, letting them know they have a package waiting for them. There is also a notification shown on the intercom in the apartment.
4 - Returns
When a user wants to return an item, depending on the return policy of the online shop, they can simply open the Yamato Transport LINE chat and request that the courier comes to their home to pick up the package.
They enter the return address details, and can either pay for shipping themselves, or request that the recipient pay for postage for damaged/incorrect items. The courier then comes at the designated time to collect the package and prints out a label with the information that the user has entered.
Overall, Japan has an extremely convenient delivery system, which means that users have high expectations for delivery when making purchases online. We offer UX research and localization for global e-commerce companies in Japan to ensure that your checkout and delivery experience meets Japanese user expectations. Read more at our Japan UX Research page.
