Zalando has launched a one-off test in Belgium to examine the potential of in-home delivery and in-home pick-up.

The test focused on finding out how customers interacted and responded to this new service, and how comfortable customers were with the idea of a delivery person accessing their home while they weren’t present.

In the first phase of the test, 750 online shoppers were surveyed about their willingness to try the service and how they would feel about receiving a parcel, or having a parcel picked up, while not at home. The study showed that half would feel comfortable trying in-home delivery by Belgian postal service bpost.

Another key finding was that people frequently receiving deliveries - online shopping, food deliveries, etc - at their door are more open to in-home delivery and pick-up services.

In the second phase, participating homes were equipped with a smart lock and doorbell, letting customers remotely open their door and give access to their homes. Customers were asked to order items on Zalando and schedule a delivery with bpost, as well as scheduling pick-ups for items they wanted to return.

On arrival, the bpost courier rings the smart doorbell which is directly connected to the customer’s phone. The customer identifies the bpost courier and remotely unlocks their door via their phone. The delivery is live-streamed so customers can monitor the whole process remotely and interact with the delivery person.

A key finding of the second phase was that 90 per cent of participants said they would continue using the technology even after the test. Zalando stated that once the hardware is installed and people experience the service, convenience wins over concern.

“Testing is deeply embedded in Zalando’s DNA,” said Jan Bartels, vice president for customer fulfilment and logistics at Zalando. “We continuously innovate and rethink our services to offer our customers more flexibility and variety. In-home delivery could be an interesting new option for our service portfolio.”

Back in April, Amazon trialled its Amazon Key feature in the US, which enables delivery drivers to enter a customer’s home to deliver goods inside through keyless entry, remote lock and unlock, and guest access features.

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