A client from the electric scooter service and sales industry approached us with a specific challenge: how to secure the product after repair in a way that is both visually appealing, repeatable, and aligned with end-customer expectations.
Unlike standard shipments of new products, the key requirement here was to recreate a packaging quality comparable to the original manufacturer’s packaging. This is not always straightforward, especially when scooters arrive at the service center in varying states of protection.
Starting point
The client used two packaging solutions:
- a combination of polystyrene and foam, which provided protection but lacked visual appeal and consistency;
- cardboard used as a separating and stabilizing material inside the carton.
- low aesthetic quality after unboxing – especially when using mixed materials;
- difficulty in replicating the “factory” packaging method;
- limited material durability, as some components were not suitable for repeated use.
An additional challenge was that scooters arriving at the service center from customers were often packed randomly—without proper protection. This meant that after repair, the client not only wanted to secure the product, but actually raise the packaging standard compared to the condition in which the scooter had originally arrived.
Our approach
Instead of starting with the material, we began by asking, what should the ideal packaging for such a scooter look like?
In the first stage, we analyzed:
- the structure of the scooters and their vulnerable points (handlebars, displays, painted components);
- the packaging methods used by manufacturers;
- the logistics of the post-repair packaging process.
It was important to design a solution that:
- is tailored to a specific scooter model;
- simplifies and standardizes the packaging process;
- improves the aesthetics and the overall customer perception of the product;
- enables repeated use of the packaging in the service process.
Therefore, we ultimately proposed PE foam inserts, which both protect the product and streamline the entire process.
Implemented solution
- precisely fit the scooter’s structure, stabilizing it within the carton;
- no cutting or manual fitting is required,
- eliminate the need for additional cardboard interlayers,
- are aesthetically consistent and visually aligned with original factory packaging,
- are aesthetically consistent and visually aligned with original factory packaging,
- do not generate dust or crumble like polystyrene,
As a result, a single solution replaced two previous packaging systems.
Results after implementation
Interestingly, the change was not significant from a technological standpoint, but it had a noticeable operational impact. After implementing PE foam inserts, the client observed clear improvements in several areas:
- standardization of the packaging process – each scooter is secured in the same way, which reduces preparation time and makes the packing process easier,
- improved aesthetics – the packaging looks professional and “factory-like”,
- improved transport safety thanks to better material fit,
- the ability to reuse the inserts multiple times, reducing costs in the long term,
- improved end-customer experience when receiving the repaired product.
But these were not the only benefits. The client not only solved the packaging challenge but also elevated their service standard, standing out from the competition. The end user received the scooter packaged as if it had just come out of the factory—something that carries significant value in the service industry.
Summary
This case shows that in the service industry, packaging is not just about product protection—it is also a key element of the customer experience. PE foam inserts not only helped organize the logistics process, but also made it possible to replicate the packaging quality known from new products.
As a result, packaging became an integral part of the service offering, directly influencing its perceived quality and professionalism.
We can help you and optimize the packaging process in your company
Make an appointment with our advisor
A marketing manager and content enthusiast passionate about creating materials that bring real value to the audience. She explores the world of packaging through the lens of actual customer challenges, drawing insights from conversations with business owners, buyers, and warehouse staff alike. Outside of work, she’s a fan of non-fiction books and gravel biking.
