The rapid growth of e-commerce has increased the demand for efficient last-mile delivery solutions. While homedelivery remains common, self-collection options like parcel lockers and Pick-Up and Drop-Off (PUDO) pointsoffer cost-effective and flexible alternatives. However, challenges such as accessibility, waiting times, and userexperience impact their adoption.This study examines the user experience of e-commerce consumers in Sweden, focusing on digital serviceintegration, convenience, and efficiency in self-collection services. Using a mixed-methods approach, data willbe collected through surveys, interviews, and observational studies to identify key pain points and opportunitiesfor improvement. The research aims to bridge the gap between consumer expectations and service capabilitiesby analyzing the role of digital innovations like smart lockers and mobile applications. The findings will providevaluable insights for e-commerce companies, logistics providers, and policymakers, contributing to thedevelopment of more user-friendly, efficient, and sustainable last-mile delivery solutions.