Spike Durian is still in its early chapters. To truly understand our customers' journey, my co-founders and I decided to step away from our desks and handle the deliveries ourselves. We wanted to see, firsthand, what happens from the moment a box leaves our hands to the moment it reaches yours.
Since it was the December holidays, I brought my 14-year-old daughter, Sam, along for the ride. Sam is a high-functioning autistic teenager, and I thought this would be a meaningful way for her to see how the world of eCommerce actually works.
As it turns out, the "real world" had quite a few lessons in store for us.
The Maze of the City
Even with Waze guiding us, the logistics were grueling. We hit wrong turns in unfamiliar neighborhoods and faced the constant, mounting frustration of finding parking near delivery points.
Sam’s first delivery was a literal "jump in the deep end." We pulled up to a house where the main door was open, but the grill gate was locked. As she stepped up and shouted, “Durian delivery!”, a large dog suddenly lunged at the gate, barking furiously. Startled, Sam fled back to the car. It was a visceral reaction, and understandably, she wasn't too keen on stepping out for the next few stops.
Later, we found ourselves in an HDB estate where 12 blocks looked identical—183A, 183B, 183C, and so on. Despite the signage, it felt like being trapped in a concrete whirlwind. We were walking in circles until a group of Malay teenagers at a wedding void deck noticed our confusion. One of them kindly walked us all the way to the correct block. It was a beautiful reminder of the "Kampung Spirit" that still exists in Singapore.
The Physical Toll
By the 6th stop of 14, the heat was winning. No matter how much water we drank, the thirst felt endless. Yet, we found ourselves rationing our sips, fearful that needing a restroom break would throw our entire schedule off-track.
At our final location, we encountered an elderly man pushing a massive cart overflowing with at least 100 eCommerce parcels. I asked him how long it would take to finish.
"About two hours for this one block," he said calmly. He had three more blocks to go before his day was done.
More Than Just a Delivery
While we learned a lot about packaging durability and temperature control during these runs, the most profound lesson was one of empathy.
Being a courier is a relentless cycle of traversing the island, ringing doorbells, and praying someone is home. Every missed delivery isn't just a logistical hiccup; it’s an added cost and a physical drain on the person behind the wheel.
@spikes.durian Day 1 wrapped. And honestly? Nothing like what I expected. #durians #mswdurian #spikedurian
Sharing my day doing deliveries on day 1
My takeaway is simple: Give respect to the people who bring the world to your doorstep.
Now, when a courier arrives at my home, I make it a point to offer a cold bottle of water or a soft drink. It’s a small gesture, but after walking in their shoes, I know just how much that smile and that bit of kindness can change a difficult day.
Let’s all be a little kinder to our delivery heroes.
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