With the rise of packages sent to customers and online shopping becoming more popular, the user experience of package tracking is becoming more important. This thesis addresses the lack of theory in Service Design, and therefore the research starts investigating tracking and flexibility in a broader context to create a theoretical framework which can be operationalised to make the terms and concepts of flexibility relevant for Service Design. The study has in total of 151 participants, involved in qualitative and quantitative methods. Investigating how each respective field explains and understand flexibility, a first revision of the framework is presented based on initial studies covering the basic services and issues of tracking at the Norwegian Post. Following the first revision of the theoretical framework, the touchpoints of receiving a package are mapped out in the process of physical prototyping, quantitative surveys and qualitative workshops with end-users and expert users. The understanding and empirical data from the mapping is used to create an operationalised understanding of the theoretical framework by conceptualising flexibility in a tracking app and then surveying them with end-users and interviews with domain experts. This operationalisation leads to a revised framework and relations model, where its importance, functionality and credibility is anchored in a discussion – explaining how the framework can be used as a tool to analyse the understanding of flexibility in similar contexts.