PostNL is the biggest mail & parcel delivery company in the Netherlands. I worked with two teams, actively designing, facilitating & guiding them to operate at high speed.
Improving the track&trace page for a better experience and a lower customer contact ratio.
During a Design Sprint, we found out that the most important thing people want to know is 'when does my parcel arrive'. So we optimised the design for this. My work was delivering interaction designs for the new version (Minimum Viable Product) of the Belgium and Dutch Track&Trace page. After going live, we did solution sketching and created design concepts to keep improving the Track&Trace page with A/B tests. We managed to make customers happier, whilst lowering the amount of calls to the customer service desk.
While browsing some old design files, I found this gem that I want to share. I've created this animated prototype, visualising an idea to make waiting for your parcel more fun.
Chatbot 'Daan' team
My work: Mapping, designing and prototyping for Customer Service team to improve conversation interactions with chatbot called 'Daan'. Validated this prototype in user interviews.