PostNL, the leading mail and parcel delivery company in the Netherlands, serves millions of customers. My role with PostNL involved working with multiple teams, providing design expertise, facilitation and guidance to operate at high speed.
The core goal was to improve customer experience and service efficiency. I was involved in two teams: First the Track&Trace team and then the Chatbot team.
Better experience, lower contact ratio
Our main objective in the Track&Trace team was to lower the customer contact ratio and improve the track & trace page user experience. We discovered that what most customers want to know is, "When will my parcel arrive?". Consequently, we optimized the design to address this need. My tasks included delivering interaction designs for the first version (Minimum Viable Product) of the Belgium and Dutch Track&Trace page. Post-launch, we continued to refine the page, using solution sketching and A/B tests. Our efforts led to an improved customer satisfaction of 6% while reducing contact intentions by 4,9%.
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.
Additionally, in the Chatbot 'Daan' team, I improved conversation interactions through comprehensive mapping, design and prototyping, anchored by user research validation