Australia Post —
Australia Post is a big beast, with many separate departments, business units and priorities.
However, their customers don't see or care about this; they see an organisation hoping to help solve their problem. They want this with certainty and assurance and want it done with minimal effort and without compromise.
While working with and supporting cross-functional teams across the Enterprise, we would approach these challenges with two objectives; clearly understanding the opportunity and ensuring that we've delivered the ideal experience for the customer.
This approach would include Insight Gathering, Conceptual Designs, Strategic Design, Journey Mapping, Prototyping and Usability Testing. Applying these methods would allow us to create the ideal result; deliver experiences that met the high expectations of the Australia Post's customers while providing material benefits back to the business.
Consumer-facing tracking platform providing parcel control and flexibility to over 9.6m customers.
With the full product range available, conversion is on an average of 3-5% higher than the industry baseline.
Supporting over 3600 retail outlets
Processing 1.3m parcels monthly