Project
Redesign the track & trace environment to improve the user experience and reduce customer service calls
Deliverables
Concept design

Prototype
Interaction design
User interface design
Role
UX/UI designer
Research
Why do receivers call PostNL’s customer service in relation to track & trace?
Customers expect customer service that they themselves do not have. 88% of callers who looked online before their call see the same answer online when they got it from the customer service representative on the phone.
General numbers
6 months of customer service calls
602.500
calls in total
69.500
hours in total
7
minutes per call
Call reasons national shipments
50%
300.135
When will my shipment arrive?
13%
300.135
I have a complaint about the delivery
9%
300.135
Where can I find the status of my shipment?
2.1%
300.135
Change delivery time or delivery address
Goal redesign
How can we ensure that both the recipient and the sender gain optimum insight and control over their shipment?
Solve big problems and test new ideas in five days
The groundwork for a redesign was layed during two Google Design Sprints.
Concept designs
8 new concepts were tested on the last day of the design sprint. 4 concepts were received as an improved, with the other 4 we had to go back to the drawing table.
Handover to scrum team
After the designs sprints the scrum team took over the tested concepts and added them in the form of stories to the backlog, ready for more the final design phase and ultimately development phase.
Delivery phases journey
We described all phases of the shipment in a journey, consisting out of the PostNL scan codes, timeframe present/absent, reroute possible/impossible and the relevent customer service questions.
Page building blocks
Information architecture Track & Trace page
Final design
The renewed track & trace page with its improved look and feel, information architecture and features
Bringing key information and functionalities to the primary part of the page
Closing the user journey
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