PostNL Chat

For background information on PostNL and the vision for service, refer to the PostNL Service project.

The project

Alongside my work improving the ‘Service & Contact’ section, I was responsible for optimizing the chat window functionality and streamlining the path to contact. Initially, the chat feature was embedded in-page, which caused scrolling issues on desktop and made it nearly unusable on mobile devices. Beyond technical fixes, we needed to address the broader question: what would the user truly need from this function?

User Insights

Our user research revealed that customers prefer to choose from multiple contact options, wanting more control over how they engage with PostNL. Offering flexibility allows users to select a contact method that best suits their preferences, leading to a better overall experience. Additionally, easy access to contact information was a critical factor for users. Many expressed frustration with the difficulty of finding a phone number or contact details, which reinforced the need for clearer, more straightforward options.

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One user remarked, “It often feels like companies, not just PostNL, make it harder to find contact details. It’s really frustrating." This insight highlighted the importance of making contact methods easily accessible and transparent.

The Solution

We addressed both the technical issues with the chat window and the presentation of contact options. By introducing new contact elements, users can now choose their preferred contact method while PostNL guides them to the appropriate channel using unique selling points and estimated wait times. This approach improved customer satisfaction without increasing call volume or costs, offering a balance between user experience and operational efficiency.

Iteration

Our iterative approach to enhancing the chat function led to several new features, such as recognizing users and their associated packages, offering language settings, saving conversations, and initiating automatic surveys. These additions made the chat more personalized and efficient, improving both customer experience and the quality of feedback gathered for further improvements.

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Through these efforts, we continue to prioritize delivering a high-quality, user-friendly service that meets our customers’ needs while supporting business goals.