PostNL
Service & Contact
Redesign of the ‘Service & Contact’ section, focusing on improving the user experience through detailed research and customer journey mapping. This resulted in a more intuitive website, a significant increase in customer satisfaction, and reduced contact with customer service. I also worked on refining PostNL’s Service in the app, ensuring a more personalized and efficient user experience.
Background
PostNL is a leading postal and logistics company operating in the Netherlands, Belgium, and Germany. Originally part of the national postal service, PostNL has evolved into a provider of comprehensive mail, parcel, and e-commerce solutions, employing over 38,000 people and headquartered in The Hague.
The project
As a UX designer, my main responsibility was to enhance the 'Service & Contact' section of PostNL's website. The key to success was understanding user needs and applying a structured approach to improve the overall user experience.
Vision
In collaboration with colleagues, I helped shape the vision for our service approach. At PostNL, we aim to deliver a personal and efficient service, accessible to all users, regardless of their background or location. Our vision is grounded in key principles: being there for users wherever they are, offering inclusive and effective services, and understanding individual needs to provide tailored solutions.
User Research
Working closely with the business analyst, I gathered user data through tools like heat maps, scroll maps, and Adobe Analytics. We conducted interviews, surveys, and analyzed user behavior to identify pain points. Based on these insights, I created a detailed customer journey map to visualize the current process and highlight areas for improvement.
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Using this data, I developed a new customer journey that addressed the pain points and created a more intuitive experience. I restructured the website’s navigation and validated the changes through Treejack testing to ensure optimal usability.
Validation
As a UX designer, my main responsibility was to enhance the 'Service & Contact' section of PostNL's website. The key to success was understanding user needs and applying a structured approach to improve the overall user experience.
Service in the app
In collaboration with colleagues, I helped shape the vision for our service approach. At PostNL, we aim to deliver a personal and efficient service, accessible to all users, regardless of their background or location. Our vision is grounded in key principles: being there for users wherever they are, offering inclusive and effective services, and understanding individual needs to provide tailored solutions.
We have simplified and enhanced the Service and Contact page to provide a better user experience.
An analysis of the old Service & Contact pages with analyze user data, such as heat and scroll maps, feedback and Adobe web analystics.
An example of a single task during the treejack test to validate the new navigation structure of the Service page.
Examples of renew service options in the PostNL app.