InPost
Experience Diagnosis of a new service offering
The challenge
InPost aim to provide a smarter, more convenient way to send and receive parcels. With the launch of the ability to send a parcel via their app, they wanted to ensure they provided an exceptional experience for day one.
What we did
An expert analysis of the journey from app download to a parcel delivery highlighted some key areas of improvement. These included communication of delivery estimates, managing expectations of locker availability, and better promotion of what 'Print-free' actually means. In total, we were able to provide nearly 30 specific recommendations covering everything from app design, physical lockers and communication channels.
The results
InPost have achieved a doubling of delivered parcels via their service to 93.2 million parcels.
WHAT TO DO NEXT?