InPost logo in navy blue.

New service design to double the number of parcels sent.

A parcel drop-off terminal with a yellow and white design, featuring instructions to send, return, or collect packages, and a slot for scanning parcels. The terminal displays the website 'inpost.co.uk' and a contact number, with a small scree for interaction.
A smartphone screen displaying a parcel sending app with options to send to a locker or shop or a home address, with size options, and a yellow continue button.
Screenshot of a mobile app showing locker availability at a BP gas station, with a map and options to select locker sizes and get directions.
Parcel kiosk screen displaying 'Compartment door closed' message with options and a green status indicator.
Smartphone screen displaying an app interface titled "Track with a tap" with large yellow text and a pixelated location pin and parcel icon. The screen also shows a skip option in the top right corner, a description underneath, and a next button at the bottom.
A brown cardboard box with courier labels and barcodes, held by a person's hand, outdoors on a paved surface.
Photo of a metal shopping cart filled with packages, inside a store with large windows, some packages are on the floor, while others are on the cart shelves.
An InPost parcel delivery notification with a yellow header saying "It's on the road" and a black "Track my parcel" button, indicating the parcel is on the way to a destination in Leeds.

  • Expert Analysis

  • Customer Research

  • C-Suite Engagement

  • Service Design

  • Competitor Analysis

SERVICES

RESULTS

x2

delivered parcels

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.

More from us

A Customer Experience transformation to challenge the challengers.

Customer-first digital transformation for Vietnamese SMEs.

Let’s talk