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INTERNATIONAL PARCELS
Client: Australia Post
Project type: Contextual Inquiries / Service Design
The Challenge
In preparation for its business case to improve its offering to business customers, Australia Post required research to validate suspected pain-points and reveal further insights and opportunities to reduce complexity and better meet business needs
Research approach
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Conducted a mix of contextual inquiries & phone interviews with businesses that spent more than $20K a year sending parcels internationally
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12 x 2-3hr contextual inquiries - onsite locations/warehouses, interviewing various employees and observation of the sending process
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4 x phone interviews
Key learnings
Identified the key priorities of senders - notably around tracking, customs, delivery, reliability, customer service, reporting, lost parcels & support; and key opportunity areas that would provide relief to business customers
My role
Conducted contextual inquiries/phone interviews, note capture, observations. Reviewed synthesised findings, insights & opportunities and Final Report
Impact on the business
Insights & identified opportunities were incorporated into Business Case for presentation to Executive - with initiatives in place for 2017 to address main concerns around tracking, customs information and changes to its Pack n Track product offering