How in cooperation with DHL we increased process conversion by over 70%

DHL was faced with the challenge of optimising the parcel shipment process for customers with no contract. The main objective was to optimise the process and become more sales-oriented.

An additional challenge was to properly manage the product offering for the parcel (also within value-added services),and to make it understandable for the customer.

The project needed a partner who would assess it objectively and optimise it for the customer experience. A partner who would remodel the business line and develop it together with the client.

What we did

Design thinking (in 2014)
Analytics (GA and others)
Benchmarking of solutions
Meetings with stakeholders
Creative workshops
UX Design
UI Design
Implementation care
Optimisation and development

Results of cooperation

70%

sales conversion on the website

Significant increase in the share of sales for the business line

Unification and better management of the product offer

High business efficiency for the company's new products and services

See our achievements

Low entry threshold

To make it easy to send parcels quickly, we included the main data required for sending on the landing page. On the one hand, users can quickly set up the shipment, on the other hand, they are not overwhelmed by a complicated configurator at the start.

Dialogue and interactivity

In order to increase user engagement, we opted for a dialogue approach divided into three steps. The first steps facilitate quick decisions thanks to their interactivity and simplicity.

Transparency of the offer

Based on the package data, the user is offered additional products and services with a clear and transparent overview.

Ergonomics and communication

Some of the steps on the form, which are more complicated, have been designed with the highest ergonomics in mind. This is reflected in the composition and design of the fields.

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