Customer Care Tool for PostNL

A few screens and an illustration from my graduation project for PostNL I worked on last summer :)

For this graduation project, I mainly focused on user research because it's something I've been wanting to dive into a bit deeper than usual. I explored possibilities to positively enhance the experience of the package delivery service by PostNL, during a neighbor delivery. It's the delivery method with the lowest customer satisfaction.

With the help of the Peak End Rule method, I conducted research to find out which moments in the customer journey present an opportunity for an intervention to increase the experience of the package receivers. The diverse group of package receivers seemed to share in one need; being able to easily pass on problems that occur at the time that they need it.

The eventual product, named Share & Care is an extension of the current journey, which seems to end rather abruptly for package receivers. By inquiring about the status and experience of the package delivery through an interactive form, the user is given a chance to share their frustrations they’re wanting to express, with PostNL. Aside from that, they go through en entire flow to solve the problem when possible. By adding the Share & Care tool to the Track & Trace webpage, users won’t have to manually search for the contact page on the PostNL website. To create a feeling of closure, the Share & Care flow ends with an animation, based on the situation the users find themselves in.