Post Office

47% Uplift – Optimised Customer Application Journeys

The client

The Post Office wanted to provide an improved user experience for their website customers.

We continue to help them deliver intuitive customer journeys and interfaces for their customers, improving the overall brand experience.

The challenge

The Post Office employ our user experience, product development, testing and evaluation expertise to validate new and existing developments for their website and mobile platforms.

The main objectives of the project were to:

Determine the overall ease of use, effectiveness and proposition of the Post Office website and focus on where improvements can be made
Obtain an understanding of users’ expectations and opinions of the site through lab based user testing
• Identify how effectively the site navigation supported users in the main tasks to be completed
Determine a list of actionable insight for on-going work

Our approach

We continue to undertake a rolling programme of UX testing and evaluation projects. This includes prototyping and user testing new propositions and providing recommendations on how to implement an improved customer experience of existing.

We are central to any new digital product development that the Post Office undertakes and help ensure that the customer is at the core of their proposition, improving conversion rates and customer interactions with their website.

“Working with USIO has allowed us to gain a real insight into users’ requirements and ensure that all future digital developments put the user experience at the forefront of the proposition. They are old pros and a pleasure to work with.”Senior Manager Digital at Post Office

The results

As a direct result of our work, the Post Office has become more user-centric in its approach to site developments. Having watched the user testing live and seeing, first-hand, a number of unexpected site issues, they continue to implement our recommendations with great success.

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