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BPOST

Reimagining the customer

Image by NordWood Themes

CHALLENGE

The vastness

The Bpost website has over 12.000 page views per day for over 100 services. 

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We started by mapping out all features and defining the top user tasks. 

FEATURES

Journey

I created customer journeys for several features. Mapping experience based on user research. 

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Through interviews and focus groups I exposed how users were experiencing these services

Drawing on a Board
Open Space Office

IDEATION

Practical Solutions

After journeys were mapped I handed of a pain point report for all the touchpoints to the innovation department. 

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The website team was able to use the research and journeys to start the creation of the new website. 

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