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BPOST
Reimagining the customer
CHALLENGE
The vastness
The Bpost website has over 12.000 page views per day for over 100 services.
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.
Through interviews and focus groups I exposed how users were experiencing these services
IDEATION
Practical Solutions
After journeys were mapped I handed of a pain point report for all the touchpoints to the innovation department.
The website team was able to use the research and journeys to start the creation of the new website.
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