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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.
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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
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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