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Reimagining the customer

Image by NordWood Themes


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. 



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

Drawing on a Board
Open Space Office


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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