Reimagining the customer
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
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.