AusPost Card Suppression
Company
Australia Post
Responsibilities
Industries
Postal services
Date
May 2023
In order to ensure the best transition possible from physical cards to digital notifications, we needed to understand our users feedback regarding their notification preferences. Participants expressed concerns about scam SMSs, prompting a preference for push notifications and emails over SMS due to their perceived legitimacy. Suggestions were made to align SMS branding with our overall identity. Ultimately, the majority of participants favoured the implementation of a digital experience over physical cards, solidifying its desirability among users. This user-centric approach allows us to enhance security and convenience while addressing their evolving needs and concerns.
Participants responded positively to the prototype, expressing satisfaction with the design and functionality. While privacy concerns emerged regarding the house photo, they acknowledged its necessity for establishing trust in the GPS verification. Despite occasional missed deliveries, participants generally trusted Australia Post's attempts. Valuable information was provided throughout the prototype, except for the unnoticed blue banner. Impressively, the prototype scored 4.6/5 for meeting requirements and 4.9/5 for ease of use. This feedback affirms the effectiveness of our design choices while highlighting the need to address privacy concerns and improve the visibility of important elements for a seamless user experience.
From the user research and testing, we have developed a customer-centric prototype with promising outcomes. The inclusion of a house photograph and GPS verification enhances user accountability from missing deliveries from our drivers, leading to a more positive experience and increased customer feedback for AusPost. Users also indicated a higher likelihood of downloading the AusPost app to access this feature, potentially resulting in improved conversions. Once launched, we anticipate a significant 10% reduction in Customer Service calls and an approximate annual cost savings of $5 million in Operational Expenses for Australia Post. From a sustainability roadmap; reducing physical card circulation by 40%, will result in an avoided 667.77 metric tons of emitted CO2e released into the atmosphere.
