Bpost ‘do my move’  

Research on the ‘Do My Move’ pages showed that on the one hand there was far too much information and on the other hand the necessary information was not easily found. As a result, customers became insecure and resorted to customer service or did not convert. The challenge was to restore that balance and work out a new, clear and persuasive flow.   

Image by andrew welch

The desired behavior

  1.  customers are less inclined to contact the customer service 

  2. increased digital sales 

The result after applying behavior design

Before

After

The techniques that worked best for this case

How we worked together

Buyerminds and Bpost already worked together on a previous project. As a result of the customer service improvement project we were asked to review the pages around "Do My Move". Buyerminds was responsible for the analysis/research and the visual design of the screens. Bpost was involved in the co-creation of the new designs.

Research was conducted based on insights in the visitor's behavior through quantitative and qualitative (exisiting documentation, co-discorvery testing, baseline check, ...) research methods.

2 co-creations were done, after wich the screens were worked out in detail UX.

The flow was tested through clickable mockups with pilot users. Based on the observations, adjustments were made where necessary.

A number of key screens were designed through artist impressions, which were then worked out in detail after validation. 

What was the end result?

Conversion rose spectacularly, with a lower call rate. This was the starting signal for bpost to set up all the other pages on their new website according to this model.  

The results we have:

 

 

  • The project paid back after 20 days

 

 

  • ROI on 6 months: 819.67%

“I found the philosophy of co-creating very interesting. This way you don’t get the typical briefing thrown over the wall and a while later a design thrown  back. Collaboration is key.”

Michael Renier

Digital Customer Service Manager @Bpost

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